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Client Relationship Coordinator

2 months ago

Scottsdale, Arizona, United States Alera Group, Inc. Full time

Position Overview:

As a Client Relationship Coordinator, your primary role is to act as the daily service liaison for a designated portfolio of clients, working closely under the guidance of the assigned Commercial Lines Account Manager and other team members. Your efforts will be pivotal in ensuring high levels of client satisfaction and internal team collaboration, which are essential for maintaining strong retention rates and fostering growth within the assigned client portfolio.

This role requires sound judgment and the ability to address a variety of customer service challenges with confidence. Successful candidates will exhibit adaptability, meticulous attention to detail, initiative, and exceptional communication skills, thriving in a collaborative team environment. You will work closely with the Account Manager and other agency personnel to support, sustain, and enhance the organization’s service delivery.

Key Responsibilities:

This job description does not encompass all duties that may be assigned to this employee. The employee is expected to follow additional instructions and perform other responsibilities as directed by their supervisor.

  • Comply with all agency operational policies and procedures to ensure client satisfaction and the delivery of quality service tailored to meet unique client requirements.
  • Establish and maintain accurate client information in the client relationship management database (CRM), including documentation and management of action items and client communications in accordance with established procedures.
  • Provide service and support to clients, insurance carriers, and other agency partners.
  • Adhere to all company and regulatory standards regarding the organization, management, and retention of both physical and electronic records.
  • Execute any additional responsibilities or projects as assigned by company leadership and team members.
  • Uphold the highest standards of security and confidentiality concerning corporate and client-related information.
  • Stay updated on industry developments and product offerings.
  • Participate in training sessions and meetings organized by the agency and its partners.
  • Familiarize yourself with and comply with agency and industry errors and omissions guidelines.
  • Maintain electronic and/or paper files in an organized and current manner.
  • Efficiently manage incoming emails, calendars, and tasks.
  • Handle incoming phone calls.
  • Keep daily activities updated through the Client Management System.
  • Address any other requests through various channels, including physical mail.

Specific Duties:

  • Provide direct support to the Commercial Lines Account Manager for both existing and new business opportunities.
  • Verify new and renewal policies for accuracy in terms of rating, documentation, coverage, and signatures. Update the management system accordingly and ensure timely delivery to clients with the support of the Account Manager.
  • Process change requests and endorsements, along with any related invoices.
  • Conduct audits and manage any applicable invoices resulting from those audits.
  • Manage daily carrier document notifications, retrieving documents from carrier websites and processing them as necessary. Establish workflows for document distribution among the team as required.
  • Issue proofs of insurance, certificates, and identification cards.
  • Review basic lease agreements and contracts for insurance compliance, working with the Account Manager to identify necessary changes.
  • Assist with claims by gathering information, reporting, and following up with carriers and clients to ensure timely resolution.
  • Support the Account Manager in managing new and renewal commercial lines business as directed.
  • Engage directly with clients as needed, via phone, electronic platforms, or in person, to address service requirements.
  • Request loss history reports and other claims data as necessary, preparing summaries as needed.
  • Perform agency and direct billing activities related to policy transactions on client accounts.
  • Prepare premium finance contracts as needed and assist the Account Manager in their execution.
  • Provide online carrier website and rating support for new, renewal, and change requests.
  • Identify cross-selling and account rounding opportunities with existing clients as they arise during daily service interactions.
  • Assist the Account Manager with receivable collections as part of your daily account management tasks.
  • Help the Account Manager with check requests for client refunds and carrier premium payments as necessary.
  • Other duties as assigned.

Qualifications:

To succeed in this role, an individual must be capable of performing each essential duty satisfactorily. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • Minimum of 2 years of experience in Commercial Property & Casualty Insurance.
  • Experience with Management Lines of business (D&O, EPLI, Professional, Cyber) is advantageous.
  • P&C License is required.
  • Continuing education in insurance is viewed favorably.
  • Proficient in Microsoft Office Suite, including Outlook, Word, and Excel.
  • Experience with Applied EPIC and other integrated platforms such as INDIO is preferred but not mandatory.
  • Ability to multitask, delegate, and manage workloads effectively while meeting deadlines.
  • Must be responsible, organized, and a self-starter.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee may occasionally be required to sit and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Normal office environment with controlled temperature. The noise level in the work environment is usually moderate.

We are an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.