Retention Team Lead

Excellent verbal, written, and interpersonal communication skills
Outstanding customer service and sales skills and dedication to providing exceptional customer care
Detail-oriented and high level of accuracy
Must be self-motivator, self-starter, and results driven
Positive “can-do” attitude and a desire to contribute to a growing, energetic work environment
Strong organizational skills and ability to prioritize workflow
Strong problem resolution techniques and recommend changes to staff and management
Highly Knowledgeable of Industry and Products with a minimum of one (1) year of Account Management experience preferably in all commercial lines of insurance
BA or BS in Business, Finance, Insurance, or Management Self-motivated individual to go above and beyond
P&C license required

Direct management of an assigned team of Account Managers and collaborate with other Team Leads
Real-time monitoring of phone, chat, Slack, and ticket queues, making adjustments to achieve daily goals
Accountability in achieving team level operational key performance indicators (KPIs) – Track individual and team level performance daily/weekly/monthly
Develop tactics for meeting/exceeding Team and individual Retention KPIs and tracking Account Manager development through Individual development plans and performance management
Answer Account Manager questions, assist with problems and oversee work for quality and guideline compliance
Provide quality account management, including interacting with customers, answering customer inquiries, and effectively handling customer escalations
Create and maintain a culture of teamwork and support, building up members, and removing obstacles to allow Account Managers to focus on our customers
Assist in hiring by participating in interviews and providing thoughtful feedback on candidates
Provide input for identified needs in Account Manager training and skills enhancement
Act as liaison, and provide valuable insights between Operations and other company areas such as Sales, Marketing, Engineering, People Team, & various Project Managers and other teams as needed
Maintain team compliance to company policies as outlined in the employee handbook

Personal standard for excellence: Strong process orientation and interest in finding better ways to do things
Fearlessness and adaptability in a fast-moving, ever changing environment and ability to work on multiple tasks at once