Senior Client Manager - Property & Casualty Insurance

• The Role

Senior Client Manager is responsible for a blend of internal delivery activities and client facing functions utilizing the colleague’s advanced skills in Commercial Property and Casualty Insurance. Colleagues in this role will continue to perform all the duties of a Client Manager at an above average level incorporating advanced responsibilities associated with the Sr. Client Manager role. They will work independently and be responsible for direct completion of tasks such as: creation of allocations, independent contract reviews followed by implementation of necessary actions with clients/carriers.

Colleagues in this role will support internal clients and assigned external clients. External clients would likely have complex programs. Client facing responsibilities expected to be 50-70%.

Upon development of necessary skills, colleague may serve as a mentor, Subject Matter Expert or Team Leader.

This is a flexible role offering a remote or hybrid working opportunity in listed locations.

Colleague will continue to perform responsibilities of the Client Manager on their assigned clients.

• Request and compile necessary information in advance of renewal strategy meeting, coordinating responses from client
• Complete contract reviews with assistance as necessary.
• Respond to mid-term client inquiries (i.e., policy and coverage questions) in partnership with other Service and Broking colleagues.
• Deliver client reports, e.g., Accounts Receivable for Allocations, Open Claims, etc.
• Upon receipt of binder, create confirmation of coverage or evidence of coverage to deliver with binders to client
• Request Carrier revisions as needed and deliver to client within 30 days of receipt.
• Attach information in Client Portal system
• Maintain accurate policy detail in Management System
• Manage the certificate renewal process with clients to determine requirements, coordinating with cert center to insurance timely and accurate issuance.
• Resolve client level accounting issues including discrepancies and fee agreements
• Maintain and manage open items listings with clients and team.
• Participation in internal pre-renewal strategy meeting, review of management of expiration list
• Provide support on invoicing process including review for SOX compliance and coordination of Surplus Lines documentation
• Initiate timely renewal process by updating/reviewing exposure gathering workbook
• Oversee the client billing process including timely and accurate delivery of invoices.
• Incorporate information from broking into a proposal format for review by Senior team members
• Ensure timely and accurate completion of endorsement and audit requests.
• Second pair of eyes review on policy checked by policy services team

Additional tasks to include but not be limited to:

• Other duties as identified and appropriate.
• Support process and data management for premium allocations as needed.

• The Responsibilities

• Targeted 6-8 years of commercial Property & Casualty experience in a client facing role or demonstrated capabilities to complete role responsibilities

• Willingness to develop advanced industry knowledge through formal education (CPCU, ARM, CIC, CRM, CRIS)
• Negotiation skills – ability to drive conflict resolution and secure concessions without damaging relationships.
• Able to apply knowledge of coverage forms in the analysis of program design, identification of coverage gaps, and on-going coverage consultation.
• Intellectual curiosity to help develop innovative and creative ideas
• Experience in program management of large, loss-sensitive, or guaranteed cost coverage lines, and/or global master programs.
• Relationship management and customer focus – collaborates to serve internal clients and help resolve conflicts.
• Project management skills including attention to detail, organizational skills, prioritization, and time management.
• Ability to work independently and willingness to work a flexible schedule as required
• Problem solving abilities, including critical thinking and adaptability
• Ability to review and understand coverage questions with support as needed.
• Strong leadership skills within Servicing function including, delegation, coaching and mentoring.
• The ability to apply judgement in your daily routine
• Ability to demonstrate organizational leadership and influence with internal stakeholders and resources, i.e., Broking
• Ability to interpret, analyze and present models
• Advanced knowledge of Microsoft Office and proven ability to learn and utilize new technology
• Works respectfully with team members and consults more senior members of the team when required.
• A good understanding of insurance terminology, the general functions of an insurance broker and the various lines of business insurance.
• Problem solving abilities, including critical thinking and adaptability
• Identifies and applies a solution-oriented approach to obstacles and issues encountered by the team
• Must maintain required licensing by completing various continuing education activities as needed.
• Demonstrates a positive attitude, copes with change and new challenges relating to own work tasks, shows tolerance for uncertainty/ambiguity and escalates to manager when clarity is needed.
• Excellent verbal and written communication skills

EEO, including disability/vets