Commercial Lines CSR Manager

Commercial Lines CSR Manager

The James Allen Companies Inc
November 26, 2018
Wisconsin, WI
Job Type


Job Details


Commercial Lines CSR Manager

This role will lead a team of seven Customer Service Representative professionals while implementing a training program that increases product and carrier knowledge throughout the agency.

Directly supervises Agency Insurance Service Customer Service Representatives. Carries out supervisory responsibilities in accordance with the organization’s policies

Responsible for the development and growth of the Customer Service Representatives and assist the Account Executives

Directs staff training for products, customer service, soft skills, presentations, retention skills and time management

Oversees the day-to-day commercial lines operations by creating:

*Positive relationships with carriers

*Developing a training program to submit applications to the appropriate carriers

*Building and maintaining a market appetite repository including: market appetite, underwriting requirements and other technical insurance information

*Provides recommendations on what direction to expand the agency

Carries out individually and through staff the mission and vision of Agency Insurance Services

Build agency reputation and growth through positive customer relationships and marketing programs. The staff’s tone will be pleasant and productive

Create and enforce office policies, standards, and procedures to help the agency run smoothly and profitably

Supervise personnel, manage daily operations and hold staff accountable for their performance goals

Possesses thorough knowledge of and ability to implement all agency policies and procedures

Assists establishing a budget and monitoring revenue and expenses

Tracks production and servicing of each employee

Reviews customer accounts and assists in problem resolution as needed

Monitors Loss Ratio and retention trends and adjusts agency operations to address under performing results

Formal and informal surveys of customers

Responsibilities include interviewing, hiring, and training employees; planning, assigning and direction work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Education and Experience:
Bachelor’s degree (B.A.) from a four-year college or university; or four to ten years related experience and/or training; or equivalent combination of education and experience.

Computer Experience:
Advanced skills in Microsoft Office (Word, Excel) and Outlook
Experience with Agency Management Systems
Experience working with Comparative Rater software

Leadership Experience
Ability to effectively lead and coach a team
Excellent verbal and written communication/interpersonal skills
Position may require irregular working hours
Highly capable of managing all business operations
Straightforward communicator, dependable and strong leadership skills
Strong organizational skills, attention to detail and ability to multi-task
Passionate about relationship-building, genuinely caring and driven to fulfill customers’ needs

Certificates, Licenses, Registrations:
Property/Casualty Insurance Agent License required or obtained within 30 days of hire
CISR designation preferred




Bachelors or better.

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