Senior Client Manager - Commercial Insurance

Marsh•Walnut Creek, CA

1d•$64,700 - $120,400

About The Position

The Senior Client Manager, in the Business Insurance department, provides advanced technical support to Client Executive Service while continuing to manage service 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 account service and renewal activities, analyzes coverage and claims information, develops marketing strategies, supports coverage placement and negotiations, and helps ensure client satisfaction and retention. It manages accounts with minimal supervision, coordinates team work and deadlines, maintains account documentation, and works with Client Executives to address client concerns and potential errors and omissions issues. The role requires a bachelor's degree and relevant client-service experience, or an alternative combination of at least five years of increasing industry responsibility that includes three to five years of daily client service. A valid, unrestricted California Fire & Casualty Solicitors license is required. Advanced insurance designations are strongly preferred. Travel to client sites is required, and extended hours are occasionally needed during peak workload periods and for networking or industry events.

Requirements

Bachelor's degree plus 3–5+ years of daily Client Manager client service experience; alternatively, at least 5+ years of industry experience with increasing responsibility related to the duties, including 3–5 years of daily client service.
Valid, unrestricted California Fire & Casualty Solicitors license.
Excellent understanding of insurance terminology, insurance brokerage agency functions, and Business Insurance lines.
Ability to prioritize tasks, set and achieve goals, solve problems logically, and present results clearly and precisely in oral and written form.
Strong knowledge of Property and Casualty coverages and carrier forms and programs, generally acquired through 3–5 years servicing a book with revenue of $750,000 or more.
Proficiency with Microsoft Word, Excel, and PowerPoint, including creating tables, charts, graphs, pivot tables, and formulas.
Ability to use a computer keyboard and remain seated in a stationary position for extended periods, and to use office equipment such as fax and copy machines and telephones.
Ability to travel to client sites, usually within driving distance of the office.
Availability for occasional extended workdays of 10–12 hours during peak workload periods and for networking and industry functions that may begin before the workday or extend into the evening.

Nice To Haves

Advanced insurance designations applicable to the duties are strongly preferred.
Willingness to pursue continuing education and professional development.
For current MMA employees, significantly exceeding expectations in the existing position.

Responsibilities

Participate in initial client strategy meetings and help develop the strategy outlined by the Client Executive Sales.
As service lead, analyze coverages and claims data for new and renewal business.
Develop client marketing strategies based on client needs, history, claims data, coverage placement knowledge, and premium considerations.
Negotiate on clients' behalf using knowledge of historical trends and experience modification projections, and consult internal underwriting expertise to question carrier rate decisions.
Manage annual renewal timelines, track renewal dates, and follow up with the team throughout the renewal process.
Review experience modification accuracy and alert the Client Executive to discrepancies.
Prepare renewal specifications and draft proposals proactively.
Guide Marketing in coordinating coverage placement and update the Client Executive as required.
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 recommend client communications as appropriate.
Use Loss Summaries and Large Loss Reports to identify concerns or make recommendations to the Client Executive.
Manage accounts receivable collections.
Lead file audits.
Visit clients periodically to focus on client satisfaction and retention.
Manage accounts with minimal Client Executive supervision, including initiating collection of renewal information and updating presentations.
Learn and apply best practices for presenting renewal outcomes and recommendations to clients, with the goal of taking on these responsibilities.
Keep the Client Executive informed of potential E&O concerns and client dissatisfaction, and work together on resolutions and preventive solutions.
Assess service team members' skills and knowledge through regular interaction and observation, and recommend training and development opportunities.
Delegate tasks based on team members' skills and abilities.
Ensure projects remain on schedule and deadlines are met.
Maintain accurate account files, document account issues, and update the Agency Management System.
Build and maintain effective, positive working relationships with internal associates and clients.
Develop the analytical, customer service, and communication skills needed to perform as a Client Executive Service.
Demonstrate proactive problem-solving skills.