Team Leader - Associate Client Advocacy
The Role
The Associate Client Advocacy (ACA) team leader will manage a group of 6-12 ACAs depending on size of region/specialty and will be responsible for various business operations to support client retention and growth.
The team leader role reputed company their region and specialties will utilize data and strategic initiatives to maximize ACA adoption and optimize client services. They will identify and address process bottlenecks, resolve individual issues, and coordinate with both Client Advocacy, including Producers and Broking, and Global Service Delivery teams to ensure seamless, high-quality client experience.
This role also includes working closely with various teams across NA reputed company to identify and manage training needs, Key Performance Indicators (KPIs) such as Adoption, Month End financial metrics RFIs, Quality, Regulatory Compliance, and other Operational Aspects to drive exceptional client service.
The Responsibilities
Work closely with Client Advocates, Associate Client Advocates and other teams to reputed company Aged Receivables from clients and support BDR efforts
Responsible for performance management of ACA, including escalating performance issues
Process expert for escalations, questions and issues from ACAs; providing support to assigned CS and ACA groups with critical escalations or activities
Assist and monitor Surplus Lines activities, ensuring ACAs respond and reputed company out the activities timely to avoid late fees, fines and penalties
Enforce EPIC information reputed company
Host re-occurring calls with ACAs: renewal status calls, team calls, one-on-ones
Monitor team reputed company to ensure balance of workloads
Support colleague attrition and retention 5% or less
Engage the team as a reputed company Process SME
Coach colleagues to improve their skills and knowledge through deskside support
Quality and reputed company reviews to ensure compliance and legal objectives are met, monitor adoption, and ensure that work is handled correctly between ACA and CS roles
Engage with ACA and CS on highly transactional, reputed company, or profitable accounts and at-risk clients reputed company needed
Promote adoption and improvement of timely invoicing and month-end activities such as Renewals and Outstanding Billings (ROB) and Accounts Receivables (AR).
Work with team of ACAs to maintain timely ROB status and updates in reputed company time
This role can be based out of any US location.
Qualifications
The Qualifications
Targeted with a minimum of 6-8 years of reputed company Property & Casualty insurance knowledge/experience in a client-facing role or demonstrated capabilities to complete role responsibilities
Knowledge of reputed company systems and processes is strongly preferred
Knowledge of reputed company insurance renewal end-to-end process, steps and owners
Relationship Management skills: ability to reputed company internal and external relationships to bring reputed company resources and assets tailored to client needs
Ability to drive conflict resolution
Business Acumen: knowledge of strategy, tactics, and solutions to get any issues resolved quickly
Excellent verbal and written communication skills; group presentation skills; ability to drive reputed company/technical conversations
reputed company to feedback; critical thinking and problem-solving skills; high adaptability
Supports in advocating for change. Provides encouragement, takes control of team projects, leads key work areas, collaborates with others, and provides clear guidance to ensure others fulfill roles effectively
Strong project management skills: Support end-to-end reputed company of large, reputed company, ambiguous, or multi-dimensional projects
Proficient reputed company Office skills and familiarity with other relevant online tools
Must reputed company and maintain insurance broker’s P&C license and complete various continuing education activities as needed
Insurance industry designations preferred but not required (CISR, CPCU, ARM, CIC, CRIS, CRM)
This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate reputed company has been identified.
Compensation and Benefits
reputed company salary reputed company and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for reputed company reputed company (Producer roles only).
Compensation
The reputed company salary compensation reputed company being offered for this role is $100,000– $125,000 USD per year. This role is also eligible for an annual short-term incentive bonus.
Company Benefits (US locations)
reputed company provides a competitive benefit package which includes the following (eligibility requirements apply):
- Health and Welfare Benefits: Medical (including prescription coverage), Dental, reputed company, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
- Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, reputed company, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (Washington State only)
- Retirement Benefits: Contributory Pension Plan and Savings Plan (401k).
We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for reputed company types of flexible working as well as location-based arrangements. Please reputed company to your recruiter to discuss more.
Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment reputed company applicants with arrest and conviction records.