Senior Client Service Representative

1 week ago

East Hampton, New York, United States Marshall & Sterling Inc Full time
Job Summary

We are seeking a highly skilled and experienced Senior Client Service Specialist to join our team at Marshall & Sterling Inc. As a key member of our client service team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met, and exceeding their expectations.

Key Responsibilities
  • Client Service: Provide prompt and professional service to clients, responding to their inquiries and addressing their individual needs for our products and services.
  • Policy Placement: Make individual policy placement decisions, in coordination with the Account Manager, based on the needs of the client, our agency, and the companies we represent.
  • Policy Review: Review policy coverages and identify areas of coverage that need enhancement and upgrading, and follow through by mail or by phone.
  • Underwriting: Underwrite individual risk situations to ensure they meet our agency standards and those of the insurance companies we represent.
  • Account Management: Manage all account transactions, including endorsements, binders, certificates, cancellations, ID cards, and correspondence, and review policies for accuracy and completeness.
  • Cancellation Requests: Review all cancellation requests from clients and determine action to be taken, and work with the Account Manager and Sales Executives to retain the business.
  • Follow-up: Timely follow up on company and client suspense/diaries, and treat every service contact as an opportunity for account rounding, upgrading current coverage, and obtaining referrals.
  • Renewal Reviews: Review with the Account Manager individual client accounts prior to renewal to assess coverages and recommend changes as necessary.
  • Non-Standard Policies: Review with the Account Manager non-standard policies prior to renewal and determine if they can be rewritten into standard programs.
  • Referrals: Seek referrals from the client base for new prospects and follow up to generate new business.
  • Industry Knowledge: Keep abreast of changes within the insurance industry and maintain a file on pertinent information received from insurance companies.
  • Communication: Communicate with clients on a regular basis to thank them for their business and process transactions carefully, paying attention to detail on a timely basis.
  • Leadership: Provide mentorship and guidance to others, and perform financial duties as directed by management.
  • Claims Processing: Process claims, including follow-up on outstanding claims and aid with resolution as necessary.
  • Documentation: Document in the system all conversations with clients and/or carriers pertaining to coverages and exposures.
  • Travel: May be required to travel on occasion to the office(s) of clients.
  • Professional Development: Maintain professional accreditation necessary to meet agency standards and participate in continuing education programs when available.
  • Teamwork: Build and maintain favorable and professional work relationships with other staff members, and communicate with the Supervisor/Manager any issues to ensure excellent customer service.
  • Adherence to Policies: Adhere to established employee manual policies and guidelines, and adhere to workflow procedures to reduce the risk of E&O claims.
  • Confidentiality: Maintain confidentiality in all aspects of client, staff, and agency information.
  • Additional Duties: Perform other duties and projects as assigned.
Requirements
  • Education: College degree preferred, high school diploma or equivalent required.
  • Experience: Prior experience in insurance lines of coverage, fundamental rating, underwriting, and procedural skills.
  • Years of Experience: Ten plus years' experience.
  • Technical Skills: Experience and knowledge of Microsoft Office programs.
  • Software Experience: Experience with Vertafore a plus.
  • Leadership Skills: Leadership skills and insurance professional designation.
  • Performance: Proven ability to exceed expectations.
  • Licenses: Appropriate state insurance licenses and continuing education required.
  • Interpersonal Skills: Works effectively and relates well with others, including superiors, colleagues, and individuals inside and outside the company in a professional manner.
  • Communication Skills: Demonstrated ability to communicate effectively.

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