Client Service Team Lead - Small Business

The Client Service Team Lead plays a pivotal role for clients within a pooled service model, supporting day-to-day service needs. This role delivers advanced client service support, operating with a high degree of autonomy to resolve complex client issues. This position may act as a functional lead by coordinating and guiding the work of others to drive operational efficiency without formal supervisory responsibility.  

Operational Leadership:  

• Work autonomously within established procedures to provide efficient and effective service to clients. You will serve as a key resource for guidance on complex client issues and may provide training and mentorship to other Account Representatives 

Client Service & Relationship Management: 

• Ensure timely and accurate delivery of service while building strong relationships with clients and carriers. You will serve as the primary escalation point for client inquiries and concerns acting as a Subject Matter Expert on product and service offerings 

Strategic Contribution: 

• Support the development and implementation of strategies to enhance the Pooled Services Model. Utilize data and analytics to provide insights and feedback to leadership on client trends, operational challenges, and workflow challenges 

Renewal Process:  

• Manage the entire end to end renewal process including:  

• Reviewing policies for accuracy and relevance.  

• Updating client information as needed.  

• Ensuring timely delivery of renewal documents to clients.  

• Complete renewals independently, without sales support, and ensure seamless delivery to clients.  

Remarket Support and Escalations:  

• Provide remarketing solutions to clients to find the best coverage and pricing options while acting as an escalation point for more complex remarketing solutions 

Risk Review with Client: 

• Conduct risk assessments with clients to identify exposures and recommend appropriate coverage solutions  

 Cross-Sell & Rounding Accounts:  

• Support sales efforts by identifying opportunities to cross-sell or round out accounts to ensure comprehensive coverage for clients 

Conflict Resolution:  

Ability to deescalate client issues with empathy and professionalism, ensuring timely resolution and customer satisfaction particularly in high complexity situations

Complexity / Autonomy  

• Manage and resolve highly complex accounts with a high degree of independence 

• Apply advanced knowledge of procedures, tools, and insurance concepts 

• Exercise sound judgement when navigating competing priorities, ambiguous situations, and cross functional dependencies 

• Act as a key contributor through individual performance and leadership influence 

Qualifications & Experience:  

• 3-5 years of experience in insurance experience required 

• Strong understanding of insurance marketing, renewals, carriers, and claims processes 

• Demonstrated ability to support complex accounts and resolve advanced service issues 

Skills & Competencies  

• Expert knowledge of insurance products, policy structures, and coverage 

• Highly proficient in technology and workforce management systems  

• Excellent communication and interpersonal skills, with the ability to explain complex topics clearly  

• Client-focused mindset with the ability to build relationships and trust quickly 

• Advanced problem solving and analytical skills 

• Collaborative mindset with the ability to lead through influence  

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.