EXECUTION OF CLIENT SERVICE

• Works with Producer and/or Account Executives, service team, and other internal departments to plan, execute, and track customized service strategy for each client, designed to create measurable value and efficiencies in their businesses
• Manages creation of proposals, providing summary of programs and options, service plan, and other specific deliverables designed to support clients in making decisions about insurance programs
• Builds personalized client relationships through demonstrated ownership of the service plan and multiple channels of communication such as phone, email, and in-person meetings
• Analyzes risk, coverage, program structure and recommends options; executes coverage and program changes
• Oversees the accuracy and display of information in client portals; consults with and enacts client decisions on access to portal by their staff

• Leverages insurance knowledge and communication skills to explain coverage terms, program options, and other items to clients as needed
• Works with internal departments to ensure cohesiveness and timeliness of service execution, and creates report of service plan execution through commitment report
• Takes an enterprise-wide approach to client service by collaborating with other service teams to create a cohesive client service experience
• Manages time to prioritize workload, client service requests, and service parameters on business processes

CLIENT RELATIONSHIP MANAGEMENT

• Attends various meetings throughout the year
• Conducts meetings independently with clients when necessary, to fulfill commitments made in the service strategy
• Demonstrates knowledge of, and researches, individual states regulations and carrier programs necessary for multi-state accounts
• Demonstrates previous experience handling accounts, including the ability to navigate through diagnostic and financial analyses for these accounts
• Displays advanced comprehension of compliance within discipline
• Manages account activity assigned by Producer/Account Executive
• Communicates with clients regarding insurance, claims or administrative problems and works as a liaison to resolve escalated issues
• Demonstrates the understanding and ability to speak to strategic and complex insurance programs

MARKET STRATEGY AND NEGOTIATION

• Works with service team to effectively manage and oversee new business and renewal processes by following workflow procedures and best practices
• Creates submission for underwriters, by engaging with clients and prospective clients on their exposures, coverages and program needs, assembling into submission package following best practices
• Communicates with underwriters on submissions and negotiates premium, coverage, and other terms on behalf of clients
• Evaluates coverage, terms, and conditions of quotes received from underwriters; compares quote options from multiple carriers and presents coverage comparisons as requested
• Remains current on forms, coverage, insurance carriers, industry trends, and legislation
• Maintains positive working relationships with insurance carriers, attends meetings and events as appropriate, and proactively learns about their products and underwriting approaches

• Independently evaluates client’s current coverage programs and collaborates with the Producer/Account Executive to recommend market strategy and plan design
• Identifies and recommends additional products, services and coverage levels that enhance client programs
• Reviews and presents potential deficiencies in quotes and successfully negotiates with carriers to obtain rate relief
• Assists in the development of RFPs as requested on behalf of client/prospective client

DATA AND PROCESS INTEGRITY

• Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution
• Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence
• Achieves desired levels of data completeness and process integrity by consistently meeting activity timelines, quality metrics, and goals

SERVICE PLATFORM IMPLEMENTATION

• Schedules, conducts and facilitates meetings as needed
• Implements programs, acting as a liaison and coordinating meetings and trainings for all parties when necessary
• Creates and provides review of various reports with producer and client

PEER RELATIONSHIPS

• Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
• Trains, guides and mentors Client Service Representatives and other peers
• Communicates effectively with Client Service Representatives and provides timely and complete information to allow them to establish positive client relationships and efficiently manage their processes and workload
• Develops successful and effective working relationships with Producers, Account Executives, Client Service Representatives, service team members, managers, carriers and members of other departments

• Upon hire, Producers License for Fire/Casualty or Life/Health, as appropriate for role
• 3+ years of Account Manager experience within an insurance brokerage, or comparable
• Experience with strategic planning and implementation of complex accounts

PREFERRED:

• BS/BA in Business, Insurance or related field
• CPCU, ARM, CEBS or other professional insurance designation related to discipline
• Experience working with agency management systems
• Advanced skill level in Microsoft Office suite

The range for this role is $83,080 to $147,690. The base pay offered will be determined on factors such as experience, skills, training, location, certifications & education. We do not anticipate candidates hired into this role would immediately earn a salary at or near the top end of the range. Such decisions will be made on a case by case basis.