Team Lead – Service Excellence Team, Commercial Department

Department: Aerospace

Location: Dallas, TX

About Acrisure

Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.

Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.

Job Summary:

The Team Lead for the Service Excellence Team, Commercial Department supports the day-to-day operations of the Commercial Aviation department. This role involves handling customer inquiries, co-worker inquiries, processing policy changes, and ensuring that clients receive exceptional service. The ideal candidate will possess strong organizational skills, attention to detail, and the ability to work effectively independently and in a team-oriented environment.

Responsibilities:

• Respond to customer inquiries via phone, email, and in-person.
• Assist clients with policy changes, endorsements, and renewals.
• Process new insurance applications, policy changes, and renewals accurately and efficiently.
• Review and verify the accuracy of policy documents.
• Maintain up-to-date client records in the agency management system.
• Provide proactive communication to clients regarding policy updates and changes.
• Prepare and send out client correspondence, including policy documents and renewal notices.
• Assist with billing inquires and payment processing.
• Work closely with account managers and underwriters to ensure client needs are met.
• Participate in team meetings and contribute to process improvement initiatives.
• Complete data projects to support the region as it pertains to agency management system records.
• Execute administrative tasks and reports to support clients, the service team, and other internal departments with Compliance related projects.
• Attend and complete any role relevant meetings, training sessions, or assignments as required.
• Perform other tasks or projects as requested by service team or region leadership.
• Assists the Account Management Team with day-to-day administrative needs, billing resolution and other service-related items.
• Provide guidance and instruction to work group.  Responsible for delegating work, overseeing progress towards goals, and coaching team members as needed.
• Strong communication, empathy, technical expertise, and the ability to inspire and motivate the team. Create a positive work environment, encourage healthy relationships, and guide the team toward achieving shared goals. 

Requirements:

•  Team Development & Culture: Foster a positive, client-centric culture by modeling accountability, collaboration, and inclusion. Provide management and coaching to administrative assistants and receptionists in a designated territory. Support skill-building and promote professional development to strengthen team engagement and performance. 
• Performance Support: Monitor individual and team performance metrics, identify gaps, and offer real-time feedback and support. Assist in anticipating team needs to maintain workflow momentum and service quality. Connects with Manager to relay real-time feedback for teams for increased visibility.  
• Task Management and Delegation:   Assigning tasks, setting deadlines, monitoring progress, and delegating responsibilities effectively. 
• Communication: Communicating clear expectations, providing regular updates, and facilitating open communication within the team and with other departments

Education/Experience:

• High school diploma or recognized equivalent is required.
• Minimum of 2 years’ experience in a fast paced, professional office setting is required.

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

Benefits & Perks:

• Competitive Compensation
• Industry Leading Healthcare
• Savings and Investments
• Charitable Giving Programs
• Offering hybrid work option           
• Opportunities for Growth
• Parental Leave
• Generous time away