Renewal Team Lead

About Us:

Community Risk Advisors is a specialty insurance agency focused exclusively on community associations and their business partners. The Account manager will lead service, retention, and operational execution within an assigned geographic territory.

About the Role:
The Renewal Team Lead is responsible for the profitable retention, and operational performance of an assigned geographic territory. This role currently functions as both Renewal Team Lead and Service Team Lead, with direct responsibility for retention, upselling, renewal strategy, claims handling, servicing, and client retention.

In addition to renewal and relationship leadership, the Renewal Team Lead provides day-to-day leadership and direction to Placement Coordinators supporting the book, ensuring effective market placement, timely renewals, and alignment with agency standards.

As the agency scales, the team leader will evolve into a player-coach, leading multiple placement staff while maintaining accountability for renewal retention, service quality, and best-in-class client experience.

Why This Role Matters
The Renewal Account Manager / Renewal Team Lead is a key protector of client relationships, agency revenue, and regulatory compliance. By combining licensed oversight, renewal execution, and client service excellence, this role directly impacts retention, customer satisfaction, and long-term client loyalty for Community Risk Advisors.

Position Summary:
Key Objective

• Execute timely, accurate, and compliant renewals & service
• Maintain 95% or greater revenue retention across the territory
• Maintain high client satisfaction and retention performance
• Provide strategic leadership for renewals and service
• Ensure placement and service execution supports retention, profitability, and carrier relationships
• Support Territory Managers’ renewal and retention strategies
  

Responsibilities :
Renewal Management

• Manage the renewal process for an assigned book of business
• Review renewal terms, pricing, and coverage changes with placement before proposing
• Prepare and deliver renewal proposals and coverage explanations
• Ensure renewals are completed prior to effective date s

Licensed Oversight & Renewal Team Leadership

• Serve as licensed lead for renewal placement activity
• Provide guidance to Placement Coordinators handling renewals
• Answer coverage and underwriting questions requiring a license
• Review and approve renewal recommendations and placement strategy
• Ensure compliance with licensing and E&O standards

Client Retention, Relationship, and Satisfaction

• Serve as oversight contact for renewal and service on the book
• Support renewal strategy and retention objectives
• Identify at-risk accounts and escalate as needed
• Recommend coverage enhancements
• Support 95%+ retention and positive customer satisfaction survey results

Claims Handling

• Provide timely claim support & advocacy for clients
• Keep the executive team updated regarding severe/catastrophic claims and increased reserves

Operational Accuracy & Compliance

• Maintain accurate records in the agency management system
• Follow workflows to minimize E&O exposure
• Support audits and compliance reviews

Daily Servicing Responsibilities

• Process endorsements, policy changes, and mid-term adjustments
• Assist clients with billing questions, audits, and payment issues
• Support collections efforts in accordance with agency procedures
• Issue certificates of insurance and evidence of coverage
• Respond to routine service requests in a timely and professional manner
• Coordinate with carriers on policy servicing matters

Collaboration, Projects & Continuous Improvement

• Collaborate with Territory Managers, producers, and Placement Coordinators
• Participate in training and process improvement initiatives
• Assist in mentoring Placement Coordinators
• Complete projects and initiatives as assigned

Key Performance Indicators (KPIs) – Renewals

• Renewal retention rate (95%+ target)
• On-time renewal completion
• Accuracy and compliance of documentation
• Customer satisfaction scores based on surveys
• Responsiveness and service turnaround time
• Effectiveness of licensed oversight

Key Performance Indicators (KPIs) – Servicing & Claims

• Client service request & claims response: within 1 business day
• Certificates of insurance: issued within 1 business day
• Endorsements & routine policy changes: completed within 3 business days
• Billing & collections inquiries: acknowledged within 1 business day, resolved per carrier timelines
• Renewal proposals: delivered in advance of effective dates per agency standards
• Escalations: proactively elevated when SLAs are at risk

Requirements

• Property & Casualty insurance experience required
• Active insurance license required; preference for candidates licensed in at least one state
• 1–2 years of insurance experience preferred
• CMCA, or other, HOA management designation preferred but not required.
• Experience supporting renewals and servicing commercial accounts
• Experience supporting renewals and servicing Community Associations preferred
• AMS360 experience preferred

Benefits

• Property & Casualty insurance experience required
• Active insurance license required; preference for candidates licensed in at least one state
• 1–2 years of insurance experience preferred
• CMCA, or other, HOA management designation preferred but not required
• Experience supporting renewals and servicing commercial accounts
• Experience supporting renewals and servicing Community Associations preferred
• AMS360 experience preferred