Services Team Supervisor

Virginia
10800 Midlothian Tpke
Suite 210
Richmond, VA 23235, USA

First Choice is growing! We are seeking a Service Leader, Risk Placement to join our team. We have a people-first, fast-paced, collaborative culture with plenty of opportunity for growth. Marsh Berry has been successful in achieving growth objectives because of the trust our clients place in our talented team of professionals, and all Marsh Berry colleagues play a critical role in directly or indirectly cultivating those trusted relationships.

Marsh Berry provides an environment where employees can learn, improve and realize their career goals. We offer competitive benefits, hybrid work schedules, new challenges, and learning experiences.

First Choice is currently seeking a Service Leader, Risk Placement for our Richmond, VA office.

• Ensure exceptional client service delivery to clients and partners, maintain accurate and timely processing, and support operational excellence through individual and team management responsibilities.
• Manage and establish team priorities, schedule daily workflow, ensure appropriate staffing levels, and provide consistent and constructive feedback while monitoring the progress of employees.
• Develop the team to meet service and quality goals by training, coaching and completing performance reviews.
• Conduct regular audits of service and sales teams to ensure accuracy, completeness and compliance.
• Identify gaps or inefficiencies in processes and recommend operational improvements.
• Manage existing relationships with members, vendors, and other business units to ensure member retention. Provide a high level of service to members and provide additional consulting solutions, where applicable.
• Collaborate with team members to develop strategies to effectively resolve issues/concerns.
• Develop client communications and training materials that align with service delivery strategies.
• Monitor Agency Management System integration performance and troubleshoot data flow issues as needed. Review carrier downloads for accuracy and completeness and ensure errors are addressed.
• Maintain high standards of data quality and adherence to Standard Operating Procedures.
• Stay abreast of industry trends and changes recommending "proven practices" in the development of services, quality standards, policies, and programs.
• Cultivate and maintain effective relationships with internal/external clients, partners and stakeholders. Special projects and other tasks as assigned.

• 4-6+ years of customer service, operations or office manager experience within the insurance industry. Prior supervisory experience is preferred.
• Experience with Agency Management Systems is required, preferably Applied Epic.
• Demonstrated knowledge of AMS reports and system configurations.
• Proficient with MS Office Suite, Salesforce a plus.
• Proven experience in managing operationally oriented teams to achieve and exceed team goals and objectives.
• Strong communication skills including written, verbal, and presentation skills.
• Strong analytical and proactive problem-solving skills. Ability to gather and analyze information skillfully and identify and resolve issues in a timely manner.
• Ability to accept responsibility, be accountable for actions, and hold team members accountable.
• Maintains confidentiality of proprietary information and that of clients.
• Positive and professional, able to show consideration for and maintain good working relations with coworkers. Remains open to others’ ideas and exhibits a willingness to try new things.
• Organized with demonstrated attention to detail; able to manage, prioritize, and bring to completion multiple projects.
• Proven leader who possesses strong ethics and demonstrates Marsh Berry’s core values.

• Sets a positive example and upholds cultural tenets - Acts as a model member of the Marsh Berry community by consistently displaying Marsh Berry’s core values, cultural characteristics, and Collaborative Way principles.
• Drive for results - Consistently meets or exceeds expectations. Ensures timely and accurate completion of all assignments and projects. Pushes through…