Overview

Team Lead At HUB International, we are a team of entrepreneurs. We believe in empowering our clients, and we do so by protecting businesses and individuals in our local communities. We help businesses evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees. As a global firm, we offer employees resources in both technology and industry expertise, but we still maintain the local flavor of our offices. Our structure enables our teams to maintain their own unique, regional culture.HUB is one of the largest global insurance and employee benefits broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. With over 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.HUB International we want you to achieve an even work-life balance, and our benefits package allows you to manage your health, wellness, and financial future. HUB International will foster your learning, support your endeavors, and encourage your growth. We provide opportunities for career-driven individuals to move upward in our organization. Our successes breed your opportunity!Benefits you may enjoy working at HUB International Midwest-East:Medical, Dental, and Vision (PPO, HMO, and HSA)Comprehensive Wellness Program401(k) Retirement PlanLife and Disability PlansVacation, Holiday, Sick, and Personal Time OffSpending AccountsPet InsuranceBonus ProgramComprehensive Onboarding ProgramContinuing Education / Personal Development ProgramsFlexible Work ArrangementsEmployee Engagement EventsDress for Your Day Dress-CodeService AwardsPosition Purpose and Goal :The Team Lead ensures our clients receive exceptional service that drives our new business revenue and client retention goals. You will oversee your client support team, providing expertise, leadership, and mentorship to achieve their individual and team goals. As an integral part of the PL leadership team, you will collaborate in creating our strategic action plan and implement the tactical plan to achieve our vision and meet our established rocks and goals.Primary Duties and Responsibilities :Oversees the client support team and ensures they provide an exceptional client experience.Provides ongoing learning initiatives and coaches team members on best practices.Provides ongoing feedback and quarterly reviews that ensure verifiable improvements in productivity.Support account managers on unique risk needs and assist with backup on department inbound calls. Delegate team members' workloads accordingly in their absence.Communicate regularly with the Operations Manager to ensure a consistent, high-level experience for our colleagues and clients.Performs client surveys and keeps records of interactions for training purposes.Resolve complex client problems or disputes in a professional manner.Create and monitor departmental reports to determine whether KPIs are being met and where there is room for improvement. Audit the management system on a weekly basis.Plays an integral role in carrier relationships and management of resources to balance new business allocation appropriately.Further builds and strengthens cross-departmental relationships to ensure a consistent high-level experience for our colleagues and clients.Builds and maintains relationships with underwriters and carrier representatives to ensure predictable and consistent resolution of identified issues.Utilizes our processing team and carrier service centers based on agency procedural standards.Assess claims requests and advise the client on the best course of action. Works as a liaison between our client and carrier claims department to ensure a satisfactory resolution.Review client phone calls to ensure the highest level of customer service provided to our book of business.Experience and Educational Requi