Employee Benefits Senior Client Service Representative

Marsh McLennan•Orland, ME

7d•$41,200 - $76,800•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 to execute the MMA Midwest service strategy, aiming to create measurable value and efficiencies for clients. The position involves building strong client relationships, processing plan changes, explaining coverage, and ensuring cohesive and timely service execution. The Senior Client Service Representative will also manage their workload effectively, mentor other Client Service Representatives, and maintain accurate client files within agency management systems. Additionally, this role supports marketing renewals, navigates online rating systems, and resolves coverage questions with clients and carriers. The ideal candidate will demonstrate knowledge of complex issues and collaborate effectively with internal teams and external partners.

Requirements

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

Nice To Haves

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

Responsibilities

Execute Client Service Support: Support Account Managers, Producers, Account Executives, and other internal department members to flawlessly execute MMA Midwest service strategy for each client, designed to create measurable value and efficiencies in their businesses.
Process plan changes, as needed or requested by the client, 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 such as phone, email and in-person meetings.
Leverage insurance knowledge and communication skills to explain coverage terms, program updates, and other items to clients as needed.
Work with internal departments to ensure cohesiveness and timeliness of service execution.
Manage time effectively to prioritize workload, client service requests and service parameters on business process.
Collaborate with Supervisor and Client Service Director to increase efficiencies by offering and/or implementing new workflow suggestions.
Provide ongoing support to mentor other Client Service Representatives through training on specific technical tasks, explaining coverage and offering direction to resolving unique client situations.
Consistently follow client service workflows and appropriately engage internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution.
Accurately maintain complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence.
Achieve desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics and goals.
Respond to client coverage questions and support the insured.
Manage the marketing of renewals for designated accounts with direction from the Account Manager or Producer/Account Executive, including reviewing quotes for accuracy, preparing the proposal, binding of renewals, and policy review.
Navigate various online rating systems/carrier websites to procure quotes.
Attend carrier meetings to expand and apply technical knowledge.
Demonstrate knowledge and comfort in analyzing more complex issues before escalating them to the Account Manager; such issues may include policy coverage review, resolving coverage discrepancies with carrier and resolving contract requirement coverage gaps.
Work with the client and carrier directly to resolve any coverage questions and execute to completion.
Provide feedback and share information at team meetings.
Participate in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
Develop successful and effective working relationships with Producers, Account Executives, Account Managers, service team members, managers, carriers, and members of other departments.
Communicate effectively with Account Managers and provide timely and complete information to allow them to effectively manage service execution.