Senior Client Manager - Small Business

World Insurance Associates, LLC.•Columbus, OH

About The Position

The Senior Client Manager independently serves as the primary service contact for a book of select commercial clients and is responsible for client satisfaction and strategic planning. This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.

Requirements

5+ years’ experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages
Must hold state Property & Casualty insurance license
Functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be skilled in Excel, Word, and other MS Office products.
Able to understand new technology platforms quickly.
Proficient in agency management systems (EPIC) and carrier sites
Hands on personal approach to customer service. Maintains effective relationships with clients, co-workers, and colleagues. Maintains effective relationships with clients, co-workers, and colleagues. Viewed as a team player and is cooperative and collaborative
Has an understanding of guaranteed cost program design and coverage forms. Able to provide consultation of coverage needs.
Has a deep and thorough understanding of client requirements, competitive market, industry trends and recognized internally and externally as a subject matter expert.
Strong written, oral, and interpersonal communication skills. Sets to achieve day-to-day objectives within the context of specified solutions. Develops and implements work plans for completing projects.
Able to solve difficult problems that are not routine, but not overly complex.
Able to develop short- and long-term strategies that have high impact on client/prospects and the business. Anticipates obstacles and identifies ways to overcome them.
Provides resolution to a diverse range of problems. Uses critical thinking to identify key barriers to resolve complex situations. Able to solve complex problems by taking a new perspective using standard product/service.

Nice To Haves

College degree is preferred.

Responsibilities

Creates solutions and make recommendations in preparation for the strategy meeting with Client Advisors as applicable
Obtains information from clients, analyzes risk, and applies technical expertise/knowledge to make recommendations
Evaluates exposures and underwriting information for changes
Determines marketing strategy within Core Carrier Strategy
Creates complete carrier submissions and submits to carriers and/or leverages carrier rating portals
Negotiates with underwriters to establish best terms and conditions with respect to premiums and coverage
Finalize and deliver proposals to clients outlining options as applicable, the benefits of these options, and other coverages for consideration
Obtains signed binding documents and notify carriers of client decisions
Review binding documents for accuracy and deliver to clients
Provides complex services throughout the year (e.g., contract review for insurance provisions)
Develop and maintain positive relationships with carriers that specialize in small business
Provide leadership, mentoring and direction to assist with growth and development of Client Service Representatives
Present current trends and issues to interested parties internally and externally
Set up and maintain accurate account details, contacts, and policy information in EPIC, CSR24, and Indio as applicable throughout the renewal process
Coordination of loss runs & experience modifications as applicable
Draft carrier submissions
Support obtaining client online portal quotes
Draft client proposals
Leverage templates and system generated letters and forms to produce standard communications to clients and carriers, including BOR, client pre-renewal letters, proposal letters, etc.
Attach, organize, and name documents in EPIC
Create activities in EPIC and assign to applicable team member
Ensure renewals are processed accurately and key data elements are managed appropriately
Delivers audits to clients upon receipt
Respond to client requests for changes
Process endorsement with carriers or escalate for quotation of new lines of business or complex changes
Follow-up for and deliver endorsements to clients upon receipt
Respond to client requests for cancellation and escalate internally
Coordinates the delivery of Proofs of Insurance
Responds to client billing / payment questions
Coordination of claim escalation