Client Services Manager

Under direction of the Agency President, the Client Services Manager provides guidance and direction in leading a team to ensure achievement of company objectives, operational excellence and team goals. This individual will lead the team of Account Managers and Assistant Client Service Representatives in providing high-level customer service to personal and commercial lines First American Insurance Agency (FAIA) clients. The leader will also participate as a member of the FAIA Leadership Team.

Client Services Team Process Leadership

A critical factor in the insurance purchase is the relationship the client has with his/her Account Manager (AM). The purpose of our TEAM is to provide that personal dedicated service by assigning an AM to each client to service their needs effectively and efficiently. The Manager will create and maintain Team processes to ensure a high level of client services including:

• Lead the Team of Account Managers, Assistant Client Service Representatives and support members. Facilitate weekly meetings to ensure cohesiveness.
• Coach employees to meet business goals, performance standards and individual performance objectives
• Attract, hire, develop, inspire, and retain top talent. Recruit and interview internal and external candidates. On-Board and orientate new employees. Recommend personnel actions, such as promotions, transfers, etc.
• Create and implement development plans for Team members and succession plans to retain top talent. Plan and direct training and development to ensure the success of the service Team.
• Assess the performance of all Team Members and complete quarterly and annual performance reviews
• Monitor workflow processes to ensure high level client service
• Manage hourly employee work time and respond to employee PTO requests.

Client Renewal Process and Service

Critical to our client servicing is the Policy Renewal Process. The FAIA competitive advantage is to engage with clients in anticipation of their policy renewal. First we interject our client service Team into the Customer Activity Cycle and influence the clients renewal decisions. Second, we must ensure our due diligence is done by confirming that the underwriting program is accurate and appropriate for the client. As a result of engaging with our client throughout the renewal process we expect in a 90% policy retention rate Specific responsibilities in this category:

• Lead the Team of our client contact employees to provide the highest level of customer service by establishing, modifying and implementing Client Experience & Service Standards influencing the Client Policy Renewal Process.
• Create and modify procedures and documents related to policies related to customer service, assist team members with coverage, policy, or client issues and resolve client and prospect issues and or complaints

Operations Administration

• Lead day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved.
• Continually assess for workflows and process improvements.
• Support and implement emerging business plans and strategies by proactively building favorable business relationships with internal and external stakeholders.
• Manage team expenses
• Lead the effective implementation of new technologies, processes and procedures.
• Monitor operations to ensure compliance with governmental and carrier requirements
• Interact and engage directly with FAIA functions and vendor partners

FAIA-CMS AGENCY LEADERSHIP

• Actively participate with the Agency Leadership Team in the overall direction, strength and growth of the organization including the development and execution of the Agency’s operational effectiveness and financial profitability.
• Participate in all Execution Team functions including financial, operational, risk management, marketing, human resources, client and community relations, etc.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday
• No weekends

People with a criminal record are encouraged to apply

License/Certification:

• Property and Causality Insurance License (Preferred)

Ability to Relocate:

• Chicopee, MA 01013: Relocate before starting work (Required)

Work Location: Hybrid remote in Chicopee, MA 01013