Client Service Advisor - Business

Pay Range: $61,964.00 - $86,771.00

Under minimal supervision, performs customer service, sales, and management of assigned complex middle market & high impact business accounts. Serves as the customer's advocate between the customer and carrier regarding insurance coverage. Consults with clients to understand their businesses' unique risks and exposures, exercising independent judgment and discretion. Provides tailored solutions to help secure the most appropriate coverage for the clients’ specific needs. Adheres to department procedures and guides to ensure accurate responses and customer satisfaction. Some degree of travel may be necessary.

Education and Experience:

• Bachelors’ degree and 7-years relevant work experience or equivalent combination of education and experience required.
• Property & Casualty NYS Broker's license required.
• Professional insurance designation required.

Skills and Abilities:

• Serve as an advisor to the client for all tactical matters, using discretion to engage the Producer per account service handling instructions;
• Collaborate with the Producer throughout the new business process to ensure a successful conclusion and assume the management of the account after coverage has been bound;
• Manages a book of insurance business, while acting with a high degree of independent discretion, autonomy, and decision-making;
• Excellent verbal and business writing skills; ability to effectively handle diverse customers and to express empathy and concern;
• Highly Proficient in ability to analyze complex data, research problems and make sound decisions using own judgement, manuals, and available resources;
• Highly Successful working independently, competent in presenting information to customers;
• Highly capable of organizing and prioritizing multiple work assignments, paying attention to detail and focusing on quality;
• Highly proficient in Microsoft Office, especially managing Outlook emails
• Excels in effective quoting, proposing and binding of coverage, often within stringent deadlines;
• Master internal client management system and technology tools;
• Subject matter expert in comprehending and complying with department workflows and guidance
• Subject matter expert in knowledge and understanding of insurance concepts and core carrier underwriting guidelines and requirements;
• Create and maintain a positive work environment – build trust, open communication, creative thinking & cohesive teamwork;
• Ability to travel regionally will be required.

Tasks Performed:

• 40% Following department and agency procedures, perform or oversee all key servicing aspects of assigned complex, middle market to high impact accounts, within the agency management system and/or carrier websites, including but not limited to, new business & renewal submissions, coverage review and analysis, proposals, policy changes, review and timely delivery of policy documents. Ensure system documentation is professional, thorough, concise, and free of typographical errors.
• 30% Identify middle market to high impact customer issues or concerns by listening and clarifying the customer's comments, researching system files, procedures, and guidelines to determine the action needed, then provide an accurate verbal or written response to the customer, regarding existing coverage levels and recommend additional products or services to minimize coverage gaps when applicable.
• 20% Conduct coverage review meetings with customers either in person or virtually, including delivering policy term renewals.
• 5% Participate in routine department and agency meetings. Provide feedback and suggestions to enhance our customers' experience and overall department/agency efficiency.
• 5% Perform other duties as assigned.

Physical Requirements:

• Communicate effectively with internal and/or external customers
• Stationary 75% of time or greater
• Move Objects to Maximum 10 lbs

Why Work at NBT

At NBT we empower people to grow, innovate, and thrive through meaningful work, a supportive culture and opportunities to make a real impact in your community – because your success drives our success. 

Wellbeing 

At NBT, we value and support your wellbeing by offering generous time-off policies, wellness initiatives and flexible work arrangements, so you can thrive both personally and professionally. 

Community Involvement 

NBT believes community involvement fosters our success and the success of those around us. Through volunteer service and charitable partnerships