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Licensed Customer Experience, Team Lead
Aspire General Insurance. Lead, coach, and support a team of licensed customer service representatives .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and coaching abilities to develop a high-performing customer service team while ensuring compliance with insurance regulations and enhancing customer satisfaction through effective communication and process improvement.
Highest-signal resume keywords
Active Property & Casualty Insurance License3+ Years Customer Service Experience1+ Year Leadership Experience in Call CenterStrong Knowledge of Insurance Products and PoliciesExperience Using CRM and Workforce Management Technologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Metrics AnalysisProcess ImprovementCustomer Service StandardsCall Quality MonitoringFirst-Call Resolution
Soft Skills
Coaching SkillsConflict ResolutionCommunication SkillsTeam EngagementEmpathy
Tools & Technologies
CRM SoftwareTelephony SystemsWorkforce Management Tools
Certifications & Qualifications
Active Property & Casualty Insurance LicenseContinuing Education Requirements
Industry Keywords
Insurance IndustryFinancial ServicesCustomer SatisfactionCompliance StandardsTeam Development
About the role
Key responsibilities & impact- Lead, coach, and support a team of licensed customer service representatives
- Provide ongoing performance feedback, recognition, and development opportunities
- Conduct regular one-on-one meetings and team huddles
- Serve as the first point of escalation for complex customer concerns
- Promote a positive, engaged, and customer-focused team culture
- Ensure customers receive accurate, professional, and empathetic service
- Assist representatives with complex policy and service questions
- Identify opportunities to improve processes and enhance customer satisfaction
- Support first-call resolution and overall service efficiency
- Ensure adherence to insurance regulations, company policies, and customer service standards
- Monitor licensing compliance and continuing education requirements
- Partner with Quality Assurance to review calls and provide coaching
- Escalate compliance concerns and support corrective action when needed
- Monitor customer satisfaction, call quality, average handle time, first-call resolution, and schedule adherence
- Analyze trends and recommend process improvements
- Partner with Workforce Management to ensure proper staffing levels
- Support onboarding and ongoing training initiatives
- Develop team members through coaching and career development planning
- Collaborate with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and improve service delivery
Requirements
What you’ll need- Active Property & Casualty insurance license or applicable state insurance license
- 3+ years of customer service experience within the insurance, financial services, or related industry
- 1+ year of leadership, supervisory, or Team Lead experience in a call center environment
- Strong knowledge of insurance products, policies, and regulatory requirements
- Excellent communication, coaching, and conflict-resolution skills
- Proven ability to analyze performance metrics and drive results
- Experience using CRM, telephony, workforce management, or customer service technologies (preferred)
- Demonstrated success improving team performance, engagement, and customer satisfaction (preferred)
- Ability to work a flexible schedule, including evenings and weekends as business needs require
- Bachelor's degree in business, Insurance, or a related field (preferred)
Benefits
Comp & perks- Medical, Dental, and Vision Insurance
- Health Savings Account (HSA) options
- 401(k) with company participation
- Paid Time Off (PTO)
- Company Observed Holidays
- Career growth and development opportunities
- Flexible schedule may be available based on business needs and location
- Remote, hybrid, or onsite work arrangements may be available based on business needs and location