The Client Experience Leader leads, mentors, coaches, hires, develops and evaluates a team of colleagues. They will ensure the delivery of world class service to all current and prospective clients. Responsible for identifying key performance measurables and metrics that ultimately contribute to the overall growth, profitability and innovation of the group. Will work to ensure that measures put into place are scalable and consistent across areas of business.
PRIMARY RESPONSIBILITIES:
In partnership with senior leadership, leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.
Lead execution of strategies to enhance the client experience
Responsible for achieving and maintaining high client retention
Ensure efficiency in workflows and operational execution
Lead service team integration projects
Manage insurance company partner relationships including team meetings, and coordinating training for important market updates
Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.
Helps create an environment where open communication is encouraged, and morale is high.
Possesses day-to-day oversight, direction and accountability of team colleagues.
KNOWLEDGE, SKILLS & ABILITIES:
Has a high level of technical insurance knowledge.
Can manage his/her performance, adhering to established workflows and processes, along with that of team colleagues.
Develops effective strategies and tactics and creates positive motivation for team colleagues to achieve vision.
Is organized and possesses excellent verbal and written communication skills.
Working knowledge of appropriate software.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to learn any other appropriate program or software system used by the firm as necessary
Must demonstrate core values, exuding behavior aligned with the firm’s culture.
EDUCATION & EXPERIENCE:
Maintains all licenses as required by the State Department of Insurance to provide consultation and solutions in states where the firm functions.
Minimum 5 years of related experience in a service industry and in a leadership capacity
Experience with Agency Management System and/or other CRM-related software
IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
Top Skills
What We Do
BRP is now The Baldwin Group! We’ve updated our name to reflect our unified group of talented teams across the country.
The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than two million clients across the country.
In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients.
At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we Protect the Possible℠.
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