A Lead Account Executive plays a critical role in overseeing customer service operations within The Hatcher Agency, ensuring high standards of service, and guiding teams to handle customer inquiries, claims, and policy management effectively. Below is an outline of the key responsibilities, skills, and qualifications typically associated with this role:
Key Responsibilities:- Team Leadership & Supervision:
- Supervise and mentor a team of Account Executives, ensuring they provide excellent customer service.
- Monitor team performance, conduct regular performance evaluations, and provide constructive feedback.
- Lead team meetings and training sessions to maintain high levels of productivity and morale.
Customer Service Excellence:
- Serve as the point of escalation for complex or high-priority customer inquiries or complaints.
- Ensure that all customer interactions, whether in-person, over the phone, or via email, are handled professionally, and promptly.
- Maintain a high level of customer satisfaction by addressing issues or concerns and providing appropriate solutions.
Policy and Claims Support:
- Assist customers with understanding their insurance policies, coverage options, and claims process.
- Collaborate with claims adjusters, underwriters, and other departments to resolve customer issues quickly.
- Provide accurate and timely information regarding policy renewals, changes, or cancellations.
Compliance & Regulations:
- Stay up to date with insurance regulations, company policies, and best practices to ensure compliance and avoid potential liabilities.
- Educate and guide the team on regulatory changes and industry standards.
Skills and Qualifications:- Experience:
- 3-5 years of experience in customer service, with at least 1-2 years in a leadership or supervisory role in an insurance environment.
- Customer Service Skills:
- Strong communication skills, both verbal and written.
- Conflict resolution and problem-solving abilities.
- Active listening and empathy to understand customer needs and concerns.
- Leadership Abilities:
- Experience in mentoring or managing a team.
- Ability to motivate and guide team members to meet goals.
- Strong decision-making skills and the ability to handle escalated issues effectively.
- Industry Knowledge:
- A solid understanding of insurance product processes, and terminology.
- Familiarity with the claims process and policy management.
- Insurance License
Core Competencies:- Problem-Solving: Ability to think quickly and come up with solutions to address customer concerns or operational inefficiencies.
- Attention to Detail: Ensure that all customer interactions and transactions are accurate and compliant with regulations.
- Time Management: Efficiently handle multiple tasks, prioritize workloads, and manage time effectively.
- Adaptability: Ability to adjust to changes in processes, technology, and customer needs.
