CL Service Director
Eastern Bank

Natick, Massachusetts

This job has expired.


The Senior Vice President Commercial Lines Service Director will champion a culture of teamwork and effectively communicates goals, vision and procedures developed by the Leadership Team. Executes all duties required to accomplish the Commercial Lines Division's premium and retention goals.

The SVP CL Service Director primary duty includes the consistent exercise of discretion and independent judgment in his or her day-to-day activities. Decisions may involve matters of financial significance to the Agency in terms revenue and compliance. Has the authority to bind commercial lines coverage for clients within authority granted by the specific insurance company. Carries out management responsibilities in accordance with the organization's policies and applicable laws. Management responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Major responsibilities include but are not limited to:

  • Oversees activities and performance metrics of Account Executives and Account Managers responsible for maintaining and enhancing existing client relationships. Responsible for monitoring and enhancing the quality and effectiveness of the customer service effort and cross-sales production of each service employee. Provides regular feedback to management and employees to improve performance and productivity.
  • Creates and recommends new standards and any specialized processes for account managers based on business needs to the EVP, Strategic Accounts. Responsible for the implementation and maintenance of commercial lines manual, procedures, and workflow to ensure compliance. Conducts regular audits of service delivery standards and renewal proposals in accordance with established account service plan.
  • Responsible for the implementation and maintenance of individual development plans, education/training, and career pathing for all service employees. Maintains and updates account service job descriptions.
  • May directly oversee their own book of business to stay current with insurance updates and system changes. The assigned accounts would typically be among the largest and/or most complex clients.
  • Works with Agency's CFO, the Bank's Compliance Officer and Regulators to ensure compliance with applicable laws and regulations. Conducts regular internal audits of account management policies & procedures to ensure compliance. Ensures required licensure of all commercial lines sales and service employees. Ensures compliance with business line SOX related financial controls.
  • Participates in the recruiting, selection and onboarding of new service employees. Conducts training with new and existing associates on new procedures and automation.
  • Identifies scope of account management services provided to each client by department (Risk, Construction & Lumber). Analyzes adherence to service and stewardship plans for all commercial line's accounts over $25,000.
  • Participates in large account reviews. Provides technical expertise in coordinating the service of new and existing clients. Develops and executes on account service succession plan.

Education and Experience
  • Bachelor's degree from four-year college or university; or equivalent, and more than 10 years of sales, marketing, or relationship management experience, and staff management in an insurance agency environment.
  • Possesses a very strong knowledge of the insurance brokerage business and all clients' needs and have solid people and process management experience.

Skills and Knowledge
  • Licensed agent status for the State of Massachusetts and all other states where the Agency conducts business. Maintains current Property and Casualty License, including, but not limited to, CEU's.
  • Personal computer knowledge and experience such as MS Word, Excel, Outlook, etc. is required. Proficiency with Epic is preferred.
  • Ability to read, analyze, and interpret documents such as financial reports, legal documents, and procedure manuals.
  • Ability to respond to complex inquires or complaints from customers, regulatory agencies, or members of the business community.
  • Ability to write speeches and articles for publication that conform to prescribed style and format.
  • Ability to effectively present information to clients, top management, public groups, and/or boards of directors.
  • Demonstrates a high level of technical insurance knowledge.
  • Strong project management and leadership skills.
  • Proven ability to cultivate relationships with clients.
  • Excellent written and verbal communication skills
  • Strong analysis and judgment skills.


This job has expired.
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