Commercial Lines Client Experience Manager - Hybrid (West Chester, OH)

Most of our clients have built their companies from the ground up. OneDigital has too. We stand alongside these business owners, providing peace of mind that if the unthinkable happens, they are protected. We are their trusted partner to help them manage risks from weather, injuries or other unforeseeable surprises. This gives our clients the ability to focus on what’s most important to them and their employees: doing their best work and living their best lives.

If you are looking for a career where you are helping people and businesses thrive, even during times of uncertainty, OneDigital is the right career for you.

Our Newest Opportunity: 

The primary responsibility of the Client Experience Manager (CEM) position is to bridge the gap between the client and RiskSOURCE®/OneDigital to ensure each touchpoint across the client journey is engaging, efficient, and effective. 

The CEM provides a superior level of client service to multiple accounts through daily interaction by responding to client needs and inquiries.  Serving as the conduit between the client, the Risk Advisor (RA), Client Relations Manager (CRM), insurance carrier(s) and/or customer care centers, the CEM is responsible for the advice and account maintenance by any of the above-mentioned parties. 

With existing clients, the CEM fosters both deep and broad relationships within the client’s organization, with the goal of retaining and rounding client accounts by leveraging knowledge of consultative, value-based strategies and delivering client service standards supporting the corporate mission of RiskSOURCE®/OneDigital.  Client retention and satisfaction are achieved by working with support teams, assisting sales, and acting in accordance with the company’s vision and values.

Essential Duties and Responsibilities:

• Complete work during core hours of 8:30 a.m. – 5:00 p.m. – Monday-Friday.

• Collaborate with internal partners to provide client service and operations to maintain a flow of communication and to be a positive contributor in a team environment.

• Build and cultivate relationships within the client’s organization by going beyond insurance.

• Recognizing and responding to the client’s needs according to agency’s best practices.

• Utilize strong time management and organizational skills.

• Energetic self-starter that is flexible, consultative and results oriented.

Qualifications, Skills and Requirements:

• Demonstrates client service excellence, business acumen, and understand value-based selling.

• Ability to manage multiple tasks simultaneously and work effectively under tight deadlines. 

• Written communication skills –must be concise, organized, and clear.

• Analytical and computing skills –must be accurate and astute.

• Verbal Communication skills – convey ideas persuasively; either speaking spontaneously or in a prepared presentation.

• Readily adjusts to rapid changes in technology, products, and the marketplace.

• Aptitude for necessary computer programs.

Success in this role will be measured through KPI’s and outlined and reviewed periodically throughout the year:

• Incoming service requests (Phone/Email/Mail)

• Claim service

• Certificates of Insurance and contract reviews for existing clients

• Client experience delivery (education and tools)

• Work with CRM on client management and projects as needed

Education and Experience:

• Prefer four-year college degree or 2-3 years’ experience in commercial insurance. 

• Prefer active P&C insurance license (or will need to immediately obtain).

• Demonstrated and proven ability in account management and client service.

Physical Requirements:

• The CEM can work primarily in an office environment, hybrid, or full time remote, and travel is required for in-person meetings when needed. This role is either seated or standing position for most of their workday at a desk or table.  This is a sedentary role.

• Needs to occasionally move about inside the office to access resources.

• Constantly using hands and fingers to operate a computer and other office equipment (copy machine, label machine, etc.)

• Work takes place in a well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligib