Senior Client Service Specialist

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Description

The primary responsibility of this position is to manage the client relationships and strategically assist

with technical and complex insurance needs to ensure a high level of client retention. They have full

binding authority with various insurance companies and remain knowledgeable of advances in the

insurance business as well as keeping abreast of the types of insurance products. The Senior Client

Service Specialist works to ensure client retention goals are met by responding promptly to requests

from clients, prospects and members of the production staff. This individual is expected to project a

professional company image through all interaction with carriers, clients, producers, team members and

others.


PRIMARY RESPONSIBILITY 

•Serves as main point of contact for the client. Addresses client questions, provides guidance on

appropriate coverage changes and/or contractual requirements, educates client on exclusions

and exposures.

• Assists with the strategic design of insurance plans for clients with little to no supervision.

• Acts as field underwriter and authorized representative of the insurance carriers in order to

determine whether or not coverage should be bound. Binds coverage as appropriate.

• Strategically assists in the remarketing of renewals to ensure a high level of account retention.

• Prepares summaries of insurance and schedules. Supports client needs by accurately producing

binders, certificates, policies, endorsements and other related items.

• Assures policies are accurate and renewed in a timely manner.

• Assists clients in submitting first reports of claims.

• Reviews cancellations and determines reason for cancellation requests with an attempt to save

client accounts, as appropriate, while maintaining the company’s financial equity.

• Stays abreast of industry information, new products, legislation, coverage and technology to

continuously improve knowledge, performance and services to clients.

• Recommends process improvements as needed.

• Quickly identifies and resolves complex client service issues.

• Develops, maintains and demonstrates a thorough knowledge of Personal Lines products and

services

• Actively learns, demonstrates and fosters the Relation culture in all actions

• Actively participates in efforts to gain and deepen client relationships by seeking opportunities

to discuss client solutions and/or referring clients to producer when needed

• Handles endorsements including entering on company websites, follows up on endorsements

not received from carriers, checks endorsements for accuracy, bills endorsements and sends to

client

• Enters and rates policies in carrier websites and orders new policies as needed

• Issues standard certificates of insurance and other forms for holders (e.g. EOP, Binders, etc.)

• Order motor vehicle reports “MVRs” as directed

• Performs other duties and special projects as assigned

Requirements

SKILLS

• Proficient in using computers, Microsoft Teams, Word, Excel, Outlook and online rating systems

• Knowledge of insurance markets, products, services insurance ratings and underwriting procedures

• Working knowledge of personal lines coverage

• Excellent written and verbal communications skills are required to maintain effective relationships with clients, co-workers, carriers, vendors and others.

• Must be able to understand written and oral communications and interpret information written within policies. COMPETENCIES

• Ability to work independently with limited daily supervision and to work effectively in a team environment

• Ability to function effectively under tight time constraints, consistently meet strict deadlines, prioritize, and handle multiple tasks in a demanding work environment

• Enthusiastic, dependable, highly motivated and detail oriented

• Hands-on, open minded, proactive team player

• Self-managed and responsible for project and time management

• Customer focused, high integrity, excellent work ethic

• Excellent customer service skills are a must

• Willingness to adhere to all principles of confidentiality


EDUCATION AND QUALIFICATIONS

• High School Diploma

• Bilingual a plus

• 5+ year experience in Customer Service with preference given to individuals with personal lines experience 


CERTIFICATIONS/LICENSES

• A Property and Casualty and/or Personal Lines License from state of domicile is required and must be maintained thereafter.