Client Advocate- Middle Market
Description

 

Essential Duties and Responsibilities 

Account Management 

  • Provide day-to-day client management and servicing for Middle Market accounts, as well as some Small Business Accounts as needed. 
  • Support team in handling of calls/emails and investigates questions and concerns from insured (Billing, Change Requests, Certificates, Auto ID Cards, Basic Policy questions). 
  • Process incoming mail (postal, email and/or faxes) for the team and distribute to team 
  • Process cancellation notices/non-payment issues; Advise Client Manager/Account Executive to handle 
  • Review policies, send change request to companies, update schedules and applications, and prepare for policy delivery 
  • Deliver policies as directed by Producer/Client Manager/Account Executive 
  • Request and prepare policy endorsements 
  • Issue certificates of insurance and deliver Special Handling Certificates to Client Manager/Account Executive 
  • Process client monthly reports 
  • Process premium audits and deliver disputed audits to Client Manager/Account Executive 
  • Follow agency procedures for EPIC (client management system). 
  • Perform other duties as assigned. 

New/Renewal Marketing  

  • Contribute to agency revenue and retention goals by following established Commercial Lines policies and procedures 
  • Review expiration checklist and manage workflow per Commercial Lines Service Standards 
  • Work with team to coordinate market ready submissions including specialty applications 
  • Review and roll renewal submissions or create Acord applications as directed by team 
  • Complete online rating with carriers as required for coverage placement as directed by team 
  • Prepare finance agreements with finance companies 
  • Review and issue renewal certificates, automobile identification cards, binders, claim reporting forms, invoices to distribute to clients. 

Other Duties and Responsibilities 

  • Maintain culture of employee ownership – contribute time and support to agency/carrier events or activities that strengthen our culture 
  • Create and maintain a positive work environment 
  • Accept special assignments as directed by Department Managers 
  • Support agency directives in effectively managing agency/carrier relationships 
  • Work openly and constructively with team members to reinforce the importance of delivering an efficient, effective and high-quality work product 
  • Represent Christensen Group in the greatest professional and ethical manner possible 
  • Provide the ultimate customer experience within the boundaries of the organization’s capabilities 
  • Demonstrate general knowledge of agency carriers, carrier/broker marketplace and underwriting in order to coordinate with insurance companies to address client issues and solve client problems 
  • Keep management informed of known actions, written or verbal that may affect the ability to successfully perform assignments or adversely affect the Company operations 
  • Contribute to creating a safe and fun learning environment 
  • Commit to continued education to grow skills and knowledge 
Requirements

 

  • At least 3 years of Business Insurance customer service experience (required).  
  • Ability to service a business insurance book of business with little to no guidance (required). 
  • Ability to work in a team setting (required). 
  • Microsoft Office experience, specifically Word and Excel (required). 
  • Detail-oriented (required). 
  • Ability to organize and prioritize work responsibilities (required). 
  • Excellent communication skills – verbal and written (required). 
  • Active Resident Property and Casualty insurance license (required). 
  • Epic experience (preferred). 
  • Ability to navigate insurance carrier websites (preferred). 
Salary Description
$55,000 - $68,000