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Lead Client Service Specialist

2 months ago

Schaumburg, Illinois, United States Marsh McLennan Agency Full time
About Marsh McLennan Agency Midwest

Marsh McLennan Agency's Midwest Region operates as a comprehensive brokerage, delivering business insurance, employee benefits, personal client insurance, and retirement solutions to organizations and individuals nationwide.

Recognized consistently as a premier workplace, MMA Midwest attracts and retains top insurance professionals by valuing expertise and investing in career advancement.

Our colleagues thrive in an award-winning culture that promotes a highly productive and results-oriented work environment.

Role Overview

The Senior Client Service Representative is a collaborative individual dedicated to providing outstanding customer service on a daily basis. This role involves executing essential transactions and tasks necessary for managing effective insurance, benefits, and risk management programs.

The representative is responsible for implementing policy and plan modifications, supplying proof of insurance, and assisting in the development of proposals that present complex programs in a more accessible and comparative manner.

Maintaining up-to-date client information in our agency management system is crucial, facilitating a cooperative service experience and empowering our client portal.

Working closely with the entire account servicing team, the Senior Client Service Representative addresses inquiries, accesses and utilizes resources, secures coverage, and negotiates terms and conditions on behalf of clients.

Client Service Execution

Collaborating with Account Managers, Producers, Account Executives, and other internal departments, the representative ensures the flawless execution of MMA Midwest's service strategy for each client, aimed at creating measurable value and efficiency in their operations.

Processes plan changes as requested by clients, ensuring consistency and accurate documentation in the appropriate systems.

Client Relationship Management

Builds personalized relationships with clients through a thorough understanding of the service plan and various communication channels, including phone, email, and in-person meetings.

Utilizes insurance expertise and communication skills to clarify coverage terms, program updates, and other relevant information to clients as necessary.

Effectively manages time to prioritize workload, client service requests, and service parameters in business processes.

Mentorship and Training

Provides ongoing support and mentorship to other Client Service Representatives by training them on specific technical tasks, explaining coverage, and guiding them in resolving unique client situations.

Data Integrity and Process Management

Adheres to client service workflows and engages internal resources such as process support teams, procedure manuals, and reporting tools to ensure efficiency and accuracy in execution.

Maintains comprehensive client files, ensuring clear documentation of account details in agency management systems, including policy information, activities, attachments, and correspondence.

Aims to achieve desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics, and goals.

Marketing and Negotiation

Responds to client inquiries regarding coverage and supports the insured.

Oversees the marketing of renewals for designated accounts under the guidance of the Account Manager or Producer/Account Executive, which includes reviewing quotes for accuracy, preparing proposals, binding renewals, and conducting policy reviews.

Utilizes various online rating systems and carrier websites to obtain quotes and attends carrier meetings to enhance technical knowledge.

Service Platform Implementation

Demonstrates proficiency in analyzing complex issues before escalating them to the Account Manager, which may involve policy coverage reviews, resolving discrepancies with carriers, and addressing contract requirement coverage gaps.

Engages directly with clients and carriers to resolve coverage inquiries and ensures completion of all tasks.

Peer Collaboration

Provides feedback and shares insights during team meetings.

Participates in regularly scheduled meetings with the service team to discuss accounts, renewals, service needs, and service platforms.

Develops effective working relationships with Producers, Account Executives, Account Managers, service team members, managers, carriers, and other departments.

Communicates efficiently with Account Managers, providing timely and comprehensive information to facilitate effective service execution.

Qualifications

Upon hire, a Producer's License for Fire/Casualty or Life/Health is required, as appropriate for the role.

A BS/BA in Business, Insurance, or a related field is preferred.

Intermediate proficiency in Microsoft Office Suite is also desired.

Workplace Culture

MMA Midwest is celebrated for its workplace culture, recognized by esteemed publications such as Fortune Magazine and The Chicago Tribune. Our colleagues benefit from an environment that encourages creativity and fosters both individual and organizational growth.

Some of the benefits our colleagues enjoy include:

  • Medical, dental, vision, and 401K benefits.
  • Flexibility to work from home or in an office setting.
  • A paid day off for volunteering and company-organized volunteer events.
  • Up to $1,000 per year in matching charitable donations.
  • Up to $750 per year in wellness rewards.
  • A company-wide culture that promotes appreciation among colleagues.

Inclusivity Commitment

MMA Midwest has cultivated an award-winning culture by meeting our colleagues where they are, celebrating their differences, and fostering an inclusive environment.

We strive to create a workplace where our colleagues feel not only welcomed but also a sense of belonging; where diverse perspectives and opinions are embraced and sought after; and where we focus on what each colleague adds to our culture.