National Service Director – Commercial Lines

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🕒 Julho 27

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $140.000 - $150.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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NavSav Holdings LLC

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Descrição

• Provide national oversight, guidance, and leadership to approximately 30 Commercial Account Managers and 10 Account Executives. • Develop, monitor, and report on book metrics, including workload distribution, book size, renewal activity, retention performance, service capacity, and client touchpoint execution. • Evaluate Account Manager and Account Executive skill sets, experience levels, book complexity, and workload requirements to help ensure proper alignment of talent with the right accounts and responsibilities. • Create, implement, and refine workflows that improve renewal execution, service consistency, accountability, client care, and retention across all Commercial Lines regions. • Help ensure service teams meet retention goals, renewal expectations, client service standards, documentation requirements, and internal workflow expectations. • Monitor upcoming renewals to ensure clients are contacted proactively, renewal timelines are followed, coverage conversations occur in advance of expiration dates, and retention risks are identified early. • Reinforce expectations around renewal calls, client touchpoints, documentation, cross-selling opportunities, workload ownership, and follow-through. • Identify and support cross-sell opportunities during the renewal process, including additional lines of coverage, coverage gaps, and account rounding opportunities. • Train new hires on Commercial Account Manager workflows, including Applied Epic procedures, renewal workflows, client communication standards, documentation requirements, service timelines, and internal handoffs. • Provide refresher training and ongoing coaching to existing team members on service processes, CAM workflows, renewal execution, documentation, escalation handling, retention best practices, and client care expectations. • Serve as a national point of contact for workflow questions, service issues, account handling guidance, billing questions, carrier follow-up, process clarification, and escalation support. • Partner with Commercial Lines leadership to identify training gaps, service inconsistencies, workload imbalances, process improvement opportunities, and recurring regional issues. • Support quality control by helping ensure files are properly documented, activities are completed, renewal workflows are followed, book metrics are reviewed, and client interactions are recorded appropriately. • Build a culture of accountability, teamwork, responsiveness, professionalism, continuous improvement, and retention-focused service across the national Commercial Lines team.

🎯 Requisitos

• Active Property & Casualty Insurance License required. • 7+ years of Commercial Lines insurance experience, preferably in account management, client service, operations, or service leadership. • Strong understanding of Commercial Lines workflows, renewal processes, client service standards, carrier communication, certificates, endorsements, policy checking, billing, and documentation expectations. • Experience supporting or leading Commercial CSRs, Account Managers, Account Executives, or service team members. • Ability to evaluate book size, workload distribution, service capacity, and team member skill sets to support proper account alignment. • Experience handling client escalations, complex service issues, renewal concerns, billing questions, and coverage-related client conversations. • Strong knowledge of Commercial Account Manager and Account Executive workflows, with the ability to train team members on processes, systems, service expectations, and retention-focused execution. • Experience with Applied Epic is strongly preferred. • Strong communication skills with the ability to coach team members, communicate with clients, collaborate with leadership, and provide clear direction. • Ability to hold team members accountable while maintaining a supportive, positive, and solutions-focused leadership style. • Strong organizational skills with the ability to manage multiple priorities, monitor renewal activity, evaluate book metrics, follow up on escalations, and keep service items moving forward. • Strong attention to detail, especially related to documentation, renewal timelines, client communication, and service execution. • Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint. • Willingness to travel occasionally between assigned regional hubs for meetings, training, team support, and business needs.