Client Service Manager - Commercial Insurance

Hylant•Grand Rapids, MI

About The Position

The Client Service Manager is responsible for external support to clients for an assigned book of business, ensuring service levels produce a positive experience for clients resulting in client retention while building long term relationships with our clients. This role involves serving as the lead service contact, managing the client renewal process, directing the onboarding of new clients, and maintaining strong relationships with clients, carrier partners, vendors, and internal teams. The position also focuses on business growth through account rounding, risk assessment, and identifying/procuring appropriate coverages. A key aspect of the role is leading the Client Engagement Strategy (CES) for assigned clients and maintaining up-to-date insurance knowledge.

Requirements

Bachelor’s degree in business, insurance, risk management, or similar field of study. Equivalent combination of education and work experience may be considered.
Three (3) or more years of insurance client service experience.
Active Property & Casualty License
Intermediate Microsoft Office skills (Excel, Word, PowerPoint, and Outlook)
Excellent attention to detail, oral and written communication skills
Ability to work well in a team environment.

Nice To Haves

CIC or CRM Designation encouraged

Responsibilities

Serve as the lead service contact to clients for assigned book of business, including oversight of all client service needs and ensuring support team engagement.
Manage client renewal process, ensuring all necessary activities are completed and meet appropriate timing and quality standards.
In collaboration with sales staff, direct onboarding of new clients ensuring client files and agency management system information is thorough and accurate.
Maintain a 96% or higher client retention ratio while also consistently working to pursue opportunities for growth within the existing book of business.
Maintain and enhance relationships with clients, carrier partners, vendors, internal teams and other stakeholders.
Support business growth through account rounding efforts; assess business and human capital to identify risks or gaps in coverage; identify, design, communicate and implement cost effective Property and Casualty solutions to cover risk appropriately.
Lead Client Engagement Strategy (CES) for assigned clients providing oversight and driving client engagement at a "best practice" level.
Serve as a back-up at all support levels as needed.
Maintain and grow insurance knowledge through education opportunities and pursuit of designation(s) as appropriate.
Perform other duties and special projects as assigned.