Client Service Consultant, CRS

How have we maintained our 90 years of independence? Because we’re bullish in the industry, we’re innovative, we offer cutting-edge services and benefits, and we care deeply about our employees, clients, and communities. That’s what being part of an employee-owned, powerhouse company can do. Our employees write our playbook, have a seat at the table in the decisions we make, and work together (not against each other) — providing an exceptional employee experience.

Sound enticing? Interested in the potential of becoming a shareholder/owner for one of the largest independent brokerages in the nation? Check out our open Client Service Consultant opportunity and apply

We are looking to add a Client Services Consultant to join our Creative Risk Solutions team in Waukee, IA. Candidates thrive in our environment when they harness their collaborative mindset, strong interpersonal communication skills, and a love of learning.

This role will evaluate the needs of existing clients and strengthen the client relationship. There is also internal training and evaluation assignments for CRS staff to ensure that they are equipped to meet the rising demands of the clients.

Duties:

Client Service Duties:

• Demonstrates exceptional customer service and operates as an effective partner with clients to include, but not limited to the following:
• Working with ICS, agency partners and clients to troubleshoot client service issues.
• Provides adequate onboarding for both clients and CRS staff.
• Works with managers and supervisors to evaluate and recommend improvements in service.
• Consistently available for client inquiries and responds to client requests in a timely and professional manner.
• Serves as the main customer point of contact on stand-alone business where assigned, including keeping a current contract in place.
• Deliver performance reports, such as CRS scorecard and stewardship reports, to clients and agency partners.
• Assists with other projects as needed.
• Investigate, resolve and identify appropriate resources to resolve complex individual claim issues ensuring client satisfaction.
• Work with managers and supervisors to communicate with clients and agencies when changes with adjusters assigned to claim files take place.
• Review TPA customer satisfaction survey results and follow-up with clients and agencies as needed. Organize and facilitate internal meetings with managers and supervisors to discuss results.
• Organize and facilitate individual claim reviews for customers.
• Attend and participate in captive group meetings such as Risk Control Workshops and Board Meeting to build relationships and provide training as needed. Communicate important messages back to internal CRS staff.
• Maintain visibility with clients, fostering lasting relationships developed through professional and technical expertise, as well as, understanding client’s business needs.

• Must be knowledgeable about all lines of coverage and the claims that we receive in workers compensation, liability, product liability, auto and property claims.
• Must have strong ability to present complex information that is very technical in nature with a simplified message. This will take place with groups of people and individuals.
• Must be able to track and follow financial information from loss funds, premium payments and claim dollars to understand the customer’s perspective.

• Consult with the managers and supervisors to assess training needs and develop programs to match these needs. Continually evaluate procedures to monitor and analyze effectiveness and update as needed.
• Develop, implement and deliver training programs and materials for internal staff as well as external customers.
• Must have strong communication skills and be able to present topics to large groups at captive meetings.

• Develop and maintain positive working relationships with team members, participate in team meetings, provide back-up when necessary, communicate information and effectively resolve problems/issues as situations arise.
• Develop and maintain positive working relationships with all CRS agency partners and ICS to ensure customer needs are met.
• Seek feedback from customers regarding performance of CRS.
• Accountable for account accuracy by ensuring that on-line customer information, as well as items received by carriers are accurate and current.
• Organize internal meetings to facilitate communication and seek input from managers and supervisors prior to attending board meetings.
• Prior to attending captive meetings, communicate with other CRS staff who will be in attendance. This includes providing them with background information on the group, sharing ongoing issues/challenges, identifying key attendees and providing them with an electronic copy of meeting materials.
• Must be able to organize and facilitate individual claim reviews for customers.

• Excellent knowledge of property casualty coverages and claims with the ability to apply that knowledge in the performance of the job duties.
• Ability to develop and foster effective relationships with ICS, agency partners, clients, prospects, carriers, auditors, and all internal staff.
• Excellent communication skills and the ability to apply these skills in either verbal or written form when interacting with various clients, company personnel, and team members.
• Knowledge of organizational methods and the ability to manage multiple tasks simultaneously.
• Ability to operate standard office equipment such as, computer, calculators, copier, telephone, and fax machines, etc.
• Working knowledge of various software packages such as WORD, EXCEL, Salesforce, Power Point, etc.
• Ability to speak in public to large or small groups and present organized materials and thoughts in a systematic format.
• Ability to think independently and seek out solutions with limited direction from anyone else.
• Ability to travel as needed.
• Ability and willingness to consistently participate in internal and external educational opportunities to enhance knowledge of current insurance topics or relevant system improvements.
• Ability and willingness to continue industry related education, such as CPCU, ARM or AIC designation.
• Ability to work daily and extended hours as necessary.
• Ability to assist in other work related duties, as necessary.
• Must be knowledgeable of and comply with HMA's Client Privacy Policy, HIPAA regulations and E&O procedures and policies.

• Education: High School Diploma required, college degree preferred.
• Experience: Minimum five years’ experience as a claim adjuster or loss control specialist or experience managing major accounts for a TPA or Agency.

• Paid Parental Leave and supportive New Parent Benefits — We know being a working parent is hard, and we want to support our employees in this journey
• Company paid continuing Education & Tuition Reimbursement — We support those who want to develop and grow.
• 401k Profit Sharing — Each year, Holmes Murphy makes a lump sum contribution to every full-time employee’s 401k. This means, even if you’re not in a position to set money aside for the future at any point in time, Holmes Murphy will do it on your behalf We are forward-thinking and want to be sure your future is cared for.
• Generous time off practices in addition to paid holidays — Yes, we actually encourage employees to use their time off, and they do. After all, you can’t be at your best for our clients if you’re not at your best for yourself first.
• Supportive of community efforts with paid Volunteer time off and employee matching gifts to charities that are important to you — Through our Holmes Murphy Foundation, we offer several vehicles where you can make an impact and care for those around you.
• DE&I programs — Holmes Murphy is committed to celebrating every employee’s unique diversity, equity, and inclusion (DE&I) experience with us. Not only do we offer all employees a paid Diversity Day time off option, but we also have a Chief Diversity Officer on hand, as well as a DE&I project team, committee, and interest group. You will have the opportunity to take part in those if you wish
• Consistent merit increase and promotion opportunities — Annually, employees are reviewed for merit increases and promotion opportunities because we believe growth is important — not only with your financial wellbeing, but also your career wellbeing.
• Discretionary bonus opportunity — Yes, there is an annual opportunity to make more money. Who doesn’t love that?