Account Services Director

The Account Service Director serves as a critical partner to the Underwriting team and is a key contact for internal partners, servicing brokers, and other key stakeholders. This position directs service delivery for assigned multi-line accounts through cross-functional teams. The position handles complex tasks and escalated issues across all lines of business. The Account Service Director determines the appropriate course of action for various processes and serves as Service Delivery Lead for secondary lines written through other business units. Through demonstrated leadership skills and technical expertise, the Account Service Director will provide training to colleagues, assist with problem resolution, work distribution, and/or perform quality assurance. The Account Service Director utilizes LEAN principles and methodology to continuously improve processes and procedures to enhance the customer experience. The Account Services Director will support across NAC, Middle Market Construction, and Specialty business. This role will sit 100% remote.

Responsibilities

Responsible for directing and coordinating service delivery on assigned account portfolio; Key Point of Contact for Internal Business Partners and other internal stakeholders involved on the account; Serves as a Key Contact for servicing brokers and provides a differentiated customer service experience through regular interactions; Handles complex tasks or escalated issues including: Account review and triage, policy issuance, rating preparation, billing, CRITs resolution, etc.; Serves as Lead and Subject Matter Expert to other Underwriting Operations teams, providing direction, problem resolution, work distribution, training and/or quality assurance as needed; Develops and nurtures strong relationships with key partners (Underwriters, Operations, Global Service Operations, IT, etc.); Adheres to compliance and regulatory standards and maintains account files and documentation; Participation in projects, as needed

Requirements

Commercial Account Service experience/prior relevant insurance industry experience; Demonstrated expertise in Workers Compensation, Auto, General Liability, Umbrella, Excess Liability; Strong customer service orientation with an ability to operationalize customer needs; Self-Directed, prone to action, and able to manage competing demands; Demonstrated resource for colleagues with ability to influence outcomes; Strong ability to develop and nurture relationships with key partners (Underwriters, Operations, Global Service Operations, IT, etc.); Effective Communication Skills / Written and Verbal; Ability to work in a fast-paced work environment

Nice to have

Multi-line, admitted commercial P&C experience; 5+ years' experience working in same or related field; Bachelor's degree and/or Insurance designation; Proficiency in Microsoft Office Suite; Knowledge of SmartSheets, ImageRight, and other insurance platforms (PolicyWriter, Policy Decisions, other insurance policy issuance platforms)

Benefits

Multiple medical plans plus dental, vision and prescription drug coverage; Competitive 401k with generous matching; PTO beginning at 20 days per year; Up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; Basic Life and AD&D Insurance; Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement; Backup Child and Elder Care; Incentive eligible