Service Leader - Commercial Lines

About Relation Insurance

Relation Insurance is a leading, innovative company committed to excellence and delivering cutting‑edge solutions to clients. With a dynamic culture and collaborative environment, we drive continuous success and growth.

Responsibilities

• Oversee the Commercial Lines Service department and act as the direct liaison to the Commercial Lines Leadership team.
• Develop and train Team Leads, Account Managers, and Client Service staff; resolve escalated client issues and provide performance coaching.
• Conduct regular team meetings and 1:1 sessions for development and goal alignment.
• Meet with Team Leaders regularly to give and receive feedback and necessary information.
• Conduct annual performance reviews, goal setting, and provide continuous feedback to team members.
• Participate in hiring and interview processes, recommending new hires.
• Coordinate internal resources, including training, broking, and risk control.
• Train team members on duties, expectations, standards, and policies; audit and review these areas, identifying additional training needs.
• Partner with Service Team Leadership and Human Resources to address and resolve performance concerns.
• Provide feedback to service team leadership on service structure to improve performance and productivity.
• Review and approve time and attendance entries.
• Act as a secondary contact for carriers and underwriters, addressing coverage questions and providing guidance.
• Assist in account maintenance and resolve escalated client service issues promptly.
• Assist the team with cross‑sell opportunities in line with client retention.
• Ensure internal timelines and metrics are met.
• Stay updated on industry information, new products, legislation, coverage, and technology, sharing updates with the department.
• Recommend and implement process improvements.
• Fully adopt innovative technology, including proprietary AI solutions, to deliver a best‑in‑class client service experience.
• Perform other projects, duties, and tasks as assigned.

Qualifications

• Valid Property and Casualty License from the state of domicile; preference for candidates with industry designations such as CISR, CIC, or CPCU.
• High school diploma or equivalent required; four‑year degree preferred.
• Minimum eight years of account management experience in the insurance industry with a focus on commercial lines of coverage.
• Experience using EPIC and AMS360 strongly preferred.
• Demonstrated leadership and team management skills.
• Strong analytical, mathematical, and PowerPoint presentation skills for both in‑person and virtual sessions.
• In‑depth understanding of advanced commercial lines of coverage with the ability to advise clients on complex insurance needs.
• Excellent written and verbal communication skills to maintain effective relationships with clients, coworkers, carriers, vendors, and others.
• Proficient in Microsoft Office (primarily Excel and Word) and computer literate with the ability to learn new software applications.
• Intermediate to advanced knowledge of insurance markets, products, services, insurance ratings, and underwriting procedures.
• Valid driver’s license, ability to travel to client sites, and reliable transportation.

Benefits

• Competitive pay (salary range $68,000.00 – $133,000.00).
• Safe and healthy work environment with robust benefit program including family health and wellness programs, 401(k), employee assistance programs, paid time off, paid holidays, and more.
• Career advancement and development opportunities.
• Optional discretionary annual incentive program subject to eligibility and organizational performance.

EEO Statement

Relation Insurance Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.