Insurance Services Director

Description

The Insurance Services Director at Valley Agencies oversees department operations, technology, finance, compliance, and client relations. This position is designed to help grow the Agency by strengthening client relationships, delivering exceptional client experience, and driving operational excellence. This role oversees daily service operations, ensures timely, accurate handling of client inquiries, and drives consistent service standards across all interactions. The Insurance Services Director coaches and supports team members' development, monitors performance metrics, maintains accountability, communicates carrier updates and agency procedures, and implements process improvements to improve efficiency and customer satisfaction. This role will lead execution of the Agency’s strategic plan as directed by the CEO and Insurance President. 

Responsibilities

• Promote teamwork, professionalism, accountability, and positive communication within the department. 
• Conduct regular one-on-one meetings, performance reviews, and ongoing feedback discussions.
• Foster a positive, accountable, and service-oriented team culture.
• Provide periodic updates on staff performance through meetings with the president to ensure staff performance meets overall expectations.
• Promote collaboration with the sales team to support growth objectives in sync with client service expectations and operational efficiencies.
• Develop and implement tactics to support the overall strategic plan as well as the agency’s strategic plan.
• Address workflow issues and assist in resolving escalated service matters.
• Oversee daily workflow to ensure timely, accurate, and professional handling of client inquiries and service requests. 
• Implement and promote procedures to enhance the effectiveness and efficiency of agency operations.
• Develop and implement standard operating procedures to ensure accuracy of data.
• Serve as an escalation point for complex or sensitive client issues and ensure resolution. 
• Monitor service levels and staffing to maintain responsiveness and efficiency.
• Identify opportunities to improve departmental workflows and efficiencies.
• Ensure consistent application of service standards across all client interactions.
• Implement and promote procedures and processes to ensure client data is accurate and consistent throughout the application.
• Manage all carrier relationships to support continued operations and accessibility.
• Communicate effectively regarding carrier changes and agency updates to the CSR team and across departments to ensure alignment and smooth operations. 
• Keep CSR staff informed and up to date on all carrier partner information, underwriting guidelines, policy updates, and procedural changes.
• Identify opportunities to enhance sales opportunities through strategic carrier opportunities.
• Participate in carrier meetings and communications alongside agency leadership.
• Develop and implement response plans as necessary to support carrier communications and email correspondence received.
• Attend meetings and agency visits with carrier marketing representatives.
• Serve as a key contact for distributing carrier information and ensuring implementation within the service team.
• Manage overall carrier line-up and evaluate opportunities to add additional strategic carriers.
• Manage SIAA relationship to ensure continued alignment with the organization’s strategic plan.

Requirements

• High School Diploma/GED. Two- or four-year post-secondary degrees are preferred. 

Minimum Qualifications

• 5 – 8 years in customer service, insurance, or financial services roles.
• 2 – 4 years in a supervisory capacity (formal or informal).
• Property and Casualty License required.
• Previous experience in both personal and commercial lines is preferred.
• Experience using an AMS and a document imaging system.
• Technical knowledge with proficiency in Microsoft-based applications and the ability to learn new software and assist others with the use of that software.