Client Relationship Manager

1 week ago

Aliso Viejo, California, United States Marsh McLennan Companies Full time

Position Overview:

Department: Business Insurance

Role Summary

The Client Relationship Manager is responsible for overseeing client accounts and ensuring exceptional service delivery. This role requires collaboration with service team members, including Client Administrators and Client Managers, as well as Marketing and Risk & Loss specialists when their expertise is needed.

Key Responsibilities

Supervise ongoing account service operations. Generate monthly production and activity reports. Collaborate with the Account Sales Executive to manage receivables. Conduct regular meetings with the Account Sales Executive to provide updates and insights. Coordinate account activities and deliver summaries, proposals, and policies. Lead and engage in client meetings. Maintain up-to-date Insurance Summaries for all accounts. Annually update COW's for all accounts. Ensure adherence to World Class Client service commitments, including Stewardship Reports and Pre-Renewal Meetings. Engage in new business development and proposal processes alongside the Account Sales Executive. Identify opportunities to enhance existing client programs with additional or expanded coverage options. Manage coverage placement by directing the service team effectively. Distribute binders and invoices as required. Oversee all aspects of the renewal process. Initiate client outreach and coordinate renewal strategy discussions. Collect renewal underwriting information. Manage the preparation and updating of underwriting specifications. Guide coverage placement based on instructions from Marketing and Client Administrators, and ensure the delivery of binders and invoices. Advise and involve the Account Sales Executive as necessary during the marketing process. Prepare and present proposals. Organize all orders and instructions for the Client Administrator. Maintain expiration lists. Provide leadership to service team members. Foster an environment of trust, open communication, and teamwork. Facilitate problem-solving and collaboration in response to client challenges. Ensure the team is focused on both internal and external client needs, familiarizing them with client specifications, work procedures, quality standards, and tools necessary for effective task execution. Share relevant business information to support the professional growth of the team. Ensure deliverables meet client requirements regarding cost and timelines. Collaborate closely with the department Manager and Director of Client Services to secure necessary resources, discuss project challenges, and escalate unresolved issues. Cultivate and maintain positive working relationships with colleagues and clients.

Qualifications

A Bachelor's degree and a minimum of 3 years of direct experience in World Class Client service is required; alternatively, a minimum of 6 years of industry experience demonstrating increasing responsibility related to the duties outlined above, including at least 3 years of daily World Class Client service. Possession of a valid unrestricted California Fire & Casualty license and a valid Driver's license is necessary. Achievement and maintenance of advanced insurance designations relevant to the responsibilities, such as CPCU or CIC, is preferred. Strong understanding of insurance terminology, industry trends, and factors influencing the Business Insurance sector. Proficiency in MS Office Suite (Word, Excel, Outlook) is essential. Ability to prioritize tasks, set and achieve goals, and think critically to solve problems while presenting information clearly and precisely in both written and oral formats. Capability to convey complex information to diverse audiences in a clear and engaging manner, ensuring connection through appropriate style and content.

Work Environment & Physical Requirements

Ability to utilize a computer keyboard and remain in a stationary position for extended periods, as well as operate office equipment such as fax machines, copiers, and telephones. Work is conducted in a standard office environment. Travel to client locations may be necessary, typically within driving distance, with occasional overnight stays.

The base salary range for this position is competitive and will be determined based on factors such as experience, skills, training, location, certifications, and education. Additional performance-based incentives may also be available.

We offer a comprehensive total rewards package that includes health and welfare benefits, tuition assistance, retirement savings plans, and employee assistance programs.

Marsh & McLennan Agency is committed to fostering a culture that values diverse backgrounds, heritages, and perspectives among our colleagues and clients. We provide competitive salaries and a wide range of benefits and programs, including health and welfare, tuition assistance, retirement savings, employee assistance programs, and opportunities for career mobility and community engagement. For more information about our organization, please visit our website.

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