Client Service Team Leader

2 weeks ago

Hampton, Virginia, United States Marshall & Sterling Inc Full time

Role Overview: As a Senior Client Service Specialist at Marshall & Sterling Inc, you will play a pivotal role in delivering exceptional service to our clients. Your primary responsibilities will include collaborating with the Account Manager to drive business growth, enhancing client policies, and generating referrals across all departments. You will be a key resource within the team, providing mentorship and expertise.

Key Responsibilities:

  • Deliver outstanding service by promptly addressing client inquiries and tailoring solutions to meet their specific needs.
  • Make informed policy placement decisions in conjunction with the Account Manager, ensuring alignment with client requirements and agency standards.
  • Assess policy coverages, identifying opportunities for enhancements and proactively communicating necessary updates to clients.
  • Underwrite individual risk scenarios to confirm compliance with agency and insurance company standards.
  • Facilitate the acquisition of applications from Sales Executives and clients, including providing price quotes and comparisons.
  • Oversee all account transactions, ensuring accuracy and compliance with established workflow procedures.
  • Evaluate cancellation requests from clients, determining appropriate actions to retain business where possible.
  • Conduct timely follow-ups on company and client suspense items.
  • Utilize every service interaction as an opportunity for account expansion and referral generation.
  • Collaborate with the Account Manager to review client accounts prior to renewal, making recommendations for coverage adjustments.
  • Stay informed about industry changes and maintain a repository of relevant information from insurance providers.
  • Regularly communicate with clients to express appreciation for their business.
  • Process transactions meticulously, ensuring attention to detail and timeliness.
  • Provide leadership and mentorship to team members, fostering a collaborative environment.
  • Assist with claims processing, including follow-ups and resolutions as needed.
  • Perform financial duties as assigned by management.
  • Document all client and carrier communications related to coverages and exposures in the system.
  • Occasional travel to client offices may be required.
  • Maintain necessary professional accreditations to meet agency standards.
  • Engage in continuing education opportunities as they arise.
  • Build and sustain positive working relationships with colleagues.
  • Communicate any service-related issues to management to uphold high customer service standards.
  • Adhere to established policies and guidelines to mitigate errors and omissions risks.
  • Report all errors and omissions claims promptly.
  • Ensure confidentiality in all client, staff, and agency matters.
  • Undertake additional duties and projects as assigned.

Qualifications:

  • Preferred: College degree; required: high school diploma or equivalent.
  • Prior experience in insurance coverage, including fundamental rating and underwriting skills.
  • Minimum of ten years of relevant experience.
  • Proficiency in Microsoft Office applications.
  • Familiarity with Vertafore is advantageous.
  • Demonstrated leadership capabilities and relevant insurance professional designations.
  • Proven track record of exceeding client expectations.
  • Possession of appropriate state insurance licenses and commitment to ongoing education.
  • Ability to work effectively with diverse individuals in a professional manner.
  • Strong communication skills, both verbal and written.

Marshall & Sterling Inc is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Compensation: The salary for this position is $55,000.00, influenced by factors such as relevant experience, education, and work location.

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