Client manager

DESCRIPTION :

The Assistant Client Manager role is an integral and critical member of our client service team responsible for providing exceptional service and delivering excellent business support to the client service teams.

The Assistant Client Manager proactively acquires, assembles, and follows-up on information critical to providing exceptional client service and advocacy for clients and prospects.

QUALIFICATIONS :

You will find EPIC to be a fast-paced, fun environment and a workplace in which you truly can make a difference. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and / or ability required.

• Enthusiasm and zest for your learning experience
• Strong verbal and written communication skills
• Interpersonal Skills enjoy working with people
• Service Oriented
• Willingness to learn and take direction from others
• Self-motivated

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Services assigned book of business and willingly supports new business engagements alongside client service team
• Service clients' daily account needs
• Develop productive business relationships with clients
• Communicates with clients, responding to inquiries, maintaining documentation of communications in agency management system
• Meet all quality and timeliness standards in the agency management system while properly documenting all activity
• Performs other duties or responsibilities as assigned by the company at its discretion

You will be involved in various activities including lunch and learns, external workshops relevant to communication, time management, business etiquette skills as well as insurance operations training.

There are core duties listed below where a designated mentor will be assigned to further develop Account Assistant’s knowledge of insurance, finance, sales and marketing.

Overall Duties Include :

• Check Mailbox Daily
• Obtain loss runs and compile loss summaries and schedules, as needed
• Begin basic proposal and transition the proposal to the other members of the client service team
• Create certificates of insurance and automobile identification cards
• Manage the certificate renewal process and ensure accurate issuance throughout policy term
• Ensure policies are received timely and complete appropriate policy checking and delivery procedures
• Processes audits and creates required audit analysis
• Prepares materials for presentations and meetings
• Maintain open items with internal and external client service team as needed
• Creates policy summaries and / or schedules of insurance
• Review contracts for insurance requirements applicable to issuance of certificates of insurance
• Request and complete various insurance notices and forms
• Assist with special projects, renewals, and client requests
• Performs other duties or responsibilities as assigned by the company at its discretion

Service :

• Process all policies, endorsements, incoming mail, certificates, audits, and other items related to the servicing of client accounts in a timely and accurate manner;
• Responsible for monthly expirations;
• New Business Set up Checklist for client notify assigned CM when readyFollow tasks assigned to ACM in Checklist; maintain updates in ChecklistOrder Loss Runs as needed using Loss Run TrackerOrder Modifier from NCCI with permission from client & CE / CMCertificates & Auto ID CardsSuspense via Tasks in ImageRight for receipt of policiesCollect Policies & Perform 1st Review upon Receipt;

notify CM when 1st review is complete

• Renewals THIS STARTS THE RENEWAL PROCESS ON EVERY CLIENT Run monthly expiration list for 150 days out and distribute to team 120 days out : Put renewing policies in REMARKET status in Sagitta;
• unless : If policy is automatic / direct bill renewalIf policy is first renewal after BOR use REWRITE status Order loss runs (once notified by CM that Loss Run Tracker is updated) save in S drive and ImageRight upon receiptOrder E-Mod Worksheet from current carrier, or NCCI if current carrier won’t provide notify CE / CM immediately if an increase from expiring Update Prior Year Loss Run SummaryCertificates & Auto ID CardsSet up Renewal Checklist for each client notify assigned CM when readyFollow tasks assigned to ACM in Renewal Checklist;
• maintain updates in Renewal ChecklistSuspense via Tasks in ImageRight for receipt of policies and final audits (if applicable)Collect Policies & Perform 1st Review upon Receipt;

notify CM when 1st review is complete

Endorsements Request endorsements from underwriter, or online when possible, or finish below items when copied on change request to carrier by CM When large AP is suspected, work with CM or CE to advise client or gain clarity around the requestUpdate exposure workbooks with changes as they are requestedSuspense Task in ImageRight for receipt of endorsementUpdate Sagitta information i.

e. add vehicle, change address, etc.Send Auto ID card and / or certificate (when applicable) immediately Follow Up on Endorsement receipt with carrier if not received prior to suspense dateWhen received : check for accuracy against request, invoice, transmit to client with full description (CM help as needed)Close suspense & file in ImageRightIf provided with carrier invoice, send to ap premium@epicbrokers.

file correspondence in ImageRight and follow associated task outline in systemFollow up on endorsement receipt with carrier if not received prior to suspense dateSend Auto ID Card and / or certificate (when applicable) immediatelyWhen received : check for accuracy against request, invoice, transmit to clientClose suspense & file in ImageRightIf provided with carrier invoice, send to ap premium@epicbrokers.com

General Account Management Maintain & Add-to Open Item List, working with CE / CMIssue Certificates of Insurance as requested by client standard turnaround time is 24 hoursIssue Auto ID Cards as requestedMaintain ECerts website - set up clients to issue on demand certs (coordinate with CE)Setup Client Portal (specific process to be determined when new portal is live)Create Client Claims Handling Tip sheets for all claims reporting guidelines (template to be provided when claims handling is finalized)File all pertinent information- documents, emails, correspondence in ImageRightCoordinate and attend marketing meetings with carriers as necessaryProcess Notices of Cancellation and discuss with CE / CM / Producer immediately upon receipt.

This includes updating Sagitta, filing in ImageRight and following associated task outlines in system.Maintain & Add-to Open Item List, working with CE / CMIssue Certificates of Insurance as requested by client standard turnaround time is 24 hoursIssue Auto ID Cards as requestedMaintain ECerts websiteSetup Client Portal (specific process to be determined when new portal is live)Create Client Claims Handling Tip sheets for all claims reporting guidelines (template to be provided when claims handling is finalized)File all pertinent information- documents, emails, correspondence in ImageRightCoordinate and attend marketing meetings with carriers as necessaryProcess Notices of Cancellation and discuss with CM / CE / Producer immediately upon receipt.

This includes filing in ImageRight and following associated task outlines in system

Audits Check against policy exposures / ratesSend to client (w / CC to CM / CE) with comparison of policy exposures vs audited exposures and invoice if additional premiumIf provided with carrier invoice, send to ap premium@epicbrokers.

comSuspense to follow up on payment or dispute

Policy Maintenance File policy(ies) from carrier(s) in ImageRight and follow associated task outline in system, setting any necessary follow ups to CMPerform 1st Policy Check and use task to notify CM to perform 2nd Policy Check

Personal and Organizational Responsibilities

• Set priorities and manage workflow for self to ensure efficient, timely, and accurate processing of all responsibilities;
• Maintain cordial and effective relations with clients, co-workers, carriers, wholesalers, vendors, and other business contacts;
• Maintain up-to-date proposals, insurance summaries, workflow logs, manuals or other required documentation and records;
• Interact with others effectively utilizing good communication skills, cooperating purposefully, and providing information and guidance as needed to achieve the business goals of the Company;
• Stay informed regarding industry information, new product / program developments, coverages, legislation, technology to continuously improve knowledge and performance;
• Other duties may be assigned.
SOFTWARE :
• Sagitta
• Sagitta
• ImageRight
• eCerts
• Various Carrier Websites
• Microsoft Office

SUPERVISORY RESPONSIBILITIES :

None

KEY COMPETENCIES :

• LANGUAGE SKILLS
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

• MATHEMATICAL SKILLS
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra.
• REASONING ABILITY
• Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

EDUCATION and / or EXPERIENCE :

• College Degree preferred
• Must obtain Texas Property and Casualty license within 90 days of date of hire
• Proficiency with a variety of Microsoft Office computer software applications in word processing, spreadsheets, database, and presentation software.
• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires teamwork, demonstrated poise, tact, and diplomacy.

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel;

reach with hands and arms; and talk or hear. The employee must occasionally lift and / or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WHY JOIN US?

• 15th Largest Broker in US
• Voted " Best Place to Work" in the Insurance Industry
• Awesome Benefits : 401K matching, Generous Time Off Policy, Flexible Work Options, Medical, Dental, Vision, Pet Insurance, Cancer Insurance, Wellness Programs, Employee Award Programs (Trips!).

Last updated : 2024-04-23