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Director, Customer Sales and Service Center

Director, Customer Sales and Service Center

BerkleyN rd Street, AZ, Scottsdale
30+ days ago
Job description

Company Details

Berkley Aspire is an excess & surplus lines insurer of commercial risks unable to find a home in the standard markets. We are an operating unit of WR Berkley, a publicly traded (NYSE “WRB”) global insurer founded in 1967.

We make excess & surplus lines easy – easy for our distribution partners, easy for the businesses they represent, and easy to navigate. The lines of coverage we underwrite include general liability, property, and excess liability. Our model is different than our competitors – we do the premium billing and do not add interest / finance percentage, we offer enhanced commissions, and we handle the stamping, affidavit filings, and other behind-the-scenes paperwork.

Our company culture is entrepreneurial, employee centric, and focused on sustainable growth. Aspire teammates work either remotely or on a hybrid schedule from offices in Scottsdale, Cincinnati, and Richmond. If you are looking for a company that offers room for advancement, great benefits, and positive vibes, then Aspire may be the place for you!

Responsibilities

Berkley E&S Segment has an exciting opportunity for an experienced insurance leader to oversee the establishment and ongoing operations of our Customer Sales and Service Center.

The primary role of this leader is to organize and build on our existing structure and resources and develop the capabilities necessary to provide outstanding account management services for our insureds. This will include working across the enterprise to align additional lines of business to complement our offering, building processes, guidelines and SLA’s, building a team, and working with key IT stakeholders to expand automation, data analytics and self-service functionality for our clients. Once the Customer Sales and Service Center is established, this leader will be responsible for the oversight and growth with a focus on meeting the needs of our agents and providing exceptional service.

The Director, Customer Sales and Service Center will work closely with leadership across Aspire, especially operations, underwriting and distribution to ensure efficient operations, responsiveness to challenges, and support as needed.

The successful candidate will be passionate about customer, employee and agency experience, and have a drive to add value across interactions. We are looking for someone who is highly motivated, organized, and has a positive outlook, along with a natural drive to grow, problem solve, and think outside the box.

Specific duties :

  • Provide overall leadership to the creation, launch and ongoing performance of the Customer Sales and Service Center.
  • Engage with agency principals to discuss use of service center, gain feedback and stay aligned on user experience, areas to improve and areas of most importance.
  • Through purposeful engagement with agency and Aspire leadership, identify areas of opportunity to strategically evolve and build capability within the Customer Sales and Service Center.
  • Maintain E&S licenses as applicable.
  • Identify gaps, overlaps, conflicts, and barriers to an efficient, responsive and cost-effective Customer Sales and Service Center.
  • Consult and partner as appropriate across WR Berkley operating units with potential synergy.
  • Work closely with underwriting and distribution leadership to ensure full understanding and alignment of ongoing Customer Sales and Service Center challenges, successes, initiatives and goals.
  • Ongoing review of lines of business and capability relative to agency needs.
  • Develop and maintain an understanding of trends in the marketplace involving Service Centers, and agency handling of small business.
  • Identify and implement AI-enabled solutions to improve efficiencies and agency experience.
  • May perform other responsibilities, as assigned.

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Qualifications

  • 10+ years related insurance experience strongly preferred.
  • Proven people leader : Prior responsibility in overseeing teams of employees and inspiring them to complete their job duties effectively.
  • Executive presence : Ability to effectively communicate with all levels of management.
  • Strategic thinker : Experience in deliberate and careful anticipation of opportunities, vulnerabilities, risks, and threats that may impact the Underwriting organization.
  • S trong collaboration skills : Able to work with all levels of the company and handle multiple assignments. Possess a sense of ownership and be accountable for their work.
  • Relationship builder (up, sideways, over) : This position requires the ability to establish relationships and lead upwards (Sr. Leadership) by behaving and communicating in a way that influences Sr. Leadership; sideways by influencing one’s peers; and, over by leading effectively and creating a relationship of mutual trust amongst those with whom you are influencing.
  • Bachelor's degree from four-year college or university strongly preferred or equivalent years of experience.
  • AAI, ASLI, CPCU, or other insurance related certifications preferred; MBA a plus.
  • Licensed as an insurance agent in home state required, or ability to obtain license upon hire.

    • Additional Company Details

    The Company is an equal employment opportunity employer

    We do not accept any unsolicited resumes from external recruiting agencies or firms.

    The company offers a competitive compensation plan and robust benefits package for full time regular employees.

    The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

    Sponsorship Details

    Sponsorship not Offered for this Role