Client Service Specialist

2 weeks ago

Poughkeepsie, New York, United States Marshall & Sterling Inc Full time
Job Title: Client Service Specialist

Marshall & Sterling Inc is seeking a highly skilled Client Service Specialist to join our team. As a Client Service Specialist, you will be responsible for providing exceptional service to our clients by fulfilling major responsibilities as listed below.

Key Responsibilities:

  • Provide excellent service to our clients by promptly responding to their inquiries and addressing their individual needs for the products and services our agency provides.
  • Review policy coverage and identify areas that need enhancement and upgrading and coordinate with Account Manager.
  • Underwrite individual risk situations to ensure that they meet our agency standards and those of the insurance companies we represent.
  • Secure applications from Sales Executives and Account Managers, and/or clients for all coverages, including price quotations and comparisons for the companies we represent.
  • Manage all account transactions (including but not limited to) endorsements, binders, certificates, cancellations, ID cards and correspondence. Review policies for accuracy and completeness and update system in accordance with workflow procedures.
  • Review all cancellation requests from clients and determine action to be taken. If there is a chance to regain the business, contact AM and SE and assist in regaining account.
  • Timely follow up on company and client suspense and diaries.
  • Treat every service contact as an opportunity for account rounding, upgrading current coverage and to obtain referrals.
  • Seek referrals from client base for new prospects and follow up to generate new business.
  • Keep abreast of changes within the insurance industry as well as maintain a file on pertinent information received from insurance companies.
  • Communicate with clients on a regular basis to thank them for their business.
  • Communicate with Supervisor/Manager any issues to ensure excellent customer service.
  • Process transactions carefully paying attention to detail in a timely manner.
  • Process claims as applicable including follow up on outstanding claims and aid with resolution as necessary.
  • Perform financial duties as directed by management.
  • Document in system all conversations with clients and carriers pertaining to coverages and exposures.
  • Maintain professional accreditation necessary to meet agency standards.
  • Participate in continuing education programs when available.
  • Build and maintain favorable and professional work relationship with other staff members.
  • Adhere to established employee manual policies and guidelines.
  • Adhere to workflow procedures and follow guidelines to reduce the risk of E&O claims.
  • Promptly report all possible E&O claims and potential E&O claims.
  • Maintain confidentiality in all aspects of client, staff, and agency information.
  • Perform other duties and projects as assigned.

Requirements:

  • College degree preferred, high school diploma or equivalent required.
  • Prior experience in insurance lines of coverage, fundamental rating, underwriting and procedural skills.
  • Experience and knowledge of Microsoft Office programs.
  • Experience with Vertafore a plus.
  • Proven ability to exceed expectations.
  • Appropriate state insurance licenses and continuing education required.
  • Works effectively and relates well with others including superiors, colleagues, and individuals inside and outside the company in a professional manner.
  • Demonstrated ability to communicate effectively.
  • High level of organizational ability with attention to detail.

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