Licensed Customer Service Lead, Agency Experience
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Job Description
Licensed Customer Service Team Lead ensuring efficient service handling and team development for a digital insurer focused on home coverage. Managing real-time workforce adherence and technical support.
Responsibilities:
- The Licensed Customer Service Team Lead serves as the operational anchor and primary support system for the Licensed Customer Service Team.
- In this role, you will balance daily workflow oversight with high-level technical support.
- You are responsible for ensuring efficient handling of service requests, monitoring real-time workforce adherence, and serving as the Subject Matter Expert (SME) for agents regarding carrier appetites, binding procedures, and complex retention strategies.
- You will provide guidance, conduct quality checks, handle Tier 2 escalations, and assist in the development of the team - ensuring compliance, efficiency, and high levels of customer satisfaction.
Requirements:
- Licensure: Active Personal Lines or Property & Casualty Insurance license is required.
- Industry Experience: Minimum 5 years of experience in an Insurance Agency or Brokerage.
- Leadership Experience: Minimum 2 years of experience in a Senior CSR, Team Lead, or Coordinator role preferred.
- Technical Skills: Extensive knowledge of multiple insurance carriers, including deep familiarity with carrier website navigation, appetite guides, and binding authority/procedures.
- Product Knowledge: Strong understanding of Homeowners, Auto, Umbrella, and Flood policies.
- Tech Stack: Proficiency in Agency Management Systems (AMS), Comparative Rating Software, VoIP dashboards, and tools such as G-Suite, Slack, Zoom, and Kustomer.
Benefits:
- Medical, Dental, Vision, Life Insurance
- Short and Long Term Disability Insurance options
- Employee Assistance Program
- Competitive salary and company equity through Restricted Stock Units (RSUs)
- 401K with company match of up to 4% of eligible earnings
- Flexible PTO for exempt employees (employees typically take 15-20 days annually)
- A paid parental leave program that provides 100% salary continuation of up to 14 weeks for birthing parents and 8 weeks for non-birthing parents
- Continuing education and professional development opportunities
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