Client Service Specialist

Howden • Charlotte, NC

5d • Hybrid

About The Position

Howden is seeking a Client Service Specialist in Charlotte, North Carolina, working on a hybrid schedule. The role provides day-to-day client service and account support for Howden US Retail clients across the end-to-end insurance lifecycle, including onboarding, policy servicing, renewals, endorsements, certificates of insurance, audits, billing support, and account administration. The specialist contributes to the client service team through responsive, accurate execution and a strong focus on client experience. The position also supports automation and service transformation by contributing to tool development, requirements gathering, and user acceptance testing (UAT).

The role includes maintaining accurate client and policy records in Applied Epic and other agency management systems; responding to client, carrier, and internal inquiries; coordinating servicing requests; reviewing documentation for accuracy and compliance; and escalating complex issues when appropriate. It also supports reporting, audit preparation, data validation, workload prioritization, process improvements, and adoption of new technologies and workflows. The specialist is expected to uphold company policies, legal and regulatory requirements, confidentiality, documentation standards, and quality controls, while staying informed about relevant insurance market developments and carrier requirements.

This is a permanent, non-exempt position. The expected base salary range is $60,000–$80,000, depending on factors including experience and work location. Employees are eligible for a discretionary bonus and, subject to eligibility, a range of benefits and programs.

Requirements

• Working knowledge of commercial insurance servicing, including policy administration, endorsements, renewals, certificates of insurance, and client account maintenance.
• At least 4 years of experience in insurance client service, account support, policy administration, operations, or a related insurance role.
• Strong attention to detail and ability to manage multiple priorities while maintaining quality and accuracy.
• Client-focused approach and commitment to exceptional service and support.
• Strong organizational and time-management skills and ability to meet deadlines in a fast-paced environment.
• Analytical and problem-solving skills, including the ability to identify issues, recommend solutions, and escalate appropriately.
• Clear and professional verbal and written communication skills.
• Ability to collaborate across departments and support shared business objectives.
• Self-motivation and a proactive approach to learning, development, and continuous improvement.
• Interest in automation and technology and willingness to contribute to tool development, requirements gathering, and UAT testing.
• Proficiency with Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.

Nice To Haves

• Experience using Applied Epic or another agency management system is highly desirable.
• Property & Casualty license preferred, or willingness to obtain one within a defined timeframe.

Responsibilities

• Support clients throughout the policy lifecycle, including onboarding, policy changes, endorsements, renewals, audits, and account servicing.
• Prepare, review, and process evidence of coverage requests, binders, endorsements, and other insurance documentation.
• Maintain accurate client and policy information in Applied Epic and other agency management systems.
• Respond promptly and professionally to client, carrier, and internal stakeholder inquiries.
• Coordinate with carriers and internal teams to complete servicing requests accurately and on time.
• Review documentation for completeness and accuracy and follow internal quality and documentation standards.
• Escalate complex servicing issues, coverage concerns, and process exceptions to appropriate internal resources.
• Support billing inquiries and related carrier and client communications.
• Maintain accurate and up-to-date records; support reporting, audit preparation, data validation, and account administration.
• Manage assigned workload and servicing priorities to complete tasks on time.
• Support initiatives and process improvements focused on service quality, efficiency, and client experience.
• Participate in testing, training, and adoption of new technologies, workflows, and operational enhancements.
• Identify opportunities to use automation and technology to improve service delivery; contribute to automation tool development by helping define business requirements and participating in UAT.
• Meet established service-level expectations for client service inquiries.
• Comply with company policies, procedures, and applicable legal and regulatory requirements; protect the confidentiality and integrity of client information.
• Stay informed about relevant insurance market developments, carrier requirements, and operational best practices.
• Follow established documentation, quality-control, and compliance standards.

Benefits

• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts.
• 401(k) retirement plan.
• Flexible Paid Time Off.
• Paid parental leave.
• Life insurance.
• Disability insurance.
• Eligibility for a discretionary bonus.
• Reasonable accommodations, including software, IT, office setup, flexible hours, or hybrid working, where the position permits.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed