Regional Service Director – Commercial Lines

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

📋 Description

• Assist the Commercial National Service Director in overseeing regional service operations for your designated hubs, either FL/GA or MI/TX.

• Provide daily support, guidance, and leadership to around 20 Commercial Account Managers/Executives.

• Help ensure that regional service teams achieve retention goals, meet renewal expectations, adhere to client service standards, and comply with internal workflow requirements.

• Aid in managing client escalations by researching issues, coordinating with internal team members, communicating with clients as necessary, and ensuring prompt resolution.

• Monitor upcoming renewals to ensure proactive client contact, adherence to renewal timelines, and timely coverage discussions prior to expiration dates.

• Emphasize expectations related to renewal calls, client interactions, documentation, cross-selling opportunities, and follow-through.

• Assist in identifying and facilitating cross-sell opportunities during the renewal process, including additional coverage lines, addressing coverage gaps, and account rounding opportunities.

• Maintain and manage an assigned portfolio of Commercial Lines business while also acting as a regional leadership resource.

• Train new hires on workflows for the Commercial Account Manager role, covering Applied Epic procedures, renewal processes, client communication standards, documentation requirements, service timelines, and internal transitions.

• Deliver refresher training and ongoing coaching to current team members regarding service processes, CAM workflows, renewal execution, documentation, escalation management, and client care expectations.

• Act as a regional point of contact for inquiries related to workflows, service issues, account management guidance, billing inquiries, carrier follow-ups, and process clarifications.

• Collaborate with the National Service Director to pinpoint training gaps, service inconsistencies, opportunities for process improvement, and persistent regional challenges.

• Contribute to quality control by ensuring proper documentation, completion of activities, adherence to renewal workflows, and accurate recording of client interactions.

• Work alongside Account Executives, Account Managers, producers, accounting teams, carrier partners, and leadership to facilitate seamless client service delivery.

• Foster a culture of accountability, teamwork, responsiveness, professionalism, and ongoing improvement within the regional Commercial Lines team.

⛳️ Requirements

• An active Property & Casualty Insurance License is mandatory.

• Over 7 years of experience in Commercial Lines insurance, ideally in account management, client service, operations, or service leadership.

• Strong grasp of Commercial Lines workflows, renewal procedures, client service standards, carrier communications, certificates, endorsements, policy checks, billing, and documentation expectations.

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

• Capability to balance leadership duties with managing an assigned portfolio of business.

• Proven experience in handling client escalations, intricate service issues, renewal concerns, billing queries, and coverage-related discussions with clients.

• In-depth knowledge of Commercial Account Manager workflows along with the ability to train new hires on processes, systems, and service expectations.

• Familiarity with Applied Epic is highly preferred.

• Excellent communication skills with the capacity to coach team members, interact with clients, collaborate with leadership, and provide clear directives.

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

• Strong organizational abilities to manage multiple priorities, track renewals, follow up on escalations, and ensure service tasks progress smoothly.

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

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

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

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Professional development opportunities