Account Service Team Leader

Job Description

About Acrisure
Acrisure is a fast-growing fintech leader that operates a global insurance broker. The Company has grown from $38 million to $3.9 billion in revenue since 2013 and deploys the best of Human and Artificial Intelligence (AI) at scale to reimagine financial service product distribution. Acrisure employs over 14,000 employees across thirteen countries.
Led by co-founder, Chairman and CEO Greg Williams, Acrisure provides a broad array of insurance and financial related solutions, including commercial property and casualty, personal lines and employee benefits insurance, real estate services, cyber services and asset and wealth management. Acrisure’s massively valuable, high margin distribution network combines the strength of trusted advisors with growth and efficiency enabled by AI.

Job Summary:
The Account Service Team (AST) Team Leader is primarily responsible for leading a team of approximately 9 service associates, responsible for retaining, and growing an assigned book of business within the small/micro market (<50 employees) through exceptional service, meaningful customer engagement and providing solutions. The Team Leader is passionate about coaching, motivating, and supporting a shared service team to execute collectively toward shared goals and objectives.

Responsibilities:

• Pro-actively manage service team and assigned book of business consistent with both AST and Acrisure Advantage Solutions objectives and goals

• Create culture of accurate, timely and professional service engagement to assigned customers

• Oversee assigned customer satisfaction as well as retention and grow relationships where appropriate by providing solutions and leveraging internal and external data as well as automation tools to support and educate the customer

• Provide resolution support and oversight for identified customer escalation inquiries

• Ensure team completes necessary workflows and activities in Agency Management System (AMS) and other applicable software in a timely manner

• Oversee delivery of renewal information and competitive pricing for inforce and new solutions offers

• Develop and deliver a regularly scheduled training plan and embrace being a student of the business by growing group insurance knowledge through company provided online learning tools as well as industry content and publications

• Drive digital centricity for assigned customer block including onboarding, benefit administration adoption, engagement with decision support tools, participation in customer virtual training events and other tools which may become available

• Stay up to date on industry trends as well as market intelligence and include in team training

• Other duties as required

• Ensure business continuity workflow balancing during planned and unplanned team member absences

Requirements:

• Proficient small group employee benefit knowledge (medical and ancillary)

• Effective communication skills as well as strong organizational skills and demonstrated attention to details

• Able to apply motivational leadership, support, and empowerment to service team

• Embraces customer success and demonstrates a “can do attitude”

• Proficient in MS Office applications and experience with AMS or related software

• Can manage multi customer related activities simultaneously

• Minimum 2 years team management experience

Education/Experience:

• BA or BS Degree preferred, and minimum 4 years industry experience required

• Demonstrated success with achieving team and organization objectives

Pay Details:

Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status.  California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.

Acrisure is equally committed to supporting social issues. In 2021, the Company co-founded Evolution Advisors, a joint venture focused on providing greater access and more effectively distributing insurance products and financial services to minority-owned enterprises. In its home of Grand Rapids, Acrisure provided $15 million to create the Acrisure Center for Innovation in Children’s Health at Helen DeVos Children’s Hospital.

To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.