Director of Policy Services

Director of Policyholder Services

Location: Glastonbury, CT

Reports To: Chief Underwriting Officer

Travel: Approximately 4–6 trips per year to the Jacksonville, FL office

Position Overview

Join a growing medical professional liability insurance carrier dedicated to protecting physicians, healthcare professionals, and their practices. The organization serves healthcare professionals across multiple states and offers a collaborative, mission-driven environment where employees can make a meaningful impact on policyholders and the medical community.

The Director of Policyholder Services is responsible for leading the Policyholder Services function and ensuring an exceptional customer experience that supports strong client retention, policyholder growth, and operational excellence.

This position oversees a team of Policyholder Service Specialists and provides leadership, coaching, training, and operational direction to ensure responsive, accurate, and professional service to current and prospective policyholders.

The Director will establish service standards, identify opportunities for process improvement, and promote a client-focused culture centered around service excellence.

Working closely with Business Development, Brokers, Underwriting, and company leadership, this individual will help ensure seamless communication, efficient issue resolution, and a coordinated approach to serving clients throughout the policy lifecycle.

The Director will also develop and maintain strong relationships with key clients and strategic partners while serving as an advocate for policyholders and aligning service initiatives with broader organizational objectives.

Key Responsibilities

Policyholder Service & Account Management

• Oversee the day-to-day service needs of current policyholders, including policy updates, payment information, certificate management, coverage questions, endorsement requests, indications, and quotes.

• Manage and coordinate work supporting Business Development Executives, Brokers, and Underwriting to help achieve policyholder retention, premium growth, and new business goals.

• Provide high-level customer service for assigned accounts in partnership with Business Development, Brokers, and Underwriting.

• Ensure timely, accurate, and professional responses to policyholder and broker inquiries.

• Help resolve complex account issues and ensure a positive customer experience throughout the policy lifecycle.

Team Leadership

• Manage, train, coach, and develop a team of experienced Policyholder Service Specialists.

• Establish clear expectations and service standards for the department.

• Monitor team performance and identify opportunities to improve efficiency, consistency, and customer satisfaction.

• Promote both employee engagement and policyholder satisfaction.

• Provide leadership and training related to Policyholder Service Specialist responsibilities and workflows.

Business Acumen & Operational Excellence

• Partner with Underwriting and Business Development to organize and manage the overall book of business.

• Maintain strong communication and service standards, particularly regarding client response times.

• Build and maintain strong relationships with policyholders, brokers, internal teams, and company leadership.

• Stay current on medical professional liability insurance industry trends and applicable state regulatory changes.

• Participate in team initiatives focused on process, workflow, and technology improvements.

• Demonstrate a commitment to continued professional development and completion of applicable educational requirements.

Technology & Process Improvement

• Leverage technology to improve policyholder service and underwriting support processes.

• Utilize policy administration systems, reporting tools, third-party platforms, and other technology solutions to improve efficiency and accuracy.

• Identify opportunities to incorporate automation and artificial intelligence into appropriate workflows.

• Participate in the evaluation and improvement of tools supporting underwriting, policy administration, customer service, reporting, and risk assessment.

Regulatory Compliance

In partnership with the Chief Underwriting Officer and Vice President of Underwriting:

• Help develop and maintain processes designed to support compliance with applicable regulatory requirements.

• Stay informed regarding relevant state and federal insurance laws and regulations.

• Assist with implementing policies and procedures designed to ensure underwriting and policy servicing practices comply with applicable requirements.

• Help ensure policy documentation remains current, accurate, and consistent with underwriting practices and regulatory requirements.

Qualifications

• Bachelor’s degree preferred or equivalent professional experience.

• 5+ years of relevant sales and/or Commercial Property & Casualty insurance experience required.

• Connecticut Property & Casualty Producer License and/or Florida 2-20 General Lines Agent License, along with additional state Property & Casualty licenses as required.

• Experience working collaboratively with brokers, sales professionals, underwriting teams, and company leadership.

• Demonstrated ability to build and maintain strong client relationships.

• Previous leadership, training, coaching, or team development experience.

• Strong understanding of commercial insurance account management and policy servicing.

• Ability to work effectively and professionally in a fast-paced environment.

• Excellent written and verbal communication skills.

• Strong relationship-building and customer service skills.

• Demonstrated proficiency with Microsoft Office Suite.

• Strong critical-thinking and problem-solving abilities.

• Exceptional organizational and time-management skills.

• Self-motivated and resourceful with the ability to work independently.

• Ability to work collaboratively in a team environment.

• Ability to prepare reports and professional business correspondence.

• Comfortable presenting information and responding to questions from clients, brokers, managers, customers, and other stakeholders.

• Ability and willingness to travel approximately 4–6 times per year to the Jacksonville, FL office.

Benefits

The organization offers a comprehensive benefits package designed to support employees professionally, personally, and financially.

Health & Well-Being

• Medical insurance

• Dental insurance

• Vision insurance

• Employee Assistance Program

Financial Benefits

• Competitive salary

• Incentive bonus plan

• 401(k) with company match

• Group life insurance

• Short-term disability coverage

• Long-term disability coverage

• Health Savings Account

Time Off

• Paid time off

• Company holidays

• Volunteer time off

Professional Development

• Education financial assistance

Culture

• Charitable giving opportunities

• Team-building events

• Employee recognition programs

Equal Employment Opportunity

The organization provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.