Senior Client Service Representative - Business Insurance
Marsh McLennan
- Schaumburg, IL
- Permanent
- Full-time
Marsh McLennan Agency’s Midwest Region is a full-service brokerage providing business insurance, employee benefits, private client insurance, and retirement services to businesses and individuals across the country. MMA Midwest is consistently recognized as a top workplace, attracting and retaining its insurance talent by rewarding expertise and investing in career development. Colleagues enjoy an award-winning culture that fosters a highly productive and results-driven working environment.The Senior Client Service Representative is a team oriented person with a passion for delivering exceptional customer service on a daily basis. They perform transactions and tasks essential to managing efficient insurance, benefit and/or risk management programs. The Senior Client Service Representative executes policy and plan changes, provides evidence of insurance and helps to create proposals that exhibit complex programs in more easily understood and comparative formats. They assist in keeping our client information up to date in our agency management system, facilitating a collaborative service experience and empowering our client portal. The Senior Client Service Representative works alongside the full account servicing team to answer questions, access and deploy resources, place coverage and negotiate terms and conditions on behalf of clients.EXECUTION OF CLIENT SERVICESupport 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 businessesProcesses plan changes, as needed or requested by the client, checking for consistency and documenting in the appropriate systemBuilds personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication such as phone, email and in-person meetingsLeverages insurance knowledge and communication skills to explain coverage terms, program updates, and other items to clients as neededWorks with internal departments to ensure cohesiveness and timeliness of service executionManages time effectively to prioritize workload, client service requests and service parameters on business processCLIENT RELATIONSHIP MANAGEMENTCollaborates with Supervisor and Client Service Director to increase efficiencies by offering and/or implementing new workflow suggestionsProvides ongoing support to mentor other Client Service Representatives through training on specific technical tasks, explaining coverage and offering direction to resolving unique client situationsDATA AND PROCESS INTEGRITYConsistently 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 executionAccurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments and correspondenceAchieves desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics and goalsMARKETING STRATEGY AND NEGOTIATINGResponds to client coverage questions and supports the insuredManages 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 reviewNavigates various online rating systems/carrier websites to procure quotesAttends carrier meetings to expand and apply technical knowledgeSERVICE PLATFORM IMPLEMENTATIONDemonstrates 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 gapsWorks with the client and carrier directly to resolve any coverage questions and executes to completionPEER RELATIONSHIPSProvides feedback and shares information at team meetingsParticipates 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 departmentsCommunicates effectively with Account Managers and provides timely and complete information to allow them to effectively manage service executionREQUIRED:Upon hire, Producers License for Fire/Casualty or Life/Health, as appropriate for rolePREFERRED:BS/BA in Business, Insurance or related fieldIntermediate skill level in Microsoft Office SuiteA Great Place to Work. A Great Place to Perk.Recognized for workplace culture by the likes of Fortune Magazine, The Chicago Tribune and more, our colleagues enjoy an environment that fosters creativity as well as individual and organizational growth. A small sampling of the benefits our colleagues enjoy include:Medical, dental, vision, 401K benefits and moreThe flexibility to work at home or an officeA paid day off to volunteer and company-organized volunteer eventsUp to $1,000 per year in matching charitable donationsUp to $750 per year in wellness rewardsA company-wide mentality that you can never appreciate your co-workers too muchWho You Are is Who We AreMMA Midwest has created an award-winning culture largely due to meeting our colleagues where they are, celebrating their differences and building an inclusive environment. We challenge ourselves to create a workplace where our colleagues feel not only welcomed, but feel they belong; where we not only embrace diverse perspectives and opinions but seek them out; and where we ask not how a colleague fits our culture, but what they add to it.#MMAMW#MMABI