JOB TITLE: Client Manager REPORTS TO: Team Manager or Operations Support Supervisor EXEMPT/NON: Exempt DIVISION: Horton Risk Advisory Solutions GENERAL DESCRIPTION Summary The Client Manager is responsible for the daily servicing of a book of business on assigned accounts with direct accountability for client satisfaction and retention.
Responsibilities include client and carrier relationship management, policy related service, accounts receivable management and file management.
The Client Manager role requires the coordination of multiple tasks across teams and functional roles to meet various deadlines and quality standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: Coordinate the servicing of a book of business with all internal and external stakeholders, demonstrating an advanced level of knowledge of all commercial lines of insurance
Monitor and address aged accounts receivable with clients
Communicate and develop relationships with clients to ensure their satisfaction with services provided.
Escalate complaints and concerns to appropriate stakeholders
Visit clients as necessary to review policies, audits, loss run analyses and experience mods/projections.
Oversee service commitments to ensure compliance by colleagues
Collect renewal information from clients as needed
Coordinate value added services provided by Horton to clients
Manage carrier relationships on behalf of clients to ensure the accurate and timely issuance of policies and endorsements as agreed upon
Review Policy Insight final document and request any necessary changes and or endorsements.
Prepare policy documents and other documents, such as client commitment (CSRV) Bound coverages document, summary of insurance for delivery to clients as per client deliverable procedures.
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Verify, dispute and process audit endorsements in a timely manner.
Perform detailed audit reviews and present to clients
Audit and update agency management systems to ensure all required entries are made and documentation is created and correctly filed in accordance with established timetables, naming conventions and procedures
Act as back up for other Client Managers
Mentor and assist in employee development of team members
Manage surplus lines and other special procedures to ensure compliance with state regulations.
Other duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES Property and Casualty license must be obtained within 75 days of New Hire Onboarding.
Commitment to advancing your insurance knowledge via training and obtaining approved industry designation
At least five years of similar experience Must have strong commercial lines technical knowledge Must understand all forms of coverage and risk alternatives Highly proficient with Microsoft Word and Excel Applied Systems agency management experience preferred Extremely organized Sense of urgency and works well under pressure Analytical and technical orientation Strong attention to detail and follow through Self-confident Ability to communicate well BEHAVIOR STANDARD Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management.
All employees are expected to behave in a manner consistent with the corporate values of Driven, Excellent and Together.
WORKING CONDITIONS Fast-paced, multi-tasking environment requiring tolerance for schedule change and disruption with potential for travel.
JOB PERFORMANCE STANDARDS The job description is intended to describe the essential responsibilities The Horton Group requires.
Essential functions are outlined; other duties may be assigned as needs arise or as required to support the essential functions.
PHYSICAL REQUIREMENTS Ability to:
Perform work on a computer for extended periods of time
Sit/stand for extended periods of time in work area
Grasp objects using your fingers (fine motor skills)
Communicate and speak in a clear, concise and professional manner both in person and on the telephone.
Travel by air or ground transportation as required in performing job duties.
Be able to lift and carry objects that weigh a minimum of 40 pounds
Nothing in this job description or in any other written documents or forms maintained by The Horton Group, creates, or may be deemed to create, an employment contract between The Horton Group and any of its employees. The Horton Group reserves the right to revise the contents of this job description, at any time, without prior notice to its employees. This job description supersedes any previous oral or written job descriptions.