Manager, Client Advisor II

Summary:

The Manager, Client Advisor II is responsible for leading, coaching, and developing a team of Property & Casualty Client Advisors to achieve sales, retention, and client service objectives. This role oversees the team's daily operations, sales performance, compliance, and professional development while fostering a high-performance culture centered on delivering exceptional client experiences. The Manager serves as a subject matter expert in Property & Casualty insurance, ensuring adherence to carrier guidelines, regulatory requirements, and company standards.

Essential Job Duties and Responsibilities:

• Lead, coach, and develop a team of licensed Property & Casualty Client Advisors to consistently achieve individual and team sales, retention, cross-sell, and quality goals.

• Monitor daily production metrics, key performance indicators (KPIs), conversion rates, quoting activity, bind ratios, retention, and overall productivity.

• Conduct daily team huddles to communicate business updates, performance metrics, sales initiatives, carrier changes, contests, and ongoing training.

• Provide ongoing coaching through call monitoring, quote reviews, sales observations, and one-on-one development sessions to improve sales effectiveness and client engagement.

• Ensure Client Advisors consistently follow consultative sales practices while identifying opportunities to educate clients and recommend appropriate insurance solutions.

• Review sales pipelines, lead management activities, follow-up cadence, and workflow efficiency to maximize sales opportunities and client satisfaction.

• Develop and implement performance improvement plans, career development plans, and individualized coaching strategies for team members.

• Ensure adherence to all state insurance regulations, licensing requirements, carrier underwriting guidelines, company policies, and compliance standards.

• Serve as the primary escalation point for complex client situations, underwriting concerns, policy issues, and service recovery opportunities.

• Partner with Licensing, Training, Operations, and Leadership teams to support onboarding, continuing education, process improvements, and organizational initiatives.

• Promote a culture of accountability, collaboration, professionalism, and continuous improvement.

• Monitor policy submissions for completeness, accuracy, underwriting quality, and timely processing.

• Reinforce best practices related to quoting, binding coverage, policy servicing, cross-selling, renewals, and documentation standards.

• Maintain current knowledge of Property & Casualty insurance products, carrier appetite, underwriting guidelines, industry trends, and regulatory changes.

• Comply with all company policies and procedures.

• Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

• This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

• Minimum of five (5) years of Property & Casualty insurance sales experience in a call center environment required.

• Minimum of two (2) years of sales leadership, team lead, or supervisory experience in a call center sales environment preferred.

• Demonstrated success in achieving personal and team sales goals within a Property & Casualty insurance environment.

• Strong working knowledge of personal lines insurance products, carrier underwriting guidelines, insurance regulations, and consultative sales techniques.

• Experience managing inbound and outbound sales teams is preferred.

• Excellent leadership, coaching, communication, organizational, and problem-solving skills.

• Ability to analyze sales metrics and performance data to drive business results.

• Proficiency with CRM platforms, agency management systems, and Microsoft Office applications.

Certificates, Licenses, Registrations:

• Active Property & Casualty Insurance License required.

Work Complexity:

Problems and issues faced are moderately complex. Problems typically impact own department and maybe other departments. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.

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