The Client Experience Leader plays a central leadership role in guiding and supporting WMB Alberta's servicing teams across Commercial and Personal Lines. This position is responsible for the performance, technical accuracy, and professional growth of the Account Management group.
Working closely with leadership, this individual ensures operational consistency, strong EPIC utilization and knowledge, as well as exceptional service delivery for our clients.
While primarily an internal leadership and coaching role, the Client Experience Leader will occasionally collaborate directly with clients to support complex accounts, escalations, or renewals.
Key Responsibilities:
Leadership & Team Development:
- Lead, coach, and develop the Commercial Account Managers, Assistant Account Managers, and Personal Lines team.
- Conduct regular 1-on-1s, technical training sessions, and workflow huddles.
- Partner with leadership to define service standards, KPIs, and quality metrics.
- Support onboarding and mentoring of new team members.
- Oversee the day-to-day servicing operations and ensure adherence to WMB standards.
- Conduct regular file reviews, QA checks, and renewal audits to ensure compliance and E&O prevention.
- Monitor EPIC activities, task completion, and renewal timelines.
- Extract and interpret reports from EPIC to measure performance, retention, and service quality.
- Identify workflow efficiencies and contribute to process-improvement initiatives across departments.
- Partner with Account Executives, Producers, and the Claims Advocate to ensure a seamless client experience.
- Engage directly with clients on escalated or complex service matters as required.
- Contribute to retention and client satisfaction initiatives through proactive support.
- Serve as the EPIC system champion for the service team.
- Lead ongoing training and ensure data accuracy, documentation, and consistent workflows.
- Collaborate with leadership to build and distribute dashboards and reports supporting business results and operational excellence.
- 7+ years of experience in Commercial and/or Personal Lines insurance within a brokerage environment.
- Alberta General Insurance License - Level 2 (required); Level 3 and RIBO an asset.
- Strong technical understanding of commercial placements and personal lines markets.
- Advanced Applied EPIC proficiency - workflows, reporting, activities, and data management.
- Proven experience leading or mentoring a team of licensed brokers.
- Professional designations such as CAIB or CIP preferred.
- Leadership & Coaching: Inspires accountability and growth within the team.
- Technical Proficiency: Expert in brokerage systems and documentation standards.
- Operational Focus: Drives consistency, efficiency, and adherence to process.
- Client Centricity: Ensures a superior experience through collaboration and accuracy.
- Continuous Improvement: Looks for ways to streamline and elevate performance.
