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Account Manager, Team Lead (Aviation Insurance Sales)

Remote, United States

About the Company

Since 1977, BWI has been at the forefront of the aviation insurance industry. We strive to provide our customers the most competitive rates and top notch service nationwide. In recent years, we have been focusing on developing new and exclusive insurance programs as well as thoroughly upgrading our computer systems and online portfolio. With these new programs and efficiency upgrades, we are able to provide our customers with ever more competitive rates and the best service you can find.

Mission Statement

To build the best Aviation Insurance Agency on Planet Earth.

Our Core Values

Integrity. Being honest and having strong moral principles. We might not be delivering the news you want to hear, but what we say is true and honest and we stand by it.
Exceptionalism: Being different from the norm. Our mission as a company is not normal, it’s exceptional. The experience we deliver to our customers is above the rest, it’s exceptional. What we expect from our team and the caliber and talent of our team is exceptional, it’s the best. Our technology and the way it works together is exceptional.
Adaptability: Aside from our mission statement and core values, things change rapidly within our company and we have a culture of adapting to new things.
Synergy: A whole is greater than the sum of its parts. We work together as a team and only by working together positively, can we achieve what others have not.

Position Summary

The Account Manager Team Lead is both a people developer and process coordinator—responsible for guiding the Account Management team through structured training, regular audits, and consistent coaching. This role supports the Department Head in ensuring smooth daily operations, exceptional client service, and achievement of departmental goals. By combining leadership with quality oversight, the Team Lead drives accountability, strengthens client relationships, and fosters a culture of continuous learning and improvement.

Key Responsibilities

Team Leadership & Coaching

Act as the first point of contact for team questions, guidance, and escalations.
Provide daily coaching and real-time feedback to help Account Managers refine skills and resolve challenges.
Lead by example with professionalism, accountability, and strong client service.
Recognize achievements and encourage a positive, high-performance culture.

Training & Development

Design, deliver, and maintain onboarding programs for new team members.
Create and facilitate ongoing training workshops on renewals, compliance, client service, and efficiency.
Partner with leadership to identify skill or knowledge gaps and implement development plans.
Maintain training resources and ensure consistent adoption of best practices across the team.

Auditing & Quality Assurance

Conduct regular audits of client files, renewal processes, and communications to ensure compliance with company standards.
Monitor performance metrics for accuracy, timeliness, and service quality.
Document audit results, share feedback with team members, and provide targeted coaching to close gaps.
Recommend workflow or policy updates based on audit findings.

Performance Management

Hold weekly 1:1 sessions with team members to review metrics, goals, and progress.
Develop personalized improvement plans to support growth and accountability.
Track departmental goals, identify trends, and proactively address performance challenges.
Ensure consistent follow-through on coaching, feedback, and development plans.

Client & Renewal Management

Assist with managing key renewal accounts, ensuring timely quoting, communication, and follow-up.
Oversee compliance with client servicing standards (3 points of contact for renewals, 24-hour response time).
Support resolution of escalated client issues while reinforcing best practices for future prevention.

Process Improvement & Collaboration

Identify workflow inefficiencies and propose solutions for improvement.
Partner with leadership on implementing tools, systems, or AI solutions to drive efficiency and consistency.
Prepare reports for leadership summarizing team performance, training outcomes, and audit findings.
Foster collaboration and knowledge-sharing across the department.

Qualifications

3–5 years of experience in account management, customer service, or the insurance industry (aviation insurance experience strongly preferred).
Strong understanding of insurance renewal processes and client service standards.
Proven leadership, mentorship, or training experience.
Excellent organizational skills with the ability to manage multiple priorities.
Strong written and verbal communication skills.
Proficiency with CRM systems, task management tools, and Microsoft Office/Google Workspace.

Who you are

Aviation Insurance Experience (Strongly Preferred)
P&C Active License
Ability to build rapport with clients and underwriters
Ability to Prioritize and Multitask, must be able to manage workflow to ensure timely response to request and tasks.
Excellent Verbal and Written Communication Skills
Ability to work in a Team Environment
High Attention to Detail
Positive Attitude, Self Motivated, Self Starter with a Sense of Urgency
Ownership and Accountability for completed work
Ability to work in a fast paced working environment
Timely Communication

Key Attributes

Leadership: Inspires and motivates others while setting a positive tone.
Trainer & Coach: Skilled at teaching, mentoring, and developing others.
Accountability: Holds self and team members responsible for results.
Quality-Focused: Ensures compliance through audits and consistent standards.
Problem-Solving: Anticipates challenges and creates effective solutions.
Client-Focused: Committed to delivering exceptional service and building relationships.

How we’ll take care of you