Senior Client Manager - Commercial Insurance

Marsh McLennan•Walnut Creek, CA

19h

About The Position

The Senior Client Manager provides advanced technical support to Client Executive Service and performs Client Manager duties for existing clients in collaboration with other team members. For specifically assigned accounts, the role may also perform Client Executive Service functions, including preparing and delivering renewal and new-business presentations. The position leads and coordinates client account service, including analyzing coverage and claims data, developing marketing and renewal strategies, negotiating with carriers on clients’ behalf, managing renewal timelines, coordinating coverage placement, and preparing proposals and reports. It also supports client retention and satisfaction through client visits, proactive problem-solving, account and receivables management, and collaboration with Client Executives. The Senior Client Manager helps develop service-team capabilities by assessing team members’ skills, recommending training, delegating work, and monitoring project timelines. The role maintains accurate account files and agency management system documentation, keeps the Client Executive informed of potential errors-and-omissions concerns or client dissatisfaction, and builds effective relationships with clients and internal colleagues. Work is performed in a typical interior office environment and requires travel to client sites, usually within driving distance of the office. The job involves extended computer and stationary work. Extended workdays of 10–12 hours are required on occasion during peak workloads and for networking or industry functions.

Requirements

Bachelor’s degree plus 3–5+ years of daily World Class Client service as a Client Manager; or at least 5 years of industry experience with increasing responsibility directly related to the duties, including 3–5 years of daily World Class Client service.
Maintain a valid, unrestricted California Fire & Casualty Solicitors license.
Significantly exceed expectations in the existing position if currently employed at Marsh McLennan Agency.
Excellent understanding of insurance terminology, insurance brokerage agency functions, and the various lines of Business Insurance.
Ability to prioritize tasks, set and achieve goals, think logically to solve problems, and present results clearly and precisely in oral and written form.
Strong understanding of Property and Casualty coverages and carrier forms and programs, at a level recognized by colleagues and clients.
Typically, 3–5 years of experience servicing a book with revenue of $750,000 or more to acquire the stated level of Property and Casualty expertise.
Proficiency with Microsoft Word, Excel, and PowerPoint, including work experience creating tables, charts, graphs, pivot tables, and formulas.
Ability to use a computer keyboard and office equipment such as fax and copy machines and telephones.
Ability to travel to client sites.

Nice To Haves

Advanced insurance designations applicable to the duties are strongly preferred.
Willingness to pursue continuing education and professional development.

Responsibilities

Participate in initial client strategy meetings and develop the broad strategy outline with the Client Executive Sales.
Analyze coverage and claims data for new and renewal business while acting as the service lead.
Develop client marketing strategies based on client needs, history, claims data, and knowledge of coverage placement.
Negotiate on clients’ behalf, using historical trends, experience-modification projections, and internal underwriting expertise to question carrier rate decisions.
Manage clients’ annual renewal timelines and review experience modifications, alerting the Client Executive to discrepancies.
Prepare renewal specifications and draft proposals proactively.
Guide Marketing in coordinating coverage placement and update the Client Executive as needed.
Complete COWs and Stewardship Reports with input from the Client Executive.
Deliver policies to clients as directed by the Client Executive.
Perform day-to-day department activities.
Review and analyze loss runs and claim-status reports, discuss trends or concerns with the Client Executive, and make recommendations about client communications.
Use Loss Summaries and Large Loss Reports to identify concerns and make recommendations to the Client Executive.
Manage accounts receivable collections.
Lead file audits.
Visit clients periodically to support client satisfaction and retention.
Manage accounts with minimal Client Executive supervision, including tracking renewal dates, following up with the team, initiating renewal-information gathering, and updating presentations.
Learn to present renewal outcomes and recommendations to clients, with the goal of taking on those responsibilities.
Keep the Client Executive informed of potential errors-and-omissions concerns and client dissatisfaction, and strategize on resolutions and preventive solutions.
Assess service-team members’ skills and knowledge, recommend training and development, and delegate tasks appropriately.
Ensure projects remain on schedule and deadlines are met.
Maintain accurate account files, document account issues, and update the Agency Management System.
Establish and maintain effective working relationships with internal associates and clients.
Develop the analytical, customer-service, and communication skills needed to perform as a Client Executive Service.