Employee Benefits Senior Client Service Representative

Marsh McLennan•Orland Park, IL

5d•Hybrid

About The Position

Marsh McLennan Agency (MMA) is seeking a Senior Client Service Representative to join their team. This role is crucial in supporting Account Managers, Producers, and Account Executives in executing the MMA Midwest service strategy. The position involves building client relationships, processing plan changes, explaining coverage, and ensuring seamless service execution. The Senior Client Service Representative will also be responsible for maintaining client files, managing marketing renewals, and resolving coverage issues. This role offers the opportunity to mentor other Client Service Representatives and contribute to workflow improvements. Marsh McLennan Agency is recognized for its award-winning, inclusive culture and commitment to employee well-being and professional development.

Requirements

Producers License for Fire/Casualty or Life/Health, as appropriate for role, upon hire.

Nice To Haves

BS/BA in Business, Insurance, or related field
Intermediate skill level in Microsoft Office Suite

Responsibilities

Execute client service support for Account Managers, Producers, Account Executives, and other internal departments to flawlessly execute MMA Midwest service strategy.
Process plan changes, checking for consistency and documenting in the appropriate system.
Build personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication.
Explain coverage terms, program updates, and other items to clients.
Work with internal departments to ensure cohesiveness and timeliness of service execution.
Manage time effectively to prioritize workload, client service requests, and service parameters.
Collaborate with Supervisor and Client Service Director to increase efficiencies by offering or implementing new workflow suggestions.
Provide ongoing support to mentor other Client Service Representatives through training on technical tasks, coverage explanations, and problem resolution.
Consistently follow client service workflows and engage internal resources for efficiency and accuracy.
Accurately maintain complete client files, including documentation of account detail in agency management systems.
Respond to client coverage questions and support the insured.
Manage marketing of renewals for designated accounts, including reviewing quotes, preparing proposals, binding renewals, and policy review.
Navigate online rating systems/carrier websites to procure quotes.
Attend carrier meetings to expand and apply technical knowledge.
Analyze more complex issues such as policy coverage review, resolving coverage discrepancies with carriers, and resolving contract requirement coverage gaps before escalating.
Work with the client and carrier directly to resolve coverage questions and execute to completion.
Provide feedback and share information at team meetings.
Participate in ongoing scheduled meetings with the service team.
Develop successful and effective working relationships with internal teams, managers, carriers, and members of other departments.