Senior Client Service Specialist - Personal Lines

WHO WE ARE

Relation Insurance is a leading, innovative company with a strong commitment to excellence and a passion for delivering cutting-edge solutions to our clients. As a key player in the insurance market, we pride ourselves on our dynamic culture, collaborative environment, and continuous drive for success. With a rich history and a bright future ahead, we are looking for exceptional individuals to join our team and contribute to our ongoing growth and success.
 

WHAT WE’RE LOOKING FOR

The Senior Client Service Specialist, Small Business Unit executes all senior-level administrative tasks related to account management and policy servicing for small personal accounts.  The Senior Client Service Specialist works to ensure client retention goals are met by responding promptly to requests from clients, prospects and members of the production staff.  The individual in this role must project a professional company image through all interactions with carriers, clients, producers, team members and others.

A GLIMPSE INTO YOUR DAY

• Assists with the daily maintenance of customer files. 

• Develops professional business relationships with producers, account managers and clients. 

• Develops, maintains and demonstrates thorough knowledge of Personal Line products and services. 

• Actively participates in efforts to gain and deepen client relationships by seeking opportunities to discuss client solutions and/or referring clients to producers when needed. 

• Identifies, researches and resolves escalated client issues. 

• Assists in the remarketing of renewals to ensure high account retention. 

• Orders renewal policies.  Checks renewal policies against proposals and bills policies in agency management system. 

• Manages the Workers Compensation renewal process, including information collection, supplemental applications, loss runs, application generation, and submission to carrier partners. 

• Enters endorsements on company websites, follows up on pending endorsements, verifies accuracy, bills endorsements, and sends them to clients. 

• Follows up with carriers on new business submissions not handled by Risk Placement Specialists. 

• Enters and rates policies in carrier websites and orders new policies as needed. 

• Issues standard certificates of insurance and other forms for holders (e.g. EOP, Binders, etc.) 

• Checks the payment status of direct bill policies to prevent cancellations and alerts appropriate producers if policies are at risk due to non-payment. 

• Follows up on claims, updates agency management system with claims activity, payments, and closures. 

• Checks audits for accuracy and reviews with agency staff as appropriate.  Bill audits, creates audit review letters and sends them to clients. 

• Orders motor vehicle reports “MVRs” and loss runs as directed. 

• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience.

• Performs other projects, duties, and tasks, as assigned.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• A Property and Casualty License from state of domicile is required must be maintained.  

• Associate in Insurance (AINS) and/or Certified Insurance Service Representative (CISR) Designation preferred. High School Diploma or equivalent.  Four-year degree preferred.

• High School Diploma or equivalent. 

• A minimum of 2 years of customer service experience within the Insurance Industry. 

• Bilingual a must or a plus depending on location. 

• Previous experience with personal lines preferred.

• Proficient in using computers, Microsoft Office Suite and online rating systems. 

• Knowledge of insurance markets, products, services insurance ratings and underwriting procedures. 

• Working knowledge of personal lines of coverage. 

• Outstanding interpersonal and communications skills are required to maintain effective relationships with clients, co-workers, carriers, vendors and others.  

• Must be able to understand written and oral communications and interpret information written within policies. 

• Ability to work independently with limited daily supervision and to work effectively in a team environment. 

• Ability to function effectively under tight time constraints, consistently meet strict deadlines, prioritize, and handle multiple tasks in a demanding work environment. 

• Excellent customer service skills are a must. 

• Willingness to adhere to all principl