Job Description

The role at a glance:

As a member of the P&C team, the Senior Client Service Representative is focused on delivering comprehensive support and solutions for assigned clients. This role supports the Account Managers by addressing client inquiries and resolving insurance issues of various complexity. As a Sr. CSR, you will develop expertise in insurance policies, coverage, and risk management, enabling you to protect and advocate for clients effectively. Additionally, this role offers opportunities to mentor junior staff, build strong client relationships, and aid with policy management and retention for complex accounts to ensure smooth team operations.

What you can expect to do:

• Handle medium to complex policy changes, including processing premium-bearing endorsements, delivery, and follow-ups.
• Issue and manage COIs for assigned clients and review junior staff COIs for accuracy.
• Run and review accounts receivable reports for assigned clients.
• Manage client billing inquiries, including direct and agency billing, and handle check requests and complex journal entries.
• Correct AMS360 billing errors and ensure accurate and timely updates in AMS360.
• Coordinate policy reviews, renewals, and processing, including auto-renewal policies and updates in systems.
• Prepare and submit bind requests to carriers, manage binder extensions, and track submissions.
• Conduct marketing activities from start to finish for small accounts, including requesting updated exposures, preparing marketing summary sheets, and running exposure check-ins.
• Create proposals, handle online rating, and calculate rates for various coverages, including Workers’ Compensation.
• Leverage insurance knowledge and communication skills to answer client inquiries regarding their insurance policies and resolve issues by coordinating with carriers.
• Guide and mentor junior staff and new hires on team, helping them acclimate to their roles.
• Assist other team members in balancing workloads when needed and providing backup for other team members during their absence.

What Success Looks Like:

• By 90 days, you are comfortable with our platforms, taking initiative, and asking questions.
• You consistently meet KPIs, such as issuing 90% of COIs for review within 6-24 working hours, completing 90% of pre-marketing tasks by their due date, and ensuring 100% of binders are extended before expiration.
• By 12 months, you’ll manage monoline renewals and billing processes independently, run and take proactive actions on reports, and maintain 100% accuracy in AMS360.
• You communicate proactively about any challenges in meeting deadlines, fostering accountability and transparency.
• Provide effective support and backup to other team members when needed, ensuring minimal disruption to team operations.
• Able to think deeper about the work you are doing and provide recommendations on the next steps and mentor junior staff as you grow in your role.
• Please reference the “What Does Success Look Like – Sr. CSR” document for a full list.

What sets you apart:

• Bachelor’s degree with 3-5 years of experience in a Commercial Lines service role or a high school diploma/GED with 5+ years in a Commercial Lines service role.
• Current Property and Casualty License. AINS designation a plus.
• Familiarity with Microsoft Suite (Word, Excel, PowerPoint, Outlook, Teams).
• Familiarity with AMS360 or similar Agency Management System.
• Experience with Asana and Worldox is a plus.

Skills:

• Excellent verbal and written communication skills with a customer-focused approach.
• Strong accuracy in handling documents, data entry, and following procedures.
• Ability to prioritize tasks effectively and manage multiple responsibilities simultaneously
• Ability to solve problems and think independently.
• Flexible in adjusting to changes within the industry and workplace processes.
• Consistent punctuality and dependability in completing assigned duties.
• Positive and approachable personality that fosters good working relationships with peers, clients, and carriers.
• Commercial insurance knowledge and experience managing client relationships.

Compensation:

• $70,000 - $90,000 annually

Work Environment :

This position operates in a typical office environment. The office areas includes cubicles and open workspaces. The noise level is generally low to moderate. Employees are expected to work on computers and communicate in person or via phone and email.

Physical Demands :

While performing the duties of this job, the employee may be regularly required to sit, stand, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard. Specific vision abilities required by the job include close vision (working on a computer) and the ability to adjust focus. This role is also required to lift, push, pull, and carry items up to 40 pounds occasionally. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

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