Client Service Specialist

Howden • Charlotte, NC

5d • $60,000 - $80,000 • Hybrid

About The Position

Howden is seeking a Client Service Specialist in Charlotte, North Carolina, to provide day-to-day client service and account support for Howden US Retail clients. The role supports the end-to-end insurance lifecycle, including onboarding, policy servicing, renewals, endorsements, certificates of insurance, audits, billing support, and account administration. It contributes to an exceptional client experience through accurate, responsive service and strong execution, while also helping improve service delivery through automation and technology initiatives.

The position works with clients, carriers, and internal teams to complete servicing requests, maintain accurate policy records, handle documentation and inquiries, and support reporting and compliance. The specialist also helps define business requirements and participates in user acceptance testing for automation tools and operational enhancements. The role is hybrid and permanent. It is classified as non-exempt under the Fair Labor Standards Act.

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, including ability to meet deadlines in a fast-paced environment.
• Analytical and problem-solving skills, including 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, with willingness to contribute to tool development, requirements gathering, and UAT testing.
• Proficiency in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.

Nice To Haves

• Experience using Applied Epic or another agency management system.
• Property & Casualty license, 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, meeting service-level expectations.
• 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 complete and current records; support reporting, audit preparation, data validation, and account administration.
• Manage 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; help define requirements and participate in UAT for automation tools.
• Comply with company policies and applicable legal and regulatory requirements, and protect the confidentiality and integrity of client information.
• Stay informed about relevant insurance market developments, carrier requirements, and operational best practices.
• Respond to business and customer requirements with agility, professionalism, sound judgment, and ethical conduct.

Benefits

• Discretionary bonus eligibility.
• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts.
• 401(k) retirement plan.
• Flexible Paid Time Off.
• Paid parental leave.
• Life and disability insurance.
• Reasonable accommodations, which may include flexible hours or hybrid working, depending on the position.

What This Job Offers

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