Client Executive- Commercial Accounts

EPIC Brokers • Grand Rapids, MI

14h • Hybrid

About The Position

The Client Executive is a player/coach role responsible for managing and servicing a complex book of commercial P&C clients while also providing day to day guidance, workflow coordination, and technical leadership to a team of Client Managers and/or Assistant Client Managers. This role serves as a senior member of the client service team, ensuring consistent, high quality service delivery, providing advanced technical expertise, leading renewal processes, serving as a key escalation resource, and supporting the development of the client service team. This role requires a hybrid work schedule out of our Grand Rapids, MI office, 3-4 days a week in office. The Client Executive partners closely with Producers, Client Executives, Claims, Risk Control, and other internal teams to support efficient and effective client service operations across the department.

Requirements

• High school diploma or G.E.D. equivalent required; bachelor’s degree preferred.
• 5–7+ years of commercial property and casualty insurance experience in a client‐facing role, with experience handling complex accounts.
• Experience supporting, mentoring, or coaching staff strongly preferred.
• Insurance industry designations (CIC, CRM, ARM, CPCU, etc.) preferred.
• Property and Casualty Broker License
• Valid Driver License

Nice To Haves

• Bachelor’s degree preferred.
• Experience supporting, mentoring, or coaching staff strongly preferred.
• Insurance industry designations (CIC, CRM, ARM, CPCU, etc.) preferred.

Responsibilities

• Serve as a primary day‐to‐day contact for assigned complex accounts, managing client expectations and ensuring timely response and resolution.
• Provide advanced guidance on policy language, coverages, exclusions, and risk considerations, coordinating with internal resources as appropriate.
• Lead or participate in client meetings, including stewardship meetings and renewal discussions, in partnership with Producers and Client Executives.
• Manage endorsements, invoicing, audits, and policy-related documents to ensure accuracy and timely delivery.
• Maintain Agency Management Systems in real time, ensuring accurate and complete documentation.
• Establish, maintain, and monitor open items lists with internal and external clients to ensure proactive follow‐up and completion.
• Coordinate and lead internal renewal strategy meetings, providing insights based on exposures, loss data, and market conditions.
• Prepare and review renewal exposures, loss runs, and coverage summaries; identify trends, gaps, and opportunities to strengthen client programs.
• Partner with Broking and Client Executives on submission development, marketing strategy, and proposal preparation.
• Oversee the policy checking process for complex accounts, ensuring accuracy and working directly with carriers to correct discrepancies.
• Manage binding instructions, confirmations of coverage, evidence of insurance, and related documentation.
• Provide day‐to‐day leadership, technical direction, and coaching for a team of Client Managers and/or Assistant Client Managers, supporting both levels based on team structure and business needs.
• Support workload balancing and monitor task progression to ensure deadlines and service standards are consistently met.
• Conduct quality review of submissions, proposals, policy checks, client communications, and other deliverables produced by CMs and ACMs.
• Facilitate training, onboarding, and ongoing development to enhance technical knowledge, process consistency, and confidence across the team.
• Lead team meetings or huddles focused on best practices, process updates, expectations, and alignment.
• Partner with senior leadership to identify workflow efficiencies, process improvements, and opportunities to strengthen team performance.
• Stay informed on industry developments, coverages, and technology.
• Monitor team workflows to ensure adherence to service standards, documented procedures, and compliance requirements.
• Identify opportunities to improve efficiency, accuracy, and consistency in daily processes—particularly around documentation, renewal preparation, client communication, and policy servicing.
• Partner with Client Executives, Senior Client Manager, Client Manager and Assistant Client Manager Team Leads to standardize best practices and strengthen operational alignment across service teams.
• Lead or participate in initiatives designed to enhance system utilization (Sagitta, ImageRight, CSR24, etc.), improve data quality, reduce rework, and streamline handoffs.
• Track key operational metrics such as turnaround times, renewal milestones, open items, and workflow bottlenecks; recommend adjustments as needed.
• Reinforce proper use of Agency Management Systems, ensuring documentation is complete, timely, and consistent with internal expectations.
• Collaborate with leadership to support audit readiness, process updates, and continuous improvement projects.
• Promote a culture of accountability, accuracy, and operational discipline across the client service team.

Benefits

• Generous Paid Time off
• Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days
• Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave
• Generous employee referral bonus program of $1,500 per hired referral
• Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!)
• Employee Resource Groups: Women’s Coalition, EPIC Veterans Group
• Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development
• Unique benefits such as Pet Insurance, Cancer Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support
• Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED