Senior Client Service Executive & Team Lead

Company:

Marsh McLennan Agency

Description:

Department: Business Insurance

Status: exempt

Reports To: principal and director, Business INsurance division

Summary

Senior Client Executive Services will maintain and expand upon the duties and responsibilities of the Client Executive Service position, including responsibility for retention and expansion of World Class Client accounts and participating in the procurement of new business. This position also acts as an industry expert, resource and thought leader in the Business Insurance Division while taking on expanded role in client relationships. Act as a leader for the service team members to include newer Client Executive Services, Senior Client Managers, Client Managers and Client Administrators. Coordinates Marketing and Risk & Loss colleagues as the need for their expertise occurs.

Essential Duties & Responsibilities

• Oversee ongoing account service activities

• Provide thought leadership, strategic analysis and expertise

• Designs complex insurance programs including loss sensitive programs

• Develops strong working relationship with underwriters and marketing

• Establishes industry expertise and understanding of unique coverages

• High degree of service organization and comfort working at a varying pace, managing multiple tasks and deadlines simultaneously, adjusting priorities often and managing frequent interruptions

• Maintain book size within the top 10% of peer group for sustained period -with consideration for book make up and complexity- with ability to manage and lead the majority of client interactions

• Engage effectively in complex Claims situations

• Develop strong client relationships and consistently take the lead in client interactions

• Maintain CSE level responsibilities with performance above average ratings in the top tier of peer group

• Manage/collect receivables in conjunction with Client Sales Executive

• Meet regularly with Client Sales Executive to update, advise and inform

• Coordinate activities on accounts

• Review and deliver summary, proposals and policies

• Lead, present and participate in meetings with clients

• Maintain current Insurance Summaries on all accounts

• Update Exposure Analysis Worksheets annually on all accounts.

• Meet World Class Client service commitments (Pre-Renewal Meetings, Relationship Reviews, etc.)

• Establish a service plan with the client and monitors the plan implementation

• Build a strong relationship with the client at various levels in the organization

• Participate in new business development and proposals with Client Sales Executive

• Pursue opportunities to round out existing client programs with additional and/or increased lines of coverage

• Coordinate coverage placement through managing the direction provided to service team

• Participate in new business procurement, taking a meaningful role in analysis and presentations

• Manage all facets of renewal process

• Proactively coordinate with the client and Producer on strategy and planning for client renewals

• Initiate client contact and orchestrate renewal strategy meetings

• Ability to facilitate or create relevant benchmarking and analytics appropriate for client

• Oversee of collection of renewal underwriting information and process of preparing and updating underwriting specifications

• Coordinate coverage placement through instructions provided to Marketing

• Review and deliver binders, invoices, etc.

• Advise, inform and involve Client Sales Executive, as required in marketing process

• Prepare and deliver proposals

• Prepare all orders and instructions to the service team

• Manage expiration lists

• Ensure renewal timelines are met and timely delivery of policies

• Ensure file maintenance and documentation of client communication and account issues

• Act as a leader for the service team members.

• Create an environment oriented to trust, open communication, and cohesive team effort

• Demonstrate a positive approach and ability to work effectively with diverse personalities

• Facilitate problem solving and collaboration when faced with client difficulties

• Focus the team on the internal and external client requirements, familiarizing them with client specifications, work procedures and processes, quality standards, techniques and tools to support task performance

• Provide necessary business information to enhance the team's professional development

• Ensure deliverables are prepared to satisfy client requirements, cost and schedule

• Work closely with department Manager and Director of Client Services to obtain necessary resources to support the team's requirements, discuss project impediments, and to escalate issues that cannot be resolved by the team

• Excellent communications skills and ability to provide clear and understandable explanations of complicated coverage or program structures to clients in both written and oral form

• Independent decision making and excellent judgement in addressing and servicing client and team needs

• Project management skills to organize resources

• Establish and consistently maintain effective and positive working relationships with colleagues and clients.

Education and/or Experience

• Successful work history to include 10-15 years of service with World Class Clients and history of increasing levels of responsibility directly related to the performance of the above duties

• Expert knowledge in the property and casualty marketing place to include unique industry specialization, education and professional development associations

• Bachelor's degree strongly preferred

• Maintain a valid unrestricted California Fire & Casualty Solicitors license and a valid Driver's license

• Achieve and maintain advanced insurance designations applicable to the above duties such as ARM, CPCU or CIC designations

• Excellent understanding of insurance terminology, trends and factor influencing the industry, and the various lines of commercial insurance

• Advanced skills with MS Office Software (Word, Excel, Power Point and Outlook)

• Prioritize tasks, set and achieve goals, think logically in solving problems and present results neatly, with clarity and precision in both oral and written form

• Ability to present complicated information to a variety of interest groups in a clear and unambiguous way, connecting with the group in terms of style and content

Work Environment & Physical Demands

• Ability to use computer keyboard and sit in a stationary position for extended periods as well as the use of office equipment such as fax and copy machines, and telephones

• Work is performed in a typical interior/office work environment

• Travel to client sites will be required. Usually travel is within driving distance, but may occasionally consist of a 1 to 2 night stay

The applicable base salary range for this role is $84,700 to $180,800. The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other wellbeing programs as well as employee assistance programs.