Personal Lines Insurance - Customer Service Team Lead Job Listing at EPIC in Maple Grove, MN (Job ID 8235689002)

Description

Come join our team!

There are many reasons why EPIC Insurance Brokers & Consultants has become one of the fastest-growing firms in the insurance industry. Fueled and driven by capable, committed people who share common beliefs and values and “bring it” every day, EPIC is always looking for people who have “the right stuff” – people who know what they want and aren't afraid to make it happen.

Headquartered in San Francisco and founded in 2007, our company has over 3,000 employees nationwide. With locations spread out across the U.S., our local market knowledge and industry expertise helps support our clients' regional and global needs. We have grown very quickly since our founding, and we continue to see growth and success thanks to our hard-working and growth-minded employees. 

Our core values are: Owner mindset, Inspire trust, Think big, and Drive results. If these values and growth align with what you're looking for in your next career? Then consider joining our amazing team!

JOB OVERVIEW:

Come join our Premier Personal Lines Insurance team!  This is an exciting opportunity to step into a new role, new office location, and build a top-notch team! Currently, most of our personal lines team members are based in the Northeast and southern Indiana. We are expanding our team to build out a new location in the Twin Cities!

The Personal Lines Insurance - Customer Service Team Lead role's responsibilities include the following areas: hiring, training and mentoring the Premier Client Advocate team members, and providing day-to-day customer service to our clients. The team leader helps guide and support the service team, fostering a culture of growth, collaboration, and continuous improvement.

A successful candidate will embody the highest standards of leadership and professionalism. The ideal candidate will bring a unique blend of discernment and empowerment, enabling their team to excel while making well-informed decisions. This is an opportunity for a dynamic leader who thrives on collaboration, values accountability, and is committed to excellence & great customer service.

The individual in this role must be a clear communicator who will precisely articulate goals and expectations, ensuring alignment across all stakeholders. Above all, they will inspire their team to achieve greatness while maintaining a supportive and inclusive environment.

LOCATION: In-Office - St. Louis Park, MN - This is a fully in-office role in order to be able to successfully mentor, train & develop new team members. Office location will be a temporary site in St. Louis Park until long-term office can be secured also in St. Louis Park or close to it.

WHAT WE'RE LOOKING FOR:

• REQUIRED: Personal lines insurance experience AND experience having been in a team lead or leadership role. As soon as this role starts, they will actively help recruit, hire, onboard & train new team members and start building out the new office location.
• Dynamic, proven leaders who thrive on collaboration, valuing accountability, and being committed to excellence.
• Candidates with strong, professional communication skills and relationship-building skills – both written and verbal. 
• Positive and outgoing disposition, eager to work as a team but also functions well working independently.
• Individuals with an excellent eye for building out processes and eager to help create and grow this new team!

WHAT YOU'LL DO:

Team Lead duties:

• Supports the education and development of team members through training, coaching, and mentorship.
• Builds strong relationships, navigate challenges effectively, and supports the growth and development of each team member.
• Onboards new team members including initial training on EPIC systems and processes.
• Oversees and facilitates ongoing training, education, and support of team members on EPIC systems and processes as well as on insurance related topics.
• Effectively allocates day-to-day tasks and special projects to team members to ensure appropriate capacity and workload of team members.
• Coaches team members on areas of concern including work quality, attention to detail, and attendance.
• Assists in goal setting including career pathing and training priorities for team members.
• Participates in annual review evaluations and promotion considerations for team members.
• Assists in day-to-day service needs of assigned accounts.
• Delivers coaching and development support to team members to enhance performance and professional growth.
• Other office duties and special projects as assigned.

Customer Service duties:

• Field and respond promptly to client inquiries via phone, mail, and email in a professional and courteous manner.
• View every client contact as an opportunity to give our clients another reason to keep their insurance with us. Review exposures, loss experience, and current coverage. Provide proactive solutions and recommend appropriate products.
• Follow department protocol for taking the next call in the queue, return calls promptly, and set clear expectations with the client.
• Document all communication with clients and carriers in a prompt manner. Records must reflect the most current status at all times.
• Look for new sales opportunities by cross selling and upselling coverage.
• Develop a strong working knowledge of our carrier websites and utilize the sites to secure accurate and timely information for our clients. Strive to resolve all inquiries on the first phone call.
• Deliver complete and accurate account reviews according to procedures.
• Remarket accounts according to agency guidelines. Confirm that the client's current program is the best option and if warranted, provide other options to the client.
• Assume ownership of customer concerns and feedback until the resolution is successfully accomplished. Utilize good judgment. Escalate problems to management as needed.

PERSONAL AND ORGANIZATIONAL DEVELOPMENT:

• Sets priorities and manages workflow for self and team to ensure all goals are met.
• Interacts with others effectively utilizing good communication skills, cooperating purposefully, and providing information and guidance as needed to achieve the business goals of the Team/Company.
• Stays informed regarding industry information, trends, new product/program developments, coverages, and technology to continually improve service, work product, knowledge, and performance.
• Projects a professional image in action and appearance.
• Contributes to a culture of continuous learning by participating in and facilitating educational sessions and development opportunities.

WHAT YOU'LL BRING:

• REQUIRED: At least 5+ years of current personal lines insurance industry experience.
• REQUIRED: Current property & casualty insurance license.
• STRONGLY PREFERRED: At least 2+ years of team lead or management experience.
• Must have working knowledge of a variety of Microsoft Office computer software applications to include Excel, Word, Outlook, PowerPoint, and presentation software.
• Ability to work with and maintain confidential information in a discreet and professional manner.
• Solid problem-solving, analytical abilities, and critical thinking skillset;
• Strong attention to detail;
• Ability to work both on a team and independently; with or without direct supervision;
• Performing with effective planning and priority setting. Ability to manage several projects simultaneously while working under pressure to meet deadlines;
• Strong interpersonal communication skills, both written and oral;
• Position continually requires teamwork, demonstrated poise, tact, and diplomacy.
• Bachelor's degree preferred but not required

COMPENSATION: 

The national average salary for this role is $80,000 - $90,000 in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications and education, while also considering internal equity and market data.

WHY EPIC:

EPIC has over 60 offices and 3,000 employees nationwide – and we're growing! It's a great time to join the team and be a part of this growth. We offer:

• Generous Paid Time off
  • Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
• Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
• Generous employee referral bonus program of $1,500 per hired referral
• Employee recognition programs for demonstrating EPIC's values plus additional employee recognition awards and programs (and trips!)
• Employee Resource Groups: Women's Coalition, EPIC Veterans Group
• Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
• Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
• Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs
• 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC!
• EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation
• We're in the top 10 of property/casualty agencies according to “Insurance Journal”

To learn more about EPIC, visit our Careers Page: https://www.epicbrokers.com/about/epic-careers/. 

EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. 

California Applicants - View your privacy rights at: https://www.epicbrokers.com/wp-content/uploads/2025/01/epic-ca-employee-privacy-notice.pdf. 

Massachusetts G.L.c. 149 section 19B (b) requires the following statement: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

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