Client Contact Lead Position Available In Mecklenburg, North Carolina

Client Lead
locations
Charlotte, North Carolina, US
time type
Full time
posted on
Posted 2 Days Ago
job requisition id

JR107845

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wver their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (

NASDAQ:

BWIN), takes a holistic and tailored approach to insurance and risk management. As a Client Lead, this individual works with the Manager to manage and implement client center operations, enhance systems and processes, and supervises a team of Client Center Representatives, making the most effective and efficient use of staff and technology resources.

PRIMARY RESPONSIBILITIES

Ensures the Client Center Representatives have the kledge and skills to answer client inquiries, request for support, or problems quickly and effectively
Works with the Manager and HR to recruit and train colleagues
Promotes positive motivation for colleagues to achieve goals and the company vision
Assigns and prioritizes colleague tasks and appropriately shifts efforts to effectively manage workload
Monitors live and recorded calls to ensure quality standards are met; provides coaching, feedback, and corrective action to colleagues in accordance with the quality assurance program
Coaches, mentors, counsels, and trains colleagues on a continual basis; reviews job contributions and communicates job expectations
Conducts monthly one-on-one meetings with direct colleagues
Evaluates colleague performance and makes recommendations to Manager on corrective and promotional opportunities
Ensures client contact representatives ad to assigned daily schedules to provide the most efficient and best service for our clients
Answers calls, emails, and other forms of contact coming into the contact center as needed
Takes escalated calls as needed in order to de-escalate the call and ensure excellent, quality service
Maintains a concern for timeliness and completeness when interacting with clients, brokers, or insurance company partners to create a positive experience
Recommends measures to improve methods and suggests changes in working conditions to increase efficiency
Conducts investigations and participates in projects as necessary

KLEDGE, SKILLS & ABILITIES

Proven ability to supervise the day to day client center operations of six (6) or more colleagues
Ability to handle all levels of client complaints and questions and be professional under pressure, displaying a high level of patience
Effective written and verbal communications skills
Excellentanizational skills
Capable of exercising discretion and a high level of confidentiality

EDUCATION & EXPERIENCE

Bachelor’s degree; or equivalent combination of education and work experience
At least two (2) years’ experience working in a call center environment
Obtain and maintain insurance license, as required by the State Department of Insurance to provide risk management consulting or risk transfer solutions as necessary in states w the firm functions (or be willing and able to obtain all required licenses within the first 90 days of employment).
Personal Lines insurance industry experience, preferred
Proficiency in MS Office Suite, with a focus on Outlook, Excel, and Word
Demonstrates theanization’s core values, exuding behavior that is aligned with the corporate culture

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 theanization. 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.