Client Service Manager - Commercial Insurance

Overview

The Client Service Manager is responsible for external support to clients for an assigned book of business, ensuring service levels produce a positive experience for clients resulting in client retention while building long-term relationships.

• Serve as the lead service contact to clients for the assigned book of business, overseeing all client service needs and ensuring engagement from the support team, including responsiveness, deadlines, and escalation as needed.
• Manage the client renewal process ensuring all necessary activities are completed with appropriate timing and quality standards.
• Collaborate with sales staff to direct onboarding of new clients, ensuring client files and agency management system information are thorough and accurate.
• Maintain a 96% or higher client retention ratio while pursuing opportunities for growth within the existing book of business.
• Maintain and enhance relationships with clients, carrier partners, vendors, internal teams, and other stakeholders to strengthen partnerships and promote long-term relationships with the Hylant team.
• Support business growth through account rounding efforts; assess business and human capital to identify risks or gaps in coverage; identify, design, communicate, and implement cost-effective Property and Casualty solutions to cover risk appropriately.
• Lead Client Engagement Strategy (CES) for assigned clients, providing oversight and driving client engagement at a best‑practice level.
• Serve as a back-up at all support levels as needed.
• Maintain and grow insurance knowledge through education opportunities and pursuit of designated credentials as appropriate.
• Perform other duties and special projects as assigned.

• Bachelor’s degree in business, insurance, risk management, or a similar field; equivalent combination of education and work experience may be considered.
• Three (3) or more years of insurance client service experience.
• Active Property & Casualty License.
• Intermediate Microsoft Office skills (Excel, Word, PowerPoint, and Outlook).
• CIC or CRM designation encouraged.
• Excellent attention to detail, and strong oral and written communication skills.
• Ability to work well in a team environment.

Hylant is an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, marital status, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. If you have a disability or special need that requires accommodation, please let us know. Hylant participates in E-Verify.