Client Manager

Summary of Position
With a focus on the customer service side of the insurance sales cycle, Client Managers manage and nurture customer relationships, and lead all client communications – they are responsible for every aspect of their accounts. Their responsibilities include responding to customer inquiries, explaining coverage and premiums, informing clients on any policy or billing changes, and facilitating the claims process between clients and the adjuster. Client Managers also play an integral role in training new service staff on the insurance fundamentals and nuisances of the accounts they service.
Essential Job Functions and Responsibilities
Ability to meet deadlines, exhibit great attention to detail, and communicate in a positive manner is essential. Communicating professionally and clearly is required. A thorough understanding of software, systems, business procedures, and problem-solving is necessary for success.

• Responsible for renewals and new business, including specialty applications, quoting, and gathering pertinent information from the client and/or carrier.
• Prepare proposals for renewal and new business presentations.
• Work with the Producer to bind coverage with carriers, process billing, address escalated client concerns, etc.
• Verify that endorsements and certificates of insurance are properly issued using CSR24 software.
• Assist with training new Client Service staff.
• Abate claims by filing them with the carrier and keep the insured updated as to the status and review subsequent loss runs with them and explain how claims affect renewal.
• Review audit endorsements and worksheets for accuracy and file disputes when necessary.
• Analyze insureds policies to determine if there are any coverage gaps and proactively provide a resolution.
• Secure existing business and drives the sale of additional services and lines of coverage.
• Make relationships with underwriters and market new business.
• Maintain documentation in Epic, following outlined procedures and standard operating procedures.
• Other duties as assigned by management.

Knowledge, Skills, and Abilities

• Time management and ability to meet deadlines.
• EPIC, CSR24, and Indio workflow standards and maintenance of documentation.
• Strong organizational skills and ability to multitask while paying close attention to detail.
• Problem-solving and decision making.
• Knowledge of insurance market trends, submission processes and policy coverage levels.
• Excellent verbal and written communication skills and ability to de-escalate tense client interactions while providing a timely solution to their concerns.

Minimum Qualifications

• 5-7 years of client management experience working on large commercial accounts.
• P&C licensed.

Education and Licensing CISR, CIC, CRM, ARM, AAI, and CPCU designations preferred.