Renewal Team Lead

📋 Description

• • As a Renewal Team Lead at Community Risk Advisors, you will be at the forefront of safeguarding client relationships and ensuring the sustained success of our agency within a designated geographic territory.
• • This pivotal role combines the critical functions of service, retention, and operational execution, demanding a proactive and strategic approach to managing a book of business.
• • You will be instrumental in driving profitable retention, upholding operational excellence, and delivering a best-in-class client experience.
• • The position currently encompasses both Renewal Team Lead and Service Team Lead responsibilities, requiring direct oversight of retention strategies, upselling opportunities, renewal processes, claims handling, and overall client servicing.
• • Your leadership will extend to providing day-to-day direction and guidance to Placement Coordinators who support the assigned book of business, ensuring seamless market placement, adherence to renewal timelines, and alignment with established agency standards.
• • As the agency continues to scale and evolve, this role is designed to transition into a player-coach capacity, where you will lead multiple placement staff while retaining ultimate accountability for renewal retention, service quality, and fostering exceptional client loyalty.
• • The Renewal Team Lead is a vital protector of client trust, agency revenue streams, and regulatory compliance, directly impacting customer satisfaction and long-term client loyalty through a blend of licensed oversight, meticulous renewal execution, and unwavering commitment to service excellence.
• • Your primary objective will be to execute renewals and service operations with impeccable timeliness, accuracy, and compliance, consistently aiming to maintain a revenue retention rate of 95% or greater across your assigned territory.
• • You will be responsible for ensuring high levels of client satisfaction and retention, providing strategic leadership for all renewal and service-related activities.
• • A key aspect of your role will be to ensure that market placement and service execution effectively support retention goals, profitability targets, and foster strong carrier relationships.
• • You will also play a crucial role in supporting the renewal and retention strategies of Territory Managers.
• • In terms of Renewal Management, you will meticulously manage the entire renewal process for your assigned book of business, conducting thorough reviews of renewal terms, pricing, and coverage changes with the placement team before proposing them to clients.
• • You will be responsible for preparing and delivering comprehensive renewal proposals and clear explanations of coverage changes, ensuring all renewals are completed well in advance of their effective dates.
• • As the licensed lead for renewal placement activity, you will provide essential guidance to Placement Coordinators, offering expert advice on coverage and underwriting questions that necessitate a valid insurance license.
• • You will review and approve renewal recommendations and placement strategies, ensuring strict adherence to all licensing and Errors & Omissions (E&O) standards.
• • Your role in Client Retention, Relationship, and Satisfaction involves serving as the primary oversight contact for renewals and service on the book, actively supporting renewal strategies and retention objectives.
• • You will proactively identify at-risk accounts, escalating them as needed, and recommending appropriate coverage enhancements to better serve client needs.
• • Your efforts will directly contribute to achieving and exceeding the 95%+ retention target and fostering positive customer satisfaction survey results.
• • In Claims Handling, you will provide prompt claim support and advocacy for clients, ensuring they receive timely assistance and representation.
• • You will maintain open communication with the executive team, providing updates on severe or catastrophic claims and any adjustments to reserves.
• • Operational Accuracy & Compliance will be maintained through diligent record-keeping in the agency management system and strict adherence to workflows designed to minimize E&O exposure.
• • You will actively support audits and compliance reviews, ensuring the agency remains in good standing.
• • Daily Servicing Responsibilities include processing endorsements, policy changes, and mid-term adjustments efficiently.
• • You will assist clients with billing inquiries, audits, and payment issues, providing clear and timely support.
• • You will support collections efforts in accordance with agency procedures, helping to maintain financial health.
• • Issuing certificates of insurance and evidence of coverage will be a regular duty, ensuring clients have the necessary documentation promptly.
• • You will respond to routine service requests in a timely and professional manner, upholding the agency's commitment to service excellence.
• • Coordinating with carriers on policy servicing matters will be essential to ensure smooth operations.
• • Collaboration, Projects & Continuous Improvement are key components of this role, involving close collaboration with Territory Managers, producers, and Placement Coordinators.
• • You will actively participate in training sessions and process improvement initiatives, contributing to the agency's growth and efficiency.
• • You will assist in mentoring Placement Coordinators, sharing your expertise and fostering their development.
• • Completing assigned projects and initiatives will be a regular part of your responsibilities, contributing to broader agency goals.
• • Key Performance Indicators (KPIs) for Renewals include maintaining a renewal retention rate of 95%+, ensuring on-time renewal completion, upholding accuracy and compliance of documentation, achieving high customer satisfaction scores, demonstrating responsiveness and efficient service turnaround times, and ensuring the effectiveness of licensed oversight.
• • KPIs for Servicing & Claims include responding to client service requests and claims within 1 business day, issuing certificates of insurance within 1 business day, completing endorsements and routine policy changes within 3 business days, acknowledging billing and collections inquiries within 1 business day and resolving them per carrier timelines, delivering renewal proposals in advance of effective dates per agency standards, and proactively elevating escalations when SLAs are at risk.