Licensed Customer Experience, Team Lead
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Job Description
Licensed customer service team lead coaching insurance representatives at Aspire General Insurance Services. Improving customer experience, compliance, staffing, and call-center performance.
Responsibilities:
- Lead, coach, and support a team of licensed customer service representatives
- Provide ongoing performance feedback, recognition, and development opportunities
- Conduct regular one-on-one meetings and team huddles
- Serve as the first point of escalation for complex customer concerns
- Promote a positive, engaged, and customer-focused team culture
- Ensure customers receive accurate, professional, and empathetic service
- Assist representatives with complex policy and service questions
- Identify opportunities to improve processes and enhance customer satisfaction
- Support first-call resolution and overall service efficiency
- Ensure adherence to insurance regulations, company policies, and customer service standards
- Monitor licensing compliance and continuing education requirements
- Partner with Quality Assurance to review calls and provide coaching
- Escalate compliance concerns and support corrective action when needed
- Monitor customer satisfaction, call quality, average handle time, first-call resolution, and schedule adherence
- Analyze trends and recommend process improvements
- Partner with Workforce Management to ensure proper staffing levels
- Support onboarding and ongoing training initiatives
- Develop team members through coaching and career development planning
- Collaborate with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and improve service delivery
Requirements:
- Active Property & Casualty insurance license or applicable state insurance license
- 3+ years of customer service experience within the insurance, financial services, or related industry
- 1+ year of leadership, supervisory, or Team Lead experience in a call center environment
- Strong knowledge of insurance products, policies, and regulatory requirements
- Excellent communication, coaching, and conflict-resolution skills
- Proven ability to analyze performance metrics and drive results
- Experience using CRM, telephony, workforce management, or customer service technologies (preferred)
- Demonstrated success improving team performance, engagement, and customer satisfaction (preferred)
- Ability to work a flexible schedule, including evenings and weekends as business needs require
- Bachelor's degree in business, Insurance, or a related field (preferred)
Benefits:
- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA) options
- 401(k) with company participation
- Paid Time Off (PTO)
- Company Observed Holidays
- Career growth and development opportunities
- Flexible schedule may be available based on business needs and location
- Remote, hybrid, or onsite work arrangements may be available based on business needs and location
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