Regional Service Director – Commercial Lines

As the Regional Service Director – Commercial Lines, you will serve as a key regional leader supporting the Commercial National Service Director in driving service consistency, retention, training, accountability, and client care across your assigned region. 

This role provides hands-on leadership and support to Commercial Lines team members within one of our regional hub groups: FL/GA or MI/TX. Each Regional Service Director will support approximately 20 Commercial Account Managers/Executives, helping ensure teams are aligned around service expectations, renewal execution, client retention, cross-selling opportunities, workflow consistency, and escalation resolution. 

What You'll Do 

• Support the Commercial National Service Director in leading regional service operations for your assigned hubs, either FL/GA or MI/TX. 

• Provide day-to-day support, guidance, and leadership to approximately 20 Commercial Account Managers/Executives. 

• Help ensure regional service teams meet retention goals, renewal expectations, client service standards, and internal workflow requirements. 

• Assist with client escalations, including researching issues, coordinating with internal team members, communicating with clients when needed, and ensuring timely resolution. 

• Monitor upcoming renewals to help ensure clients are being contacted proactively, renewal timelines are being followed, and coverage conversations are happening in advance of expiration dates. 

• Reinforce expectations around renewal calls, client touchpoints, documentation, cross-selling opportunities, and follow-through. 

• Help identify and support cross-sell opportunities during the renewal process, including additional lines of coverage, coverage gaps, and account rounding opportunities. 

• Maintain and service an assigned book of Commercial Lines business while also serving as a regional leadership resource. 

• Train new hires on Commercial Account Manager workflows, including Applied Epic procedures, renewal workflows, client communication standards, documentation requirements, service timelines, and internal handoffs. 

• Provide refresher training and ongoing coaching to existing team members on service processes, CAM workflows, renewal execution, documentation, escalation handling, and client care expectations. 

• Serve as a regional point of contact for workflow questions, service issues, account handling guidance, billing questions, carrier follow-up, and process clarification. 

• Partner with the National Service Director to identify training gaps, service inconsistencies, process improvement opportunities, and recurring regional issues. 

• Support quality control by helping ensure files are properly documented, activities are completed, renewal workflows are followed, and client interactions are recorded appropriately. 

• Collaborate with Account Executives, Account Managers, producers, accounting, carrier partners, and leadership to support smooth client service delivery. 

• Help create a culture of accountability, teamwork, responsiveness, professionalism, and continuous improvement across the regional Commercial Lines team. 

What You Bring 

• Active Property & Casualty Insurance License required. 

• 7+ years of Commercial Lines insurance experience, preferably in account management, client service, operations, or service leadership. 

• Strong understanding of Commercial Lines workflows, renewal processes, client service standards, carrier communication, certificates, endorsements, policy checking, billing, and documentation expectations. 

• Experience supporting or leading Commercial CSRs, Account Managers, Account Executives, or service team members. 

• Ability to balance leadership responsibilities with servicing an assigned book of business. 

• Experience handling client escalations, complex service issues, renewal concerns, billing questions, and coverage-related client conversations. 

• Strong knowledge of Commercial Account Manager workflows and the ability to train new hires on processes, systems, and service expectations. 

• Experience with Applied Epic is strongly preferred. 

• Strong communication skills with the ability to coach team members, communicate with clients, collaborate with leadership, and provide clear direction. 

• Ability to hold team members accountable while maintaining a supportive, positive, and solutions-focused leadership style. 

• Strong organizational skills with the ability to manage multiple priorities, monitor renewals, follow up on escalations, and keep service items moving forward. 

• Strong attention to detail, especially related to documentation, renewal timelines, client communication, and service execution. 

• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint. 

• Willingness to travel occasionally between assigned regional hubs for meetings, training, team support, and business needs. 

What Success Looks Like 

Success in this role means your regional Commercial Lines team feels supported, trained, and clear on expectations. New hires are onboarded effectively, existing team members receive useful coaching and refresher training, client escalations are handled professionally, and renewal activity is managed proactively. 

The Regional Service Director helps ensure that retention goals are being met, upcoming renewals are being called, cross-sell opportunities are being identified, files are properly documented, and service teams are operating with consistency across their assigned hubs. 

This role serves as a bridge between regional service teams and national Commercial Lines leadership, helping translate strategy into day-to-day execution while maintaining a strong focus on client care, team development, and operational excellence.