Client Service Manager

The Opportunity: 

• Proven record of exceptional technical knowledge of the Surety industry working independently on both commercial and contract bonds.
• Perform efficiently in preparation and administration of bonds, consents of surety, change riders, continuation certificates, bond rates and capacity letters.
• Familiar with and access to full authority and all necessary bonding tools. (Online Platforms)
• Provide timely, professional responses to all surety inquiries – anticipate same day or next business day at latest. Discuss additional service standards with Department Leader. 
• Full understanding of and experience with resources necessary to complete commercial & contract bond workflow, including but not limited to Builder’s Exchange, understand how and where to access specifications and requirements needed to execute any and all types of bonds ie. (license, permit, bid and performance, payment and misc) bonds for new and existing clients.
• Integrate, as needed, with the surety team for ongoing training, efficiencies, industry knowledge, and to improve professional skills and key relationships in both commercial and contract surety divisions.  
• Ability to build strong relationships with current surety partners and prospects. 
• Consistently provide exceptional customer service to clients (internal & external) and vendor partners, leading to a 97% or higher client retention ratio and opportunities for growth within the existing book of business.
• Demonstrated leadership competencies within Hylant and regional/office leadership. 
• Strong desire to continue to improve professional skills, industry knowledge and key relationships.

In This Role You Will Need:

• Maintain an active Property & Casualty License.
• 2+ years of experience in the surety industry.
• Comfortable working in a fast-paced environment.
• Excellent customer service, time management and communication skills.  Individual who knows best practices with verbal and email communication and when to utilize one over the other.
• Leverage Hylant technology, tools and resources; and ensure all internal systems are proactively managed. Expected timeframe - within 6 months.
  • Specific to the EPIC Agency Management System
• Understand and adopt proper naming conventions. 
• Understand, adopt, and support proactive Activity management - documenting appropriately, managing timelines whether as defined in workflow/procedure or as identified by service lead(s).
• Ultimate team player, responsive and professional with clients, co-workers, and colleagues
• Maintain accurate and complete client files within Epic, associated to appropriate policy records and/or activities for accessibility by all team members and for reporting purposes.
• Provide prompt, accurate, & thoughtful service to colleagues, clients, and vendor partners, sharing open, collaborative communication to prepare and present “Best Practice” level of service to all.
• Support and direct clerical / administrative work (to identified team members if available and applicable) in conjunction with Service Lead(s), utilizing the agency management system activities to identify needs and to document file.
• Work to build awareness and understanding of Hylant service standards, surety carrier appetites, and relationship with underwriters to enhance skills and abilities to help support client / team needs.
• Innovate & gain efficiency in workflows, systems, and processes