Senior Client Manager - Small Business

Company Overview
World Insurance Associates (“World”) is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals.

Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.

Position Summary
The Senior Client Manager independently serves as the primary service contact for a book of select commercial clients and is responsible for client satisfaction and strategic planning. This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.

Primary Responsibilities
Primary Activities

• Creates solutions and make recommendations in preparation for the strategy meeting with Client Advisors as applicable
• Obtains information from clients, analyzes risk, and applies technical expertise/knowledge to make recommendations
• Evaluates exposures and underwriting information for changes
• Determines marketing strategy within Core Carrier Strategy
• Creates complete carrier submissions and submits to carriers and/or leverages carrier rating portals
• Negotiates with underwriters to establish best terms and conditions with respect to premiums and coverage
• Finalize and deliver proposals to clients outlining options as applicable, the benefits of these options, and other coverages for consideration
• Obtains signed binding documents and notify carriers of client decisions
• Review binding documents for accuracy and deliver to clients
• Provides complex services throughout the year (e.g., contract review for insurance provisions)
• Develop and maintain positive relationships with carriers that specialize in small business
• Provide leadership, mentoring and direction to assist with growth and development of Client Service Representatives
• Present current trends and issues to interested parties internally and externally.

Provides clear direction to Client Service Representatives for the Following Activities

• Set up and maintain accurate account details, contacts, and policy information in EPIC, CSR24, and Indio as applicable throughout the renewal process
• Coordination of loss runs & experience modifications as applicable
• Draft carrier submissions
• Support obtaining client online portal quotes
• Draft client proposals
• Leverage templates and system generated letters and forms to produce standard communications to clients and carriers, including BOR, client pre-renewal letters, proposal letters, etc.
• Attach, organize, and name documents in EPIC
• Create activities in EPIC and assign to applicable team member
• Ensure renewals are processed accurately and key data elements are managed appropriately
• Delivers audits to clients upon receipt

Point of Escalation for Client Administration Call Center for the Following Activities (coordinated with outsourced services):

• Respond to client requests for changes
• Process endorsement with carriers or escalate for quotation of new lines of business or complex changes
• Follow-up for and deliver endorsements to clients upon receipt
• Respond to client requests for cancellation and escalate internally
• Coordinates the delivery of Proofs of Insurance
• Responds to client billing / payment questions
• Coordination of claim escalation

Position Specific Skills/Qualifications

Work Experience

• 5+ years’ experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages

Professional Licenses/Certifications

• Must hold state Property & Casualty insurance license

Essential Skills/Competencies

• Functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be skilled in Excel, Word, and other MS Office products.
• Able to understand new technology platforms quickly.
• Proficient in agency management systems (EPIC) and carrier sites
• Hands on personal approach to customer service. Maintains effective relationships with clients, co-workers, and colleagues.
• Maintains effective relationships with clients, co-workers, and colleagues. Viewed as a team player and is cooperative and collaborative
• Has an understanding of guaranteed cost program design and coverage forms. Able to provide consultation of coverage needs.
• Has a deep and thorough understanding of client requirements, competitive market, industry trends and recognized internally and externally as a subject matter expert.
• Strong written, oral, and interpersonal communication skills. Sets to achieve day-to-day objectives within the context of specified solutions. Develops and implements work plans for completing projects.
• Able to solve difficult problems that are not routine, but not overly complex.
• Able to develop short- and long-term strategies that have high impact on client/prospects and the business. Anticipates obstacles and identifies ways to overcome them.
• Provides resolution to a diverse range of problems. Uses critical thinking to identify key barriers to resolve complex situations. Able to solve complex problems by taking a new perspective using standard product/service.

Education

• College degree is preferred.

Physical Demands & Working Conditions
Office work involves working at a desk most of the time, using a stand-up/sit-down adjustable desk. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Typing, grasping, and repetitive motion typically is required every day, and walking and standing are required occasionally.

Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

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