Senior Client Service Executive

Marsh McLennan•Aliso Viejo, CA

4d•Hybrid

About The Position

This leadership position will support a designated producer by creating additional capacity. This will be achieved by taking the lead in addressing client issues and providing strategic oversight for assigned small business clients. The Client Relationship Specialist (CRS) will also provide support for the producer's new business efforts and collaborate with service team members to resolve issues, answer questions, and offer strategic guidance. Additionally, the CRS will collaborate with Small Business leadership to develop coverage and program structure guidelines tailored for small business clients in the life science industry, with a focus on consistency and facilitating the transition from small to large commercial teams within the Practice Group. This position will also assume responsibility as a Client Service Executive for assigned World Class Client accounts and other accounts as assigned. Client Executive Service acts as a leader for the service team members to include Client Service Executives, Client Administrators and Client Managers, as well as Marketing and Risk & Loss associates as the need for their expertise occurs.

Requirements

Bachelor’s degree plus 3 or more years of daily World Class Client service experience is required; or, a minimum of 7 - 8 years industry experience showing increasing responsibility directly related to the performance of the above duties including 3 or more years of daily World Class Client service.
Maintain a valid unrestricted California Fire & Casualty Solicitors license and a valid Drivers license.
Achieve and maintain advanced insurance designations applicable to the above duties such as CPCU or CIC designations.
Excellent understanding of insurance terminology, trends and factor influencing the industry, and the various lines of Business Insurance insurance.
Proficiency with MS Office Software (Word, Excel, Outlook).
Prioritize tasks, set and achieve goals, think logically in solving problems and present results neatly, with clarity and precision in both oral and written form.
Ability to present complicated information to a variety of interest groups in a clear and unambiguous way, connecting with the group in terms of style and content.

Responsibilities

Act as primary resource for Producer’s clients and collaborate with service team members to effectively resolve issues and provide answers to questions.
Collaborate with small business service team members regarding service processes, effective deliverables, client communication, and overall service approach.
Collaborate with small business clients on renewal and ongoing servicing items
Engage in Producer’s new business activities with prospect audits and ensuring proper placement for new clients.
Maintain regular communication with producer to address time-sensitive or urgent client needs.
Collaborate closely with the PG Leaders, Team Mentor, Director of Small Business, and Director of Client Service Executives to ensure the team has the necessary resources to meet their requirements.
Engage in discussions to address any project impediments and escalate any issues that cannot be resolved by the team.
Oversee ongoing account service activities.
Prepare production and activity reports.
Manage/collect receivables in conjunction with Client Sales Executive.
Meet regularly with Client Sales Executive to update, advise and inform.
Coordinate activities on accounts.
Review and deliver summary, proposals and policies.
Lead, present and participate in meetings with clients.
Maintain current Insurance Summaries on all accounts.
Update EAW’s annually on all accounts.
Meet World Class Client service commitments (relationship Report, Pre-Renewal Meetings, etc.)
Participate in new business development and proposals with Client Sales Executive.
Pursue opportunities to round out existing client programs with additional and/or increased lines of coverage.
Coordinate coverage placement through managing the direction provided to service team.
Deliver binders and invoices.
Manage all facets of renewal process.
Initiate client contact and orchestrate renewal strategy meetings.
Gather renewal underwriting information.
Oversee process of preparing and updating underwriting specifications.
Coordinate coverage placement through instructions provided to Marking and Client Administrator, review and deliver binders, invoices, etc.
Advise, inform, and involve Client Sales Executive, as required in marketing process.
Prepare and deliver proposals.
Prepare all orders and instructions to Client Administrator.
Manage expiration lists.
Act as a leader for the service team members.
Create an environment oriented to trust, open communication, and cohesive team effort.
Facilitate problem solving and collaboration when faced with client difficulties.
Focus the team on the internal and external client requirements, familiarizing them with client specifications, work procedures and processes, quality standards, techniques and tools to support task performance.
Provide necessary business information to enhance the team’s professional development.
Ensure deliverables are prepared to satisfy client requirements, cost and schedule.
Work closely with department Manager and Director of Client Services to obtain necessary resources to support the team’s requirements, discuss project impediments, and to escalate issues which cannot be resolved by the team.
Establish and consistently maintain effective and positive working relationships with Associates and clients.