Employee Benefits Senior Client Service Representative

Company:

Marsh McLennan Agency

Description:

Senior Client Service Representative

Our not-so-secret sauce.

Award-winning, inclusive, Top Workplace culture doesn’t happen overnight. It’s a result of hard work by extraordinary people. More than 11,000 of the industry’s brightest talent drive our efforts to deliver purposeful work and meaningful impact every day. Learn more about what makes us different and how you can thrive as a Senior Client Service Representative at Horton, a Marsh business.

Marsh provides business insurance, employee health & benefits, retirement, and private client insurance solutions to organizations and individuals seeking limitless possibilities. With 200 offices across North America, we combine the personalized service model of a local consultant with the global resources of the world’s leading professional services firm, Marsh (NYSE: MRSH).

What You Do

Execution of Client Service

• Support Account Managers, Producers, Account Executives, and other internal department members to flawlessly execute MMA Midwest service strategy for each client, designed to create measurable value and efficiencies in their businesses
• Processes plan changes, as needed or requested by the client, checking for consistency and documenting in the appropriate system
• Builds personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication such as phone, email and in-person meetings
• Leverages insurance knowledge and communication skills to explain coverage terms, program updates, and other items to clients as needed
• Works with internal departments to ensure cohesiveness and timeliness of service execution
• Manages time effectively to prioritize workload, client service requests and service parameters on business process

Client Relationship Management

• Collaborates with Supervisor and Client Service Director to increase efficiencies by offering and/or implementing new workflow suggestions
• Provides ongoing support to mentor other Client Service Representatives through training on specific technical tasks, explaining coverage and offering direction to resolving unique client situations

Data and Process Integrity

• Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution
• Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments, and correspondence
• Achieves desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics and goals

Marketing Strategy and Negotiating

• Responds to client coverage questions and supports the insured
• Manages marketing of renewals for designated accounts with direction from the Account Manager or Producer/Account Executive, including reviewing quotes for accuracy, preparing the proposal, binding of renewals, and policy review
• Navigates various online rating systems/carrier websites to procure quotes
• Attends carrier meetings to expand and apply technical knowledge

Service Platform Implementation

• Demonstrates knowledge and is comfortable analyzing more complex issues before escalating them to the Account Manager; such issues may include policy coverage review, resolving coverage discrepancies with carrier and resolving contract requirement coverage gaps
• Works with the client and carrier directly to resolve any coverage questions and executes to completion

Peer Relationships

• Provides feedback and shares information at team meetings
• Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
• Develops successful and effective working relationships with Producers, Account Executives, Account Managers, service team members, managers, carriers, and members of other departments
• Communicates effectively with Account Managers and provides timely and complete information to allow them to effectively manage service execution

Your Education and Experience

Required

• Upon hire, Producers License for Fire/Casualty or Life/Health, as appropriate for role

Preferred

• BS/BA in Business, Insurance, or related field
• Intermediate skill level in Microsoft Office Suite

Valuable benefits.

We value and respect the impact our colleagues make every day bo