Client Manger, Team Lead - PC

at  HMA Group Holdings LLC

Holmes Murphy is one of the nation’s largest privately held insurance brokerage companies. It is our mission to promote health, protect wealth, and deliver peace of mind to our clients. We pride ourselves on being a place where employees love what they do, and who they do it with! In fact, we live by our purpose statement of “Your unique potential is our SOUL purpose!”
Offering a fast-paced work environment and vibrant company culture, and the opportunity to share your unique potential, there really is no place like Holmes! We are looking to add a Client Manager, Team Lead to join our Property Casualty team in Cedar Rapids, IA. Ideal candidates will have an innovative mindset, strong interpersonal skills, and a love of learning.
How have we maintained our 90 years of independence? Because we’re bullish in the industry, we’re innovative, we offer cutting-edge services and benefits, and we care deeply about our employees, clients, and communities. That’s what being part of an employee-owned, powerhouse company can do. Our employees write our playbook, have a seat at the table in the decisions we make, and work together (not against each other) — providing an exceptional employee experience.
Sound enticing? Interested in the potential of becoming a shareholder/owner for one of the largest independent brokerages in the nation? Check out our open Team Lead opportunity and apply!
Client Service Responsibilities:

Independently perform the daily tasks required to efficiently manage client service which includes renewal marketing and placement of insurance for assigned clients as well as responding to daily client service needs which may include but not limited to:

• Working accounts with Client Service Specialist support and/or supporting Client Manager; servicing larger, more complex accounts.
• Prepares certificates, binders, auto ID cards and accident kits.
• Attend Insurance Carrier Meetings.
• Order policy changes from carriers, update computer system and set follow-up activities.
• Processes endorsements by checking coverages, invoice and update client management systems.
• Keep follow-up activities current.
• Reviews, processes, and summarizes audits.
• Investigates and corrects omitted items and commission differences on audits and endorsements.
• Be accountable for account and policy accuracy by ensuring that all customer information as well as items received by carriers are accurate and current including coverage schedules, policies, endorsements, and audits.
• Maintain monthly reporting forms.
• Take ownership and lead accounts.
• Meet with team for pre-renewal meetings on qualifying accounts and development of client opportunities.
• Attend Client renewal meetings, as required.
• Consult with Client on coverage needs.
• Participate in Contract Review.
• Market renewal policies and negotiate with insurance company underwriters.
• Review quotes on accounts for accuracy and prepare proposal documents for client.
• Prepares client renewal documents and saves to agency management system. This could include PSR, schedules, applications, experience mod worksheet, loss runs and summary, schedules, and any other pertinent information.
• Invoice agency bill transactions for new and renewal policies, monthly installments, endorsements and audits. Ensure accuracy of invoicing and work with accounting to resolve any discrepancies.
• Develops and maintains positive work relationships with team members to include; providing back up when necessary, communicating information and effectively problem-solving as situations arise.
• Interact with personnel throughout the agency as well as customers and insurance company representatives, taking direction from the service team.
• Train and mentor Client Service Specialists as needed; Provide direction on shared accounts.
• Knowledge transfer and sharing through various platforms (i.e.: team meetings, emails, Salesforce Chatter, etc.).
• Work with Client Service Specialists to ensure all client needs are handled.
• Performs special projects and other duties as requested.

Team Leader Responsibilities:

• Lead and motivate team by:
• Maintaining best practices within the team to ensure effective use of resources.
• Ensure right talent is in the right role for the success of the organization, which may include hiring and terminating employees.
• Coach and counsel team members on areas such as workflow, process and procedure, customer service and client consulting.
• Use Keep it Real performance management process to prepare and conduct performance feedback that defines future goals and objectives and hold employees accountable.
• Fosters a high-performance culture by supporting career development and advancement for team members.
• Responsible for timesheet management, including responding to PTO/RTO requests and approving timesheets.
• Participate in compensation decisions for team members, as applicable.
• Facilitate regularly scheduled meetings to foster teamwork.
• Regularly evaluate team reports, communicate results to the team and implement necessary changes within the team.
• Regularly evaluate and monitor the products and services that are being delivered to ensure they are being designed and delivered to the highest quality standards.
• Continually explore possibilities for new and improved client service, present ideas to manager for consideration and implementation.
• Attends leadership training opportunities offered internally and externally.
• Assigns new business to team members.
• Continually reviews current processes with staff to create and encourage an environment emphasizing continual improvement.
• Acts as an advocate for team to other HMA departments/divisions to promote strong communication and problem solving as situations arise.
• Maintains scheduling information resolving conflicts to ensure adequate coverage for HMA clients.
• Encourages knowledge sharing amongst team, including issues surrounding markets, products, legislative issues, best practices, etc.
• Coordinates initial and ongoing training with PC Learning & Development and team members on established processes and procedures.
• Coordinates one-on-one technology training to ensure successful implementation of processes and procedures.
• Understands quality management objectives to include file audits, policy checks and helping to improve processes based upon results. Work with team members where improvement is needed.
• Supports and maintains standardized processes to ensure efficient and effective quality service according to established quality guidelines.
• Manages client accounts/files with the same expertise and skill set as consultants.
• Provides back up assistance for team members as necessary.
• Attends team and enterprise meetings and all others as required as required in a leadership role.

KNOWLEDGE, SKILLS AND ABILITIES:

• Advanced knowledge of property casualty coverages and the ability to apply that knowledge in the performance of the job duties.
• Ability to be proactive, be a thought leader, mentor and leader to others.
• Knowledge and use of various carrier websites for quoting purposes.
• Excellent communication skills and the ability to apply these skills in either verbal or written form when interacting with various clients, company personnel, and team members.
• Advanced negotiation, presentation, and critical thinking skills.
• Maintains outstanding professional demeanor at all times.
• Ability to interpret policy contractual provisions, understand policy forms and endorsements to ensure appropriate coverage is placed for clients.
• Experience with computer data entry required; working familiarity with agency management system, Microsoft Excel, Outlook, PowerPoint and Word.
• Ability to review, analyze and check experience mods.
• High level of organizational ability; able to handle and prioritize multiple tasks.
• Ability to work both independently and in a team environment to attain team and Agency goals.
• Detail orientation and problem-solving ability.
• Advanced analytical skills.

QUALIFICATIONS:

• Education: High school diploma; college degree preferred. Active state specific Property Casualty Insurance agent’s license required or the ability to acquire license within three months of hire.
• Experience: Minimum 5+ years customer service, underwriting or risk management experience in the insurance industry. Demonstrated leadership experience preferred.

Independently perform the daily tasks required to efficiently manage client service which includes renewal marketing and placement of insurance for assigned clients as well as responding to daily client service needs which may include but not limited to:

• Working accounts with Client Service Specialist support and/or supporting Client Manager; servicing larger, more complex accounts.
• Prepares certificates, binders, auto ID cards and accident kits.
• Attend Insurance Carrier Meetings.
• Order policy changes from carriers, update computer system and set follow-up activities.
• Processes endorsements by checking coverages, invoice and update client management systems.
• Keep follow-up activities current.
• Reviews, processes, and summarizes audits.
• Investigates and corrects omitted items and commission differences on audits and endorsements.
• Be accountable for account and policy accuracy by ensuring that all customer information as well as items received by carriers are accurate and current including coverage schedules, policies, endorsements, and audits.
• Maintain monthly reporting forms.
• Take ownership and lead accounts.
• Meet with team for pre-renewal meetings on qualifying accounts and development of client opportunities.
• Attend Client renewal meetings, as required.
• Consult with Client on coverage needs.
• Participate in Contract Review.
• Market renewal policies and negotiate with insurance company underwriters.
• Review quotes on accounts for accuracy and prepare proposal documents for client.
• Prepares client renewal documents and saves to agency management system. This could include PSR, schedules, applications, experience mod worksheet, loss runs and summary, schedules, and any other pertinent information.
• Invoice agency bill transactions for new and renewal policies, monthly installments, endorsements and audits. Ensure accuracy of invoicing and work with accounting to resolve any discrepancies.
• Develops and maintains positive work relationships with team members to include; providing back up when necessary, communicating information and effectively problem-solving as situations arise.
• Interact with personnel throughout the agency as well as customers and insurance company representatives, taking direction from the service team.
• Train and mentor Client Service Specialists as needed; Provide direction on shared accounts.
• Knowledge transfer and sharing through various platforms (i.e.: team meetings, emails, Salesforce Chatter, etc.).
• Work with Client Service Specialists to ensure all client needs are handled.
• Performs special projects and other duties as requested

Team Leader Responsibilities:

• Lead and motivate team by:
• Maintaining best practices within the team to ensure effective use of resources.
• Ensure right talent is in the right role for the success of the organization, which may include hiring and terminating employees.
• Coach and counsel team members on areas such as workflow, process and procedure, customer service and client consulting.
• Use Keep it Real performance management process to prepare and conduct performance feedback that defines future goals and objectives and hold employees accountable.
• Fosters a high-performance culture by supporting career development and advancement for team members.
• Responsible for timesheet management, including responding to PTO/RTO requests and approving timesheets.
• Participate in compensation decisions for team members, as applicable.
• Facilitate regularly scheduled meetings to foster teamwork.
• Regularly evaluate team reports, communicate results to the team and implement necessary changes within the team.
• Regularly evaluate and monitor the products and services that are being delivered to ensure they are being designed and delivered to the highest quality standards.
• Continually explore possibilities for new and improved client service, present ideas to manager for consideration and implementation.
• Attends leadership training opportunities offered internally and externally.
• Assigns new business to team members.
• Continually reviews current processes with staff to create and encourage an environment emphasizing continual improvement.
• Acts as an advocate for team to other HMA departments/divisions to promote strong communication and problem solving as situations arise.
• Maintains scheduling information resolving conflicts to ensure adequate coverage for HMA clients.
• Encourages knowledge sharing amongst team, including issues surrounding markets, products, legislative issues, best practices, etc.
• Coordinates initial and ongoing training with PC Learning & Development and team members on established processes and procedures.
• Coordinates one-on-one technology training to ensure successful implementation of processes and procedures.
• Understands quality management objectives to include file audits, policy checks and helping to improve processes based upon results. Work with team members where improvement is needed.
• Supports and maintains standardized processes to ensure efficient and effective quality service according to established quality guidelines.
• Manages client accounts/files with the same expertise and skill set as consultants.
• Provides back up assistance for team members as necessary.
• Attends team and enterprise meetings and all others as required as required in a leadership role