Senior Client Manager

SUMMARY:

The Client Manager works with and supports Producers, Client Advocates, and account team to manage client service delivery throughout the insurance renewal and policy period on an assigned book of business.  The role is client facing and team focused, using professional skills in commercial property and casualty insurance to enhance and expand large and complex client relationships. 

You will find EPIC to be a fast-paced and fun environment and a workplace in which you truly can make a difference.  Creativity and independent thinking is valued throughout our organization.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Overall Ongoing Service Duties Include:

• Ensure timely and consistent review of expiration list.
• Processes (during non-renewal periods) applications, policies, endorsements, binders/notice of elections, certificates, auto ID cards, audit requests/review, and other items related to the servicing of clients. 
• Research and compile answers to client’s policy, coverage, exclusions and related questions, incorporating support from other team members as needed.
• Assists broader service team and broking team in servicing clients.
• Provides support to Producers/Client Advocate and, if applicable, Client Executives, including preparing presentations and proposals, and participating in meetings with prospective clients as part of team.
• Prepares all invoicing and client allocations directly with EPIC Accounting.  Resolve client billing issues with support from team members as appropriate.
• Provides standard office/administrative support as needed. 
• Maintains Agency Management Systems and Share Drive files in real time.
• Establish and maintain open items lists with internal and external clients to ensure all deliverables are proactively managed.
• Prepare and maintain, schedules of insurance, summaries of insurance, and coverage illustrations.

• Consistently establishes and maintains high levels of trust and confidence with clients by promptly responding and resolving client questions and issues.

• Meet all quality and timeliness standards in the Agency Management Systems while properly documenting all activity.
• Oversee AR report for all assigned accounts, engaging Producer/ Client Advocate, Client Executive as needed.
• Access/manage third party certificate sites and carrier websites.
• Other duties may be assigned.

Renewal Process

• Upon review of expiration list and in conjunction with Producer/CA/CE/Senior CM, schedule internal strategy meeting. Document meeting and subsequent next-steps with internal team.
• Support Producer/CA/CE/Senior CM/Broking Team with external strategy meeting presentation and materials.
• Prepare and review current program and expiring exposures for information gathering process with client.
• Request updated exposures from client and coordinate client responses with multiple client contacts as required.
• Request loss runs and compile loss summaries for renewals and on ad-hoc basis as required.
• Support submission process as required by assigned accounts.
• Coordinate proposal process in conjunction with Producer/CA/CE/Senior CM/Broking as required by assigned accounts.
• Manage policy checking process, including carrier corrections as needed, and policy delivery to clients within established timeframe.
• Manage the certificates of insurance, auto ID cards, and posting notices renewal process with clients to ensure timely and accurate issuance/distribution.
• Coordinate binding and post-binding processes, including order to bind, confirmation of coverage, evidence of coverage, etc.
• Obtain premium financing options, invoice the renewal and premium allocations.
• Other duties may be assigned.

KEY COMPETENCIES: 

• Full knowledge of Property Casualty lines of coverage and services, including knowledge of insurance renewal end-to-end process.
• Ability to understand coverage questions.
• Recognize problems and respond appropriately.
• Able to analyze situations logically in order to draw solid conclusions.
• Strong attention to detail and time management abilities.
• Ability to handle highly sensitive and confidential information.
• Customer service oriented.
• Enthusiasm and zest for continual learning.
• Strong ability to multi-task and assign priority.
• Ability to work effectively and efficiently both with and without direct supervision.
• Ability to work effectively and efficiently in a team environment as well as independently.
• Strong interpersonal communication skills, both written and oral.
• Working knowledge of Microsoft Office suite of programs including Word, Excel, Outlook, etc.

EDUCATION and/or EXPERIENCE:

• High school diploma or G.E.D. equivalent required.  College degree preferred.
• 5+ years of commercial property and casualty insurance experience in a client facing role.

• Insurance industry designations preferred but not required.

 CERTIFICATES, LICENSES, REGISTRATIONS:

• Property and Casualty Broker License 
• Valid Driver License

The national average salary for this role is $90k to $100k in base pay and exclusive of any bonuses or benefits. The base pay offered will be determined based on your experience, skills, training, certifications, and education, while also considering internal equity and market data.

EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. An Equal Opportunity/Affirmative Action Employer.

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