The FSB culture is about people and the relationships it has with its employees. We know it takes time to foster strong relationships, and the FSB team is committed to doing so. We feel it is important to understand our employees' needs and wants and to offer opportunities for growth and further learning as we expand our footprint. We encourage continuous improvement and recognize and reward exceptional performance.

Here is your opportunity to join our growing team. We are looking for a well-established and experienced Personal Lines Team Lead to provide leadership, guidance and support to our Personal Lines team while ensuring an exceptional client experience.

The Personal Lines Team Lead is a subject-matter expert accountable for achieving required business results through the effective management of processes, workflows, service, and quality.

This candidate must be an outstanding leader who can coach, mentor and develop team members while demonstrating the patience, professionalism and understanding required to deliver exceptional customer service and build strong relationships.

Key Responsibilities

- Create and foster a cohesive team and promote a positive, collaborative work environment.
- Coach and mentor the Personal Lines team to understand client needs and consistently provide exceptional service.
- Provide regular guidance, feedback and support to team members to encourage professional growth and development.
- Ensure employee scheduling is optimized to meet client servicing needs.
- Ensure team members process documentation and transactions accurately and within prescribed timelines.




- Monitor workflow and service levels to ensure quality standards and client expectations are consistently met.
- Handle and resolve escalations from clients, insurance companies, Underwriters and Producers.
- Maintain strong, professional relationships with insurers and Underwriters.
- Assist and provide support to Producers as required.
- Analyze and resolve service and sales issues and follow up on escalated situations.
- Work with management and employees to identify opportunities to improve processes, workflow and the overall client experience.
- Support the implementation of company initiatives and changes within the Personal Lines department.
- Remain current on all company procedures, insurer requirements and underwriting guidelines.
- Accept risks within established underwriting guidelines.
- Conduct regular one-on-one meetings with team members and proactively identify opportunities for development and succession planning.
- Lead by example and contribute to a culture of accountability, teamwork and continuous improvement.

Qualifications

- Minimum 5 years of Personal Lines insurance experience.
- Minimum 2 years of leadership or people-management experience, preferably within an insurance brokerage.
- RIBO license in good standing.
- Strong Personal Lines technical knowledge and understanding of brokerage operations.




- Experience with Power Broker is an asset.
- Proven leadership and management experience within an insurance brokerage.
- Strong track record of influencing, coaching and leading a highly engaged team.
- Exceptional verbal, written and interpersonal communication skills.
- Solid client-service focus with the ability to build and maintain professional relationships.
- Strong team player and collaborator.
- Excellent analytical and problem-solving abilities with the ability to develop solutions that maximize service and organizational performance.
- Ability to manage competing priorities in a fast-paced environment while maintaining accuracy and attention to detail.

What We Offer

- Competitive compensation package
- Paid vacation and personal days
- Group advantages
- Growth and advancement opportunities
- Supportive and collaborative team environment
- Business casual workplace
- Company events and community involvement
- Opportunity to join a respected and growing brokerage

Equal Opportunity Employer FSB GROUP LTD. is an equal opportunity employer and welcomes applications from all qualified individuals. Accommodations are available upon request throughout the recruitment process.

AI Disclosure Statement

FSB GROUP LTD. uses AI-enabled tools to support parts of the recruitment process, including resume screening and interview coordination. All hiring decisions undergo human review.

Pay: $90,000.00-$120,000.00 per year

Benefits

- Casual dress
- Company events
- Extended health care
- On-site parking
- Paid time off
- Tuition reimbursement

Work Location: In person

📌 Personal Lines Team Lead - Insurance Brokeerage (Concord)
🏢 FSB GROUP
📍 Concord