CUSTOMER SERVICE TEAM LEADER

Introduction

Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team.

Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions.

Together, we'll build a legacy of trust and triumph in the dynamic world of risk management.

We believe that every candidate brings something special to the table, including you! So, even if you feel that you're close but not an exact match, we encourage you to apply.

Overview

We are looking for a new Customer Service Team Leader to join our growing Personal Lines Team. This is a hybrid opportunity that requires at least 3 days a week in the office and two days working remotely from home.

The typical working hours are Monday through Friday from 8 : 30 am until 5 pm.

How you'll make an impact

• Manage direct reports in assigned offices.
• Assist PL Service Manager with interviewing, hiring and terminating employees. Responsible for identifying employees not performing and placing them on a performance plan.
• Writing and conducting appraisals for assigned staff. Assisting PL Service Manager with writing and conducting appraisals for indirect staff.
• Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning.
• First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests.

Non-Renewal Remarket and rewrite requests.

• Manage attendance of direct reports and service staff reporting to PL Service Manager. Float to offices within region as requested by AVP / VP to ensure staffing levels.
• Manage reporting of weekly Tracking Reports including : X-Date, Cross sell and Account Renewal Review activity of direct reports and service staff reporting to the PL Service Manger.

Also monitor activities in Applied EPIC for quality control and utilize Five9 to monitor and score calls for quality control.

Coach staff as necessary.

About You

Required : Bachelor's degree with 5+ years client service and / or claims management experience -OR- High School degree / GED with 10+ years client service and / or claims management experience.

1+ years supervisory experience. Appropriate licensing as required.

Preferred Skills and Knowledge :

• MA Property and Casualty Brokers License is required
• Knowledge of Applied / EPIC or other agency systems required
• Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies.
• Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required.
• Strong problem solving and analytical skills
• Organizational and time management skills to prioritize workloads to meet time sensitive deadlines required
• Must be results-oriented with the ability to change priorities as needed.
• Strong attention to detail required
• Excellent communication skills and written communication skills.
• Good analytical skills.
• An attention to detail and a desire to work with people.
• Ability to work independently.
• Ability to follow instructions and adhere to prescribed routines and practices.
• Good interpersonal skills
• Ability to read and interpret documents such as a procedure manual
• Ability to calculate figures and amounts
• Excellent customer service skills (friendly, courteous and helpful)

Compensation and benefits

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it's embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees' diverse identities, experiences and talents, allowing us to better serve our clients and communities.

We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as protected characteristics) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination.

In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.