Client Services Team Lead

Unico Group•Lincoln, NE

About The Position

The Client Services Team Lead role oversees assigned Commercial Operations team members who are responsible for delivering exceptional service to clients and ensuring accurate administration of the property and casualty programs. This role combines leadership, mentorship, operational oversight and client relationship management to optimize processes, and drive team performance within a fast-paced insurance brokerage environment. The Commercial Client Services Team Lead demonstrates the core values of Professional, Trust, Positive, and Team Player and functions as an example to their team members.

Requirements

Education : College degree preferred.
Licensure : Current Property and Casualty license, or willing to obtain within 45 days.
Minimum of three years Commercial account management, underwriting or carrier experience preferred.
Experience in the contracting/construction space a plus.
Experience supervising or mentoring others preferred.
Embodies our core values of Professional, Trust, Positive, and Team Player in all aspects of their work and relationships.
Can lead in tough situations, create alignment and garner movement from team members.
Empowers people and creates a climate where people want to do their best.
Resourceful and creative when solving problems.
Makes good decisions based on a mixture of analysis, wisdom, experience and judgement.
Organizes and prioritizes information and workload at a quick pace.
Takes personal responsibility for their actions and is willing to take a stand.
Has the functional skills and technical knowledge to manage accounts at a high level of accomplishment.
Proficient in common office software, readily adapts to new technologies, and has a solid understanding of digital tools relevant to the role.
Able to travel and attend meetings as required.

Responsibilities

Lead, mentor and coach team members to achieve service standards and operational goals.
Foster a collaborative and positive team culture, focused on client satisfaction and continuous improvement.
Partner with team members to clarify and pursue their personal development goals.
Participate in recruiting, interviewing, onboarding and training of new team members to ensure consistent processes, effective knowledge transfer, and operational excellence.
Meet with team members one-on-one on a consistent basis.
Identify learning needs and provide training to team members on an ongoing basis.
Conduct regular performance reviews and coach with formal corrective action plans when appropriate.
Monitor workload distribution and ensure adherence to service levels.
Ensure established processes are followed.
Quality check work and provide ongoing feedback.
Ensures appropriate department coverage.
Provide back-up coverage when team members are out of the office.
Provide input on team member salary increases and bonuses.
Provide input on departmental budget requests.
Implement process improvements to enhance efficiency and accuracy in commercial insurance administration.
Collaborate with other departments on projects as needed.
Implement and maintain Property and Casualty portfolios for UNICO clients, ensuring accuracy and compliance across all plans for a modest book of business.
Identify operational challenges, summarize findings, and develop strategic solutions to improve efficiency and client satisfaction.
Serve as the primary point of contact for clients, carriers, and third-party administrators regarding insurance programs.
Coordinate annual renewals including timelines, requirements, rates, and deliverables alongside the sales team.
Support escalated Commercial Insurance inquiries, resolve complex issues, and enhance service-level response times.
Collaborate with Advisors to provide product and policy recommendations aligned with client goals.