Surety client service lead

The Client Service Lead is responsible for managing Client Service Specialists and delivering exceptional client service. This role requires a proactive, detail-oriented professional who can lead by example, drive operational excellence, and foster a culture of accountability and innovation.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

• Lead and supervise team members, promoting performance, teamwork, and knowledge sharing.
• Conduct monthly team meetings focused on development and feedback.
• Communicate corporate directives and ensure adoption of processes and procedures.
• Ensure professional handling of client programs including placement, capacity, rates, indemnity, and marketing.
• Recruit, interview, hire, train, and mentor new colleagues.
• Oversee seamless account onboarding.
• Engage internal resources & assist in resolution of client issues while focusing on areas of opportunity.
• Maintain a client retention rate of 95% or higher.
• Meet all client deadlines and respond to inquiries within SLA (e.g., acknowledgment within 24 hours).
• Seamlessly transition new and reassigned accounts using standardized templates and trackers.
• Demonstrate urgency and initiative in resolving client issues and supporting Client Service Specialists.
• Drive adoption of centralized processes and technology tools.
• Ensure compliance with WTW procedures to eliminate errors and omissions.
• Maintain data integrity in client and WTW records.
• Demonstrate ability to effectively communicate with internal and external clients/peers/sureties.
• Support other Surety staff as needed.
• Attend client meetings as required.