Personal Lines Team Leader

Position Purpose And Goal

The Team Lead ensures our clients receive exceptional service that drives our new business revenue and client retention goals. You will oversee your client support team, providing expertise, leadership, and mentorship to achieve their individual and team goals. As an integral part of the PL leadership team, you will collaborate in creating our strategic action plan and implement the tactical plan to achieve our vision and meet our established rocks and goals.

• Oversees the client support team and ensures they provide an exceptional client experience.
• Provides ongoing learning initiatives and coaches team members on best practices.
• Provides ongoing feedback and quarterly reviews that ensure verifiable improvements in productivity.
• Supports account managers on unique risk needs and assists with backup on department inbound calls. Delegates team members' workloads accordingly in their absence.
• Communicates regularly with the Operations Manager to ensure a consistent, high-level experience for our colleagues and clients.
• Performs client surveys and keeps records of interactions for training purposes.
• Resolves complex client problems or disputes in a professional manner.
• Creates and monitors departmental reports to determine whether KPIs are being met and where there is room for improvement. Audits the management system on a weekly basis.
• Plays an integral role in carrier relationships and manages resources to balance new business allocation appropriately.
• Further builds and strengthens cross-departmental relationships to ensure a consistent high-level experience for our colleagues and clients.
• Builds and maintains relationships with underwriters and carrier representatives to ensure predictable and consistent resolution of identified issues.
• Utilizes our processing team and carrier service centers based on agency procedural standards.
• Assesses claims requests and advises the client on the best course of action. Works as a liaison between our client and carrier claims department to ensure a satisfactory resolution.
• Reviews client phone calls to ensure the highest level of customer service provided to our book of business.

• High school diploma required, and associate degree preferred.
• Demonstrated proficiency in a previous customer service or account management role.
• Previous experience in financial services, banking, or insurance preferred.
• Valid Michigan Property/Casualty insurance license.

• Strong communication skills, both verbal and written.
• Superior customer service and problem‑solving skills.
• Proficient with computer systems, including but not limited to Microsoft Office and EPIC.
• Strong contributor in a team environment.
• Maintains a high level of personal accountability.
• Organized and able to focus on the task at hand.
• Reliable with a strong work ethic.
• Professional appearance is a must.
• Maintains active insurance license and actively participates in department meetings.

• Medical, Dental, and Vision (PPO, HMO, and HSA)
• Comprehensive Wellness Program
• 401(k) Retirement Plan
• Life and Disability Plans
• Vacation, Holiday, Sick, and Personal Time Off
• Spending Accounts
• Pet Insurance
• Bonus Program
• Comprehensive Onboarding Program
• Continuing Education / Personal Development Programs
• Flexible Work Arrangements
• Employee Engagement Events
• Dress for Your Day Dress-Code
• Service Awards

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.