Dialog Direct
  • Operations
  • Troy, MI, USA
  • Hourly
  • Full Time

Medical, Dental, Vision, 401K


Dialog Direct is looking for a Senior Account Liaison. The Senior Account Liaison provides support and management to staff who service to both new and existing personal lines clients, including the marketing and placement of both prospects and existing accounts; nurture strong, collaborative relationships between the producer, clients, carriers, and teammates; maintain enhanced level of technical expertise through ongoing commitment to professional development; and develop subject matter expertise.

Key Responsibilities

  • Maintain and improve call center operations by monitoring system performance managing day-to-day business including (but not limited to) renewals, service, customer service requests, collaboration, teamwork, and best practice sharing.
  • Lead a team of experienced account liaisons ensuring a high level of customer service, follow through, and attention to detail.
  • Manage an assigned book of business, with emphasis on more complex accounts, including data entry of application information into management system and/or specific rating and underwriting system.
  • Ensure retention of all customers by remarketing the Company at policy renewal periods and recommends changes as needed to ensure high quality coverage.
  • Daily monitoring and management of individual and team activities
  • Partner with clients and internal Client Solutions group to meet or exceed program expectations
  • Coach and motivate employees; managing performance and disciplinary issues as appropriate
  • Document staff performance; work collaboratively to establish improvement plans; participate in hiring and termination suggestions
  • Motivate and encourage team through positive communication and feedback
  • Schedule residual training and departmental meetings
  • Develop contests, awards and themes that increase agents' loyalty, engagement and focus
  • Support the overall call center operations strategy
  • Perform data entry functions on management system, assisting others as needed. Uses other online resources as needed.
  • Maintain Property/Casualty and Health/Life licensing, CE, and/or other accreditation as appropriate.
  • Maintain confidentiality of all information related to clients, customers, employees and carriers.

Qualifications and Skills

  • Certificate Program, Associates, or Bachelor's degree is preferred. Prefer to have a minimum of five years' experience as an account manager with at least two years management experience. Private Client experience desired.
  • Extensive understanding of personal lines insurance markets, products and usages, including but not limited to, account exposures, insurance coverages, and the quoting process required in order to effectively manage client accounts required.
  • Possess a supportive and responsive manner with internal and external customers.
  • Proven ability to understand and manage details of programs and explain key elements to both team members and clients
  • Attention to detail, flexibility, and sound organization and time management skills are critical. Demonstrates excellent technical skills; is a self-starter and problem solver. Has the ability to perform multiple tasks in a complex working environment accurately and proficiently. Customer-centric, professional approach in working with a variety of people. Sufficient oral and written communication to prepare required reports. Ability to work within a team as well as independently with little supervision
  • High degree of initiative and keen sense of urgency Should have a solid background in features-benefits-solutions selling Able to work successfully with a diverse group of people
  • Ability to effectively prioritize and plan work activities, use time efficiently, prioritize tasks, and meet deadlines with high level of detail and accuracy. Must be flexible, with the ability to quickly adapt to unexpected change and daily needs.
  • Intermediate level of proficiency using Microsoft Office including Outlook, Word, and Excel.
  • Property/Casualty and Health/Life Licenses required

About Dialog Direct

Dialog Direct is a marketing and customer engagement solution provider focused on helping brands connect and engage with their customers to generate leads, increase sales and provide superior customer engagement solutions that create remarkable experiences. With more than 3,500 team members across 11 locations, the company offers a full range of sales and marketing support services direct marketing, campaign management, customer service and sales, order fulfillment, eCommerce and data analytics to help its clients build lifelong customer relationships.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity.

All candidates will be required to complete and pass a background check. All candidates selected will also be processed through E-Verify.

E-Verify is an Internet-based system that allows businesses to determine the eligibility of their employees to work in the United States. 

Dialog Direct
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