The Client Services / Renewal Manager oversees the daily operations of the client services team to ensure compliance with agency practices, company policies and state regulations. Responsible for supporting team members by training, mentoring and coaching.

Job Duties and Responsibilities (Essential Job Functions)

Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.

1. Plan, organize and direct daily activities of client services staff to ensure the efficient operation of their daily responsibilities. Train staff, answer staff questions and solve problems. Distribute work and schedule staff to ensure optimal coverage and response time. Handle clients seeking to speak with management or otherwise as necessary. Ensure that staff understands and appreciates the importance of confidentiality. (60-65%)
2. Inspect work processed to confirm that it conforms to agency practices and file structures. Perform telephone call monitoring, coaching and call reviewing to confirm it conforms to agency practices. (15-20%)
3. Establish or adjust work procedures to meet production schedules. Recommend measures to improve production methods and quality of service. (5-10%)
4. Manage performance of direct reports to include coaching and annual reviews. Participate in interviewing and selection of candidates. Interpret company policies to workers and enforce all company regulations. (5-10%)
5. Report immediately any circumstances that may lead to a potential or actual errors and omissions claim and/or any Department of Insurance or similar complaints to senior management. (0‑5%)
6. Understand agency goals set by senior management and assist in meeting those goals. (0-5%)
7. Perform other duties as requested or as needed to fulfill the purpose of the job. (0-5%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.
• Demonstrate the behavioral and technical competencies necessary to effectively complete job responsibilities. Take personal initiative for technical and professional development.
• Follow the company HR Policy, the Code of Business Conduct and all subsidiary and department policies and procedures, including protecting confidential company information, attending work punctually and regularly, and following good safety practices in all activities.

Qualifications

Education:

• Associate’s degree or equivalent work experience and knowledge

Experience:

• 5 years’ personal lines insurance experience
• 3 years’ supervisory experience

Knowledge and Skills:

• Working knowledge of insurance agency operations, claims handling, coverages, rates, markets and applicable insurance laws/codes
• Thorough knowledge of all personal lines insurance products especially those represented through HomeServices Insurance Group
• Excellent analytical, problem-solving and decision-making skills
• Excellent oral, written and interpersonal communication skills
• Proven process automation, time management, and organizational skills
• Familiarity with risk assessment and risk management techniques
• Knowledge of real estate, title, and/or mortgage businesses preferred
• Working knowledge of agency management systems and document imaging systems

Other (licenses, certifications, schedule flexibility/OT, travel, etc.):

• Property and Casualty License
• Completion of INS, ACSR, CISR, APO and/or CPIA or related insurance designations preferred

We offer a competitive benefits package including medical, dental, vision, 401(k), paid time off and life insurance options.
Equal Opportunity Employer