Hub International Insurance

Hub International Insurance

Team Lead

Des Plaines, IL

Sponsorship not specified$55k-$65kDetected 6 days ago
AccessibilityCRMAccount ManagementCustomer SupportLeadershipCommunicationCollaborationProblem SolvingCritical ThinkingTime ManagementMentoringAdaptabilityProperty & Casualty

About the role

  • The Team Lead serves as a front-line leader within VIU's Personal Lines Sales/Retention function, providing day-to-day guidance, coaching, and support to Sales/Retention agents. This role bridges individual contributors and VIU Supervisors, serving as a subject matter expert who leads by example through side-by-side coaching, real-time performance support,
  • and quality monitoring. The Team Lead drives team performance by identifying coaching opportunities, providing immediate feedback, reinforcing retention strategies, and ensuring adherence to quality standards while maintaining personal production goals.

Responsibilities

  • The Team Lead serves as a front-line leader within VIU's Personal Lines Sales/Retention function, providing day-to-day guidance, coaching, and support to Sales/Retention agents.
  • This role bridges individual contributors and VIU Supervisors, serving as a subject matter expert who leads by example through side-by-side coaching, real-time performance support, and quality monitoring.

Requirements

  • Active Property & Casualty insurance license required
  • Knowledge & Skills
  • Strong understanding of customer retention strategies, save techniques, and objection handling specific to insurance
  • Ability to monitor calls for quality, compliance, and customer service excellence
  • Proven ability to manage multiple priorities while maintaining personal performance
  • Self-motivated with desire to develop leadership skills
  • Previous Team Lead, Senior Agent, or informal leadership experience

Nice to have

  • High school diploma or equivalent required
  • Associate's or Bachelor's degree in Business, Communications, or related field preferred
  • 3-5 years of insurance industry experience (Property & Casualty preferred)
  • 2+ years as a top-performing Retention agent or similar customer service role with demonstrated success achieving retention goals
  • Experience providing informal coaching, mentoring, or training to peers
  • Strong understanding of personal lines insurance products (auto, home, renters, umbrella)
  • Excellent communication skills with ability to provide constructive feedback
  • Experience in call center or high-volume retention environment

Skills

  • Provide daily coaching and real-time feedback to Sales/Retention agents through call monitoring, side-by-sides, and performance observations
  • Conduct call reviews and quality assessments to identify coaching opportunities and skill development needs
  • Serve as subject matter expert and escalation point for complex customer situations
  • Monitor individual agent performance against KPIs including retention rate, save rate, call quality, and customer satisfaction
  • Review calls for compliance with scripts, quality standards, and regulatory requirements
  • Assist Supervisor with scheduling, time-off coverage, and real-time adherence monitoring
  • Track and report on team performance metrics and coaching activities
  • Identify process gaps and recommend improvements to Supervisor and leadership

Compensation

  • Salary Transparency

Benefits

  • health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits such as vacation, sick, and personal days, and eligible bonuses, and commissions for some positions.

Company info

  • Lead serves as a front-line leader within VIU's Personal Lines Sales/Retention function, providing day-to-day guidance, coaching, and support to Sales/Retention agents.
  • Lead drives team performance by identifying coaching opportunities, providing immediate feedback, reinforcing retention strategies, and ensuring adherence to quality standards while maintaining personal production goals.
  • Role Responsibilities
  • Lead team huddles, share best practices, and reinforce sales/retention strategies and save techniques
  • Mentor new team members and provide onboarding support to accelerate ramp-up
  • Celebrate team wins and recognize high performers to drive motivation and engagement
  • Lead by example by maintaining personal sales/retention goals and demonstrating best-in-class retention techniques
  • Handle retention calls and customer interactions as needed to support team volume
  • Key Competencies
  • Coaching & Development
  • Provides constructive feedback and develops team members through observation and real- time support
  • Retention Expertise
  • Deep understanding of save techniques, objection handling, and customer retention strategies
  • Communication
  • Clear communicator who delivers feedback, motivates team members, and escalates issues effectively
  • Leadership by Example
  • Demonstrates excellence in retention performance and professional behavior
  • Problem Solving
  • Identifies performance issues and works with team to implement solutions
  • Attention to Detail
  • Monitors quality standards and ensures compliance with processes and regulations
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This listing is sourced directly from Hub International Insurance's careers page and normalized into a canonical job model.