Client Success Specialist, Commercial Risk - IAS West
About The Position
The Client Success Specialist independently manages and coordinates core commercial insurance policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation. The role applies commercial insurance knowledge, professional judgment, and discretion to deliver complete, accurate, and timely outcomes for clients and colleagues. It coordinates across Client Relationship Managers, clients, internal colleagues, carriers, vendors, and other third-party partners, and helps drive the “Peace of Mind” timeline and a high-quality client experience. The role works under general supervision and requires discretion and independent judgment on matters of significance. The position supports an assigned book of business by overseeing policy administration and renewal activities, resolving service issues, preparing client-facing communications, and contributing to process improvements. It also participates in renewal calls or client meetings and continues to develop technical expertise through hands-on experience.
Requirements
- 1–3+ years of commercial insurance experience in a brokerage, carrier, or other client service role.
- Must hold or obtain and maintain required insurance licenses for the role and jurisdictions served, such as applicable Property & Casualty licenses.
- Working knowledge of commercial insurance coverages, policy processes, regulatory requirements, and renewal workflows.
- Strong verbal and written communication skills, including the ability to prepare clear external communications.
- Microsoft Office skills, particularly Excel, including formulas, lookups, pivot tables, and data validation; proficiency in Word and PowerPoint for client-ready materials.
- Familiarity with insurance technology systems and basic data interfaces, and ability to learn Agency Management Systems.
- Ability to independently evaluate complex service situations and determine appropriate courses of action.
- Attention to detail in reviewing documents and verifying accuracy using established quality controls.
- Ability to exercise discretion and independent judgment, take initiative in developing technical knowledge, collaborate with others, and contribute to coordinated service delivery.
Nice To Haves
- Bachelor’s degree in business, finance, insurance, or a related field.
- Previous experience working with offshore teams or shared service centers.
- Proficiency in Agency Management Systems such as Applied Epic, AI-enabled tools, and digital workflow platforms.
Responsibilities
- Own assigned client tasks, meet required due dates, and track progress in the Agency Management System.
- Independently lead process execution and cross-functional coordination for assigned clients.
- Oversee renewal deliverables and activities, using judgment to anticipate issues, resolve conflicts, and provide high-quality service.
- Identify discrepancies, determine root causes, resolve issues directly, or escalate them appropriately.
- Support compliance activities, including certificates of insurance, policy documentation, and regulatory notices, and maintain accurate records across systems and files.
- Coordinate with carriers, vendors, internal teams, shared services partners, and other third parties to resolve escalated issues and communicate outcomes to clients.
- Advise internal colleagues and third-party partners on complex situations; synthesize insurance information, prepare client-ready documentation, and formulate recommendations.
- Prepare external communications such as renewal materials, coverage summaries, certificate instructions, claims updates, and policy administration messages.
- Identify and contribute to process efficiencies and improvements that enhance quality, timeliness, and client experience.
- Identify service risks during implementations and renewals in coordination with shared services partners and third-party vendors.
- Support retention and growth of an assigned book of business through accurate, timely policy administration and a high-quality client experience.
- Participate in renewal calls and/or client meetings as a knowledgeable point of contact for clients and colleagues.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
