Senior Client Service Representative/Supervisor - Employee Health & Benefits

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 SERVICE

• Support Account Managers, Producers, Account Executives and other internal department members to flawlessly execute Assurance service strategy for each client, designed to create measurable value and efficiencies in their businesses
• Processes plan changes, as needed or requested by the client, checking for consistency and documenting in the appropriate system
• Builds personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication such as phone, email and in-person meetings
• Leverages insurance knowledge and communication skills to explain coverage terms, program updates, and other items to clients as needed
• Works with internal departments to ensure cohesiveness and timeliness of service execution
• Manages time effectively to prioritize workload, Client Service requests and service parameters on business process

CLIENT RELATIONSHIP MANAGEMENT

• Collaborates with Supervisor and Client Service Director to increase efficiencies by offering and/or implementing new workflow suggestions
• Provides ongoing support to mentor other Client Service Representatives through training on specific technical tasks, explaining coverage and offering direction to resolving unique client situations

DATA AND PROCESS INTEGRITY

• Consistently 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 execution
• Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments and correspondence
• Achieves desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics and goals

MARKETING STRATEGY AND NEGOTIATING

• Responds to client coverage questions and supports the insured
• Manages 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 review
• Navigates various online rating systems/carrier websites to procure quotes
• Attends carrier meetings to expand and apply technical knowledge

SERVICE PLATFORM IMPLEMENTATION

• Demonstrates 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 gaps
• Works with the client and carrier directly to resolve any coverage questions and executes to completion

PEER RELATIONSHIPS

• Provides feedback and shares information at team meetings
• Participates 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 departments
• Communicates effectively with Account Managers and provides timely and complete information to allow them to effectively manage service execution

SUPERVISOR 

POSITION OBJECTIVE: Supervisors provide additional support and structure to carry out a team’s vision by working closely with the manager or director to execute delivery of service and meet goals. The Supervisor has a primary role that is the same or closely related to the individual or group of team members they manage. The Supervisor role allows for a reduced number of direct reports for managers throughout the company, fostering a more personal and collaborative experience for our employees.

BUILD AN EFFECTIVE TEAM

• Fosters innovative thinking and encourages team members to put forth and participate in new ideas to improve the team and the company
• Fosters working relationships among team members and others that demonstrate our best and brightest characteristics
• Recruits and hires new team members with appropriate skills, experience, traits and competencies by following Assurance’s hiring and interviewing best practices
• Monitors staff workloads and determines appropriate assignment of responsibility
• Communicates with team members through regular meetings following Assurance’s best practices, including information on company updates, team performance, and other information relevant to their roles
• Consistently uses the tools and follows best practices in our manager toolkit

DEVELOP AND MANAGE DIRECT REPORTS

• Executes onboarding process, oversees training and education, and introduces to team members to ensure a smooth transition for new employees; assigns mentors and coordinates on the job learning as necessary
• Conducts regular one-on-one meetings with all direct reports
• Coaches employees by providing methods and resources to finding answers when appropriate
• Follows performance management process with direct reports on schedule, including individualized business and development goals developed in collaboration with each employee; fosters open communication on performance and accountability standards throughout the year
• Leads team members to achieving specific goals and objectives
• Appreciates individual accomplishments by utilizing recognition practices in a personalized way for each employee; share team success broadly and asks others to recognize as appropriate

REQUIRED

• 2+ years of people management experience
• 2+ years of Employee Health and Benefits experience within an insurance brokerage

• Upon hire, Producers License for Life/Health

PREFERRED:

• BS/BA in Business, Insurance or related field

• Intermediate skill level in Microsoft Office Suite

About Marsh McLennan Agency Midwest
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.

A 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 more
• The flexibility to work at home or an office
• A paid day off to volunteer and company-organized volunteer events
• Up to $1,000 per year in matching charitable donations
• Up to $750 per year in wellness rewards
• A company-wide mentality that you can never appreciate your co-workers too much

Who You Are is Who We Are

MMA 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.