Senior Client Manager - Small Business

Company Overview

World Insurance Associates ("World") is a unique financial services organization with a global network of brokers and specialists who empower people to make informed decisions to improve their risk management outcomes, modernize their benefits programs, and help them achieve their long-term financial goals.

Founded in 2011, World is one of the fastest-growing, Top 25 insurance brokers in the U.S. with nearly 3,000 employees in more than 300 offices across North America and the U.K. World specializes in personal and commercial insurance, surety and fidelity bonding, employee and executive benefits, investment advisory and retirement plan services, and payroll & HR solutions.

The Senior Client Manager independently serves as the primary service contact for a book of select commercial clients and is responsible for client satisfaction and strategic planning. This position is expected to consistently provide excellent customer service leadership to accounts, as well as represent client needs and goals within the organization to ensure quality.

Primary Activities

• Creates solutions and make recommendations in preparation for the strategy meeting with Client Advisors as applicable
• Obtains information from clients, analyzes risk, and applies technical expertise/knowledge to make recommendations
• Evaluates exposures and underwriting information for changes
• Determines marketing strategy within Core Carrier Strategy
• Creates complete carrier submissions and submits to carriers and/or leverages carrier rating portals
• Negotiates with underwriters to establish best terms and conditions with respect to premiums and coverage
• Finalize and deliver proposals to clients outlining options as applicable, the benefits of these options, and other coverages for consideration
• Obtains signed binding documents and notify carriers of client decisions
• Review binding documents for accuracy and deliver to clients
• Provides complex services throughout the year (e.g., contract review for insurance provisions)
• Develop and maintain positive relationships with carriers that specialize in small business
• Provide leadership, mentoring and direction to assist with growth and development of Client Service Representatives
• Present current trends and issues to interested parties internally and externally.

Provides clear direction to Client Service Representatives for the Following

Activities:

• Set up and maintain accurate account details, contacts, and policy information in EPIC, CSR
  24, and Indio as applicable throughout the renewal process
• Coordination of loss runs & experience modifications as applicable
• Draft carrier submissions
• Support obtaining client online portal quotes
• Draft client proposals
• Leverage templates and system generated letters and forms to produce standard communications to clients and carriers, including BOR, client pre-renewal letters, proposal letters, etc.
• Attach, organize, and name documents in EPIC
• Create activities in EPIC and assign to applicable team member
• Ensure renewals are processed accurately and key data elements are managed appropriately
• Delivers audits to clients upon receipt

Point of Escalation for Client Administration Call Center for the Following Activities (coordinated with outsourced services):

• Respond to client requests for changes
• Process endorsement with carriers or escalate for quotation of new lines of business or complex changes
• Follow-up for and deliver endorsements to clients upon receipt
• Respond to client requests for cancellation and escalate internally
• Coordinates the delivery of Proofs of Insurance
• Responds to client billing / payment questions
• Coordination of claim escalation

• 5+ years’ experience in Commercial Property & Casualty with a comprehensive understanding of insurance coverages

• Must hold state Property & Casualty insurance license

• Functional knowledge of Excel specific to creating, formatting, and evaluating formulas and working within templates. Must be skilled in Excel, Word, and other MS Office products.
• Able to understand new…