Client Care Team Representative

About the position

As a Customer Care Representative on the Private Client Services Customer Care Team, you'll successfully support a large book of business for our entry level affluent clientele. You will work alongside tenured colleagues to gain experience and skill sets for professional growth.

Responsibilities

• Reviews client exposures, risk tolerance, loss experience and current coverages on a reactive basis and recommend appropriate products and services
• Provides day-to-day client service by responding to client questions and issues on Zoom, over the phone or via team email
• Ensuring availability to answer incoming calls from clients during the designated time frame
• Address client inquiries, concerns, and requests via phone que coverage in a courteous and helpful manner
• Directing calls to the appropriate department or team member for further assistance
• Creates and presents renewal comparisons to existing clients upon request and conducts annual interactive reviews when a client has requested a summary of their coverage
• Understands, introduces and leverages the services of Private Client Services Specialty Practices areas, as appropriate, including surplus lines placements
• Accountable for client retention through delivery of exceptional client service
• Responsible for expanding client programs where needed
• Negotiates with multiple insurance carriers to provide comprehensive coverage options for clients, while conforming to all laws, regulations and requirements governing the insurance industry
• Ability to quote coverages for existing clients
• Communicates client's risk solution and binding instructions to carriers
• Implements and maintains a quality service plan ensuring the accuracy of binders, policies, and other relevant documents that are delivered to clients
• Utilizes the Agency Management System in an accurate and timely manner to enter and maintain all pertinent account information
• Ensures that all regulatory requirements are met and comply with all internal policies and procedures
• Escalates internal and external service concerns that clients may be experiencing to appropriate departments for action and prevention of further client impact

Requirements

• Property & Casualty (P&C) License
• Previous Personal Lines Insurance experience with High Net Worth clientele
• Client facing experience
• Client service orientation with balance on managing expectations
• Excellent verbal & written communication skills
• Ability to maintain confidentiality and professionalism
• Ability to adhere to policies, practices & procedures
• Ability to work well in a team environment

Nice-to-haves

• Bachelor's degree
• Professional designations a plus, e.g. CPCU, CIC, CPRIA, etc.
• Previous experience with an Agency Management System preferred
• Key relationships with luxury carriers, such as AIG, Chubb, PURE

Benefits

• Health and welfare benefits
• Tuition assistance
• 401K savings
• Wellbeing programs
• Employee assistance programs