Job Details

Senior Client Manager

Department: Business Insurance Status: Exempt

Summary The Sr. Client Manager will provide advanced technical support to Client Executive Service as well as continue to perform the Client Manager duties for existing clients, working in conjunction with other team members. In addition, the Sr. Client Manager may perform in the capacity of a Client Executive Service for specifically assigned accounts preparing for and providing renewal and new business presentations.

Essential Duties & Responsibilities

• Actively participate in initial strategy meeting with the client to develop the broad outline of the strategy as expressed by the Client Executive Sales.
• Acting in the capacity of the service lead, analyze coverages and claims data for new and renewal business.
• Develop marketing strategy for clients based on their needs, history, claims data and a strong knowledge built over time regarding coverage placement which can provide the best possible coverage designs and premiums.
• Negotiate on client's behalf, drawing on knowledge of the client's historical trends, experience modification projections and making judicious use of internal underwriting expertise to question carrier rate decisions.
• Manage the client's annual timeline for renewal business.
• Review accuracy of experience modification alerting discrepancies to the Client Executive.
• Proactively prepare renewal specifications and rough draft proposals.
• Providing guidance and instruction to Marketing to coordinate coverage placement updating the Client Executive as required.
• With input from the Client Executive Complete COWs and Stewardship Reports.
• Deliver policies to the client as directed by the Client Executive.
• Day to day department activities.
• Review and analyze loss run and claim status reports, discussing any trends or concerns with the Client Executive and make any recommendations in terms of communicating to the client.
• Prepare and use Loss Summaries and Large Loss Reports to flag areas of concern or make recommendations to the Client Executive.
• Manage collections of Accounts Receivables.
• Lead in File Audits.
• Periodic visits to clients focusing on client satisfaction and retention.
• Demonstrate proactive problem solving skills.
• Develop analytical, customer service, and communication skills needed to perform as a Client Executive Service.
• Manage accounts with minimal supervision from the Client Executive to include tracking renewal dates and following up with the team throughout the renewal process, instructing the team to begin gathering necessary renewal information and update presentations.
• Learn best practices to present renewal outcomes to the client and provide recommendations based on the findings with the ultimate goal being to take on these responsibilities.
• Keep Client Executive apprised of potential E&O concerns and client dissatisfaction. Strategize with Client Executive to develop possible resolutions and proactive solutions to avoid continued or future problems.
• Through regular, daily interaction with and observation of the service team, assess the skills and knowledge of service team member(s) and recommend formal training and developmental opportunities needed to grow their abilities.
• Based on knowledge of team member(s) skills and abilities, delegate tasks as appropriate.
• Responsible for ensuring project is on time and deadlines are being met.
• Ensure good file maintenance with documentation of account issues and maintenance of the Agency Management System. Establish and consistently maintain effective and positive working relationships with internal associates and clients.

Education and/or Experience

• 3-5+ years of daily World Class Client service as a Client Manager is required; or, a minimum of 5+ years industry experience showing increasing responsibility directly related to the performance of the above duties including 3-5 years of daily World Class Client service.
• Maintain a valid unrestricted Alaska Property & Casualty license.
• Advanced insurance designations applicable to the above duties strongly preferred as well as a willingness to pursue continuing education and professional development.
• Significantly exceed expectations in existing position if currently employed at MMA.
• Excellent understanding of insurance terminology, the functions of an insurance brokerage agency and the various lines of Business Insurance insurance.
• Prioritize tasks, set and achieve goals, think logically in solving problems and present results neatly, with clarity and precision in both oral and written form.
• Must possess a strong understanding of Property and Casualty coverages and carriers forms and programs such that this expertise is recognized by colleagues and clients. This level of expertise is generally acquired through 3 - 5 years of experience servicing a book with revenue of $750,000 or more.
• Proficiency with Microsoft Word, Excel and PowerPoint to include work experience creating tables, charts, graphs, pivot tables and formulas.

Work Environment & Physical Demands

• Ability to use computer keyboard and sit in a stationary position for extended periods as well as the use of office equipment such as fax and copy machines, and telephones.
• Work is performed in a typical interior/office work environment.
• Travel to client sites is required.
• Extended work hours (10 12 hrs/day) required on occasion during peak workload periods and to participate in networking and industry functions that begin before the workday, and may extend into the evening.