National Service Director – Commercial Lines

This is a fully remote position, open to applicants in Texas.

📋 Description

• Provide nationwide oversight, direction, and leadership to a team comprising approximately 30 Commercial Account Managers and 10 Account Executives.

• Develop, track, and report on key metrics related to the account portfolio, including workload distribution, book size, renewal activities, retention performance, service capacity, and client engagement execution.

• Assess the skill sets, experience levels, book complexities, and workload demands of Account Managers and Account Executives to ensure the right alignment of talent with appropriate accounts and responsibilities.

• Design, implement, and enhance workflows that promote effective renewal execution, consistent service delivery, accountability, client care, and retention across all regions within Commercial Lines.

• Assist in ensuring that service teams meet retention objectives, renewal expectations, client service standards, documentation requirements, and internal workflow benchmarks.

• Monitor upcoming renewals to guarantee proactive client contact, adherence to renewal timelines, timely coverage discussions prior to expiration dates, and early identification of retention risks.

• Reinforce expectations around renewal calls, client interactions, documentation, cross-selling opportunities, ownership of workload, and follow-through actions.

• Identify and promote cross-sell opportunities during the renewal phase, including additional lines of coverage, addressing coverage gaps, and enhancing account rounding prospects.

• Train new hires on the workflows of Commercial Account Managers, including Applied Epic procedures, renewal workflows, client communication protocols, documentation requirements, service timelines, and internal transitions.

• Provide refresher training and ongoing coaching to existing team members on service processes, CAM workflows, renewal execution, documentation practices, escalation management, retention best practices, and client care standards.

• Act as a national point of contact for inquiries related to workflows, service challenges, account management guidance, billing inquiries, carrier follow-up, process clarifications, and escalation support.

• Collaborate with Commercial Lines leadership to identify gaps in training, inconsistencies in service, imbalances in workload, opportunities for process improvements, and recurring issues within regions.

• Support quality assurance by ensuring that files are accurately documented, activities are completed, renewal workflows are adhered to, account metrics are evaluated, and client interactions are properly recorded.

• Foster a culture of accountability, teamwork, responsiveness, professionalism, continuous improvement, and service focused on retention throughout the national Commercial Lines team.

⛳️ Requirements

• An active Property & Casualty Insurance License is required.

• A minimum of 7 years of experience in Commercial Lines insurance, ideally within account management, client service, operations, or service leadership roles.

• A solid understanding of Commercial Lines workflows, renewal processes, client service standards, carrier communications, certificates, endorsements, policy checking, billing, and documentation expectations.

• Experience in supporting or leading Commercial CSRs, Account Managers, Account Executives, or service team personnel.

• Capability to assess book sizes, workload distributions, service capacities, and team member skill sets to ensure appropriate account alignment.

• Experience in managing client escalations, complex service challenges, renewal issues, billing inquiries, and coverage-related discussions with clients.

• Strong knowledge of workflows for Commercial Account Managers and Account Executives, with the capacity to train team members on processes, systems, service expectations, and retention-focused execution.

• Familiarity with Applied Epic is highly preferred.

• Excellent communication skills, enabling effective coaching of team members, interaction with clients, collaboration with leadership, and provision of clear guidance.

• Ability to hold team members accountable while fostering a supportive, positive, and solutions-oriented leadership approach.

• Strong organizational skills to manage multiple priorities, oversee renewal activities, evaluate account metrics, follow up on escalations, and ensure service items progress smoothly.

• Keen attention to detail, particularly concerning documentation, renewal timelines, client communications, and service execution.

• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.

• Willingness to travel occasionally to assigned regional hubs for meetings, training, team assistance, and business needs.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work environment and supportive company culture.

• Generous paid time off and holidays.