Client Relationship Manager

JOB TITLE: Client Relationship Manager

DEPARTMENT: Commercial Lines

REPORTS TO: DII 2.0 Commercial Lines Manager

FLSA STATUS: Exempt

POSITION OVERVIEW: Builds and maintains strong client relationships by delivering both customized and standardized analysis reports, concierge-level service, and attentive support. As a primary professional liaison, this role plays a critical part in client satisfaction and the retention of assigned accounts.

ROLE MISSION:

This role cultivates enduring partnerships with clients by delivering proactive, personalized service and strategic insights that go beyond transactional support; serving as the trusted advisor and central point of contact for assigned accounts—ensuring client needs are anticipated, expectations exceeded, and loyalty earned.

DUTIES & RESPONSIBILITIES:

• Serve as the primary strategic point of contact for assigned clients, fostering strong, long-term relationships and ensuring high levels of satisfaction and retention.
• Collaborate with producers and client executives to prepare and present key client deliverables, including:
  • Annual stewardship reports
  • Mid-year and pre-renewal presentations
  • Financial and funding arrangement analyses
  • Monthly or quarterly loss experience reports (as applicable)
• Support the renewal marketing process by gathering necessary information, contributing to strategy, and presenting quotes and proposals to clients.
• Ensure timely and professional delivery of policy documents, providing clear explanations of coverage and ensuring all materials are accurate and comprehensive.
• Develop and maintain a proactive communication schedule with clients, including mid-term and off-cycle touchpoints to address claims, account changes, and other service needs.
• Monitor and manage accounts receivable, ensuring outstanding balances are resolved within 30 days.
• Coordinate internal and external resources on behalf of clients, including producers, risk management, technology, claims, and loss control teams.
• Participate in client meetings and coverage reviews, both independently and in partnership with producers and client executives.
• Collaborate with DII claims representatives, carriers, vendors, or TPAs to develop claims strategies and special handling instructions tailored to client needs.
• Adhere to DII procedures, workflows, and compliance standards.
• Exercise sound judgment and discretion in managing priorities and workload in a dynamic, client-focused environment.
• Verify coverage for third parties, including OCIP’s and Insurance Cost Worksheets. Provide copies of documents when requested in accordance with privacy rules.
• Assist with insurance requirements review as escalated from CSR. Provide consultation to clients regarding insurance program deficiencies.
• Assist with complicated accounting issues including payments, financing, cancellation/reinstatement, premium and commission discrepancies, and issues as escalated from CSRs.
• Assist with holding team members accountable, reinforcing the importance of meeting expectations and adhering to standards.

KEY ACCOUNTABILITIES:

• Leadership, Management, Accountability
• Renewal process must be completed on or before an effective date. The goal is to renew >92%.
• No accounts receivable over 30 days.
• Integrity Management-responsible for the process, procedures and data integrity of the team.
• Proposals should be done 2 weeks in advance of the renewal date.

CORE VALUES

Accept the responsibility of a professional career by reflecting DII’s core values.

• Integrity - Doing what we say we will do maintains our personal integrity and consequentially the integrity of our team.
• Teamwork - Showing up on time and being fully prepared to support our team.
• Servant Spirit - Finishing what we start. A person coming to us in a time of need and getting them what they want, when they want it, reflects our servant spirit.
• Pursuit of Excellence - Giving people more than expected. People of excellence exceed expectations.
• Positive Attitude - Showing gratitude reflects a positive perspective on life.  
• Empathy - Be curious, not judgmental. Understand the backpack.

KNOWLEDGE REQUIREMENTS:

• Deep expertise in commercial lines insurance, with comprehensive knowledge of diverse coverage options and risk management strategies.
• Thorough understanding of the insurance industry ecosystem, including market dynamics, regulatory frameworks, carriers, intermediaries, brokers, and agents.
• Commitment to ethical, result-driven business practices, ensuring integrity and effectiveness in all professional interactions.

SKILL REQUIREMENTS:

• Proficient in computer operations and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Skilled in internet and website navigation.
• Experienced in using agency management systems.
• Strong client and relationship management abilities.
• Excellent time management skills.
• Confident in delivering presentations.
• Clear and effective verbal and written communication skills.
• Solid grasp of insurance-related arithmetic.

ABILITY REQUIREMENTS:

• Develop expert-level proficiency in Applied Epic.
• Demonstrate a strong service-oriented mindset, focused on client satisfaction and support.
• Exhibit analytical thinking, with a highly organized, timely, and efficient approach to tasks.
• Maintain exceptional attention to detail and ensure consistent follow-through on responsibilities.
• Thrive in both independent and collaborative environments, with the ability to lead or support as needed.
• Operate with a strong sense of urgency, remaining composed and adaptable under pressure.
• Uphold a solid work ethic, characterized by responsibility, reliability, and integrity.

PHYSICAL REQUIREMENTS:

• Ability to sit for an extended period at a desk.
• Must be able to read screens, documents, and participate in conversations or phone calls with or without assistive devices.
• Handling documents, laptops, or office supplies. (typically, up to 10-25 lbs.)
• Will need to engage with colleagues, clients, or stakeholders.

LICENSE REQUIREMENTS:

• Maryland Property & Casualty license.

Note: This job description does not constitute a contract. Employment remains at-will.