Commercial Lines Client Experience Manager - Hybrid (West Chester, OH)

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Our Newest Opportunity: 

Summary:

The primary responsibility of the Client Experience Manager (CEM) position is to bridge the gap between the client and OneDigital and ensure each touchpoint across the client journey is engaging, efficient, and effective. The CEM provides a superior level of client service to assigned accounts through daily interaction by responding to client needs and inquiries. Serving as the conduit between the client, the internal team, and insurance carrier(s), the CEM is responsible for the advice and account maintenance.

With existing clients, the CEM fosters both deep and broad relationships with the goal of retaining and rounding client accounts. This is done by leveraging knowledge of consultative, value-based strategies and delivering client service standards. Client retention and satisfaction are achieved by working with support teams, assisting sales, and acting in accordance with the company’s mission and values.

Essential Duties and Responsibilities (include but are not limited to):

• Be available during core service hours of 8:30 a.m. – 5:00 p.m. – Monday-Friday.

• Builds personalized client relationships and explain coverage terms and program options and responds to needs according to agency/industry best practices.

• Consults with clients to answer questions about insurance plans, products, and services.

• Processes transactions (ex. policy changes, claims, and cancellations) and documents work accurately and timely.

• Maintains accurate and complete client data in the agency management system (Applied Epic).

• Speak and write clearly and articulately in all forms of written communication, including emails.

• Collaborate with internal team to maintain a flow of effective communication and to be a positive contributor in a team environment.

• Build and cultivate relationships within the client’s organization by going beyond insurance.

• Continuous professional development for industry trends, insurance carriers, and client experience.

• Utilize strong time management and organizational skills.

• Energetic self-starter that is flexible, consultative and results oriented.

• Key Performance Indicators (KPI’s): Success in this role will be measured through KPI’s and outlined and reviewed periodically throughout the year:

  • Response time for service requests (Phone/Email/Mail)

  • Accurately following agency workflows and procedures

  • Develop rapport and trust with clients and team members

  • High degree of quality of information and service to clients resulting in a satisfactory client experience (thorough, accurate, personalized, and professional.)

Qualifications, Skills and Requirements:

• Demonstrates client service excellence, business acumen, and understand value-based selling.

• Ability to manage multiple tasks simultaneously and work effectively under tight deadlines.

• Written communication skills –must be concise, organized, and clear.

• Analytical and computing skills –must be accurate and astute.

• Verbal Communication skills – convey ideas persuasively; either speaking spontaneously or in a prepared presentation.

• Readily adjusts to rapid changes in technology, products, and the marketplace.

• Physical Requirements:

  • The CEM can work primarily in an office environment (in-office or remote) and travel may be required for in-person meetings when needed. This role is either seated or standing position for most of their workday at a desk or table. This is a sedentary role.

  • Needs to occasionally move about inside the office to access resources.

  • Constantly operating a computer and other office equipment (copy machine, label machine, etc).

  • Work takes place in a well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation. Also, required to have access to adequate broadband/internet.

Education, Training and Experience:

• Prefer four-year college degree or 2+ years’ experience in insurance or similar industry.

• Prefer P&C insurance license or must be obtained within the first 30 days of employment and maintained throughout the course of employment.

• Demonstrated and proven ability in account management and client service.

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.

To learn more, visit: www.onedigital.com/careers

Thank you for your interest in joining the OneDigital team!