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Senior Client Service Representative

2 months ago

Loveland, Colorado, United States US012 Marsh & McLennan Agency LLC Full time

About US012 Marsh & McLennan Agency LLC

US012 Marsh & McLennan Agency LLC is a leading provider of business insurance, employee benefits, private client insurance, and retirement services to businesses and individuals across the country. Our agency is consistently recognized as a top workplace, attracting and retaining our insurance talent by rewarding expertise and investing in career development. Our colleagues enjoy an award-winning culture that fosters a highly productive and results-driven working environment.

Job Summary

The Senior Client Service Representative is a team-oriented person with a passion for delivering exceptional customer service daily. They perform transactions and tasks essential to managing efficient insurance, benefit, and/or risk management programs. The Senior Client Service Representative executes policy and plan changes, provides evidence of insurance, and helps to create proposals that exhibit complex programs in more easily understood and comparative formats. They assist in keeping our client information up to date in our agency management system, facilitating a collaborative service experience and empowering our client portal. The Senior Client Service Representative works alongside the full account servicing team to answer questions, access and deploy resources, place coverage, and negotiate terms and conditions on behalf of clients.

Key Responsibilities

  • Support Account Managers, Producers, Account Executives, and other internal department members to flawlessly execute US012 Marsh & McLennan Agency LLC service strategy for each client, designed to create measurable value and efficiencies in their businesses.
  • Processes plan changes, as needed or requested by the client, checking for consistency and documenting in the appropriate system.
  • Builds personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication such as phone, email, and in-person meetings.
  • Leverages insurance knowledge and communication skills to explain coverage terms, program updates, and other items to clients as needed.
  • Works with internal departments to ensure cohesiveness and timeliness of service execution.
  • Manages time effectively to prioritize workload, client service requests, and service parameters on business process.

Client Relationship Management

  • Collaborates with Supervisor and Client Service Director to increase efficiencies by offering and/or implementing new workflow suggestions.
  • Provides ongoing support to mentor other Client Service Representatives through training on specific technical tasks, explaining coverage, and offering direction to resolving unique client situations.

Data and Process Integrity

  • Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals, and reporting tools to ensure efficiency and accuracy of execution.
  • Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence.
  • Achieves desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics, and goals.

Marketing Strategy and Negotiating

  • Responds to client coverage questions and supports the insured.
  • Manages marketing of renewals for designated accounts with direction from the Account Manager or Producer/Account Executive, including reviewing quotes for accuracy, preparing the proposal, binding of renewals, and policy review.
  • Navigates various online rating systems/carrier websites to procure quotes.
  • Attends carrier meetings to expand and apply technical knowledge.

Service Platform Implementation

  • Demonstrates knowledge and is comfortable analyzing more complex issues before escalating them to the Account Manager; such issues may include policy coverage review, resolving coverage discrepancies with carrier, and resolving contract requirement coverage gaps.
  • Works with the client and carrier directly to resolve any coverage questions and executes to completion.

Peer Relationships

  • Provides feedback and shares information at team meetings.
  • Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
  • Develops successful and effective working relationships with Producers, Account Executives, Account Managers, service team members, managers, carriers, and members of other departments.
  • Communicates effectively with Account Managers and provides timely and complete information to allow them to effectively manage service execution.

Requirements

  • Upon hire, Producers License for Life/Health.
  • 2+ years of insurance brokerage client service experience in Employee Benefits insurance.

Preferred Qualifications

  • BS/BA in Business, Insurance, or related field.
  • Intermediate skill level in Microsoft Office Suite.

About Our Culture

US012 Marsh & McLennan Agency LLC has created an award-winning culture largely due to meeting our colleagues where they are, celebrating their differences, and building an inclusive environment. We challenge ourselves to create a workplace where our colleagues feel not only welcomed but feel they belong; where we not only embrace diverse perspectives and opinions but seek them out; and where we ask not how a colleague fits our culture, but what they add to it.