Senior Client Manager

SENIOR CLIENT MANAGER - CONSTRUCTION COMMERCIAL LINES OF INSURANCE LOCATION: The role can located out of our Newport Beach, Ontario, Fresno or Los Angeles, CA office with a hybrid work schedule; in office 2x a week. SUMMARY: The Senior Client Manager within our Construction practice works with and supports Producers, Client Executives, and account team to manage client service delivery throughout the insurance renewal and policy period on an assigned book of business. The role is client facing and team focused, using professional skills in commercial property and casualty insurance to enhance and expand client relationships. ESSENTIAL DUTIES AND RESPONSIBILITIES Overall Ongoing Service Duties Include: Ensure timely and consistent review of expiration list. Process applications, policies, endorsements, binders/notice of elections, certificates, auto ID cards, audit requests/review, and other items related to the servicing of clients during non-renewal periods. Research and compile answers to client’s policy, coverage, exclusions and related questions, incorporating support from other team members as needed. Assist broader service team and broking team in servicing clients. Provide support to Producers/Client Advocate and, if applicable, Client Executives, including preparing presentations and proposals, and participation in meetings with prospective clients as part of team. Prepare invoicing and client allocations directly with EPIC Accounting. Resolve client billing issues with support from team members as appropriate. Provide standard office/administrative support as needed. Maintain Agency Management Systems and Share Drive files in real time. Establish and maintain open items lists with internal and external clients to ensure all deliverables are proactively managed. Prepare schedules of insurance, summaries of insurance, and coverage illustrations. Consistently establish and maintain high levels of trust and confidence with clients by promptly responding and resolving client questions and issues. Meet all quality and timeliness standards in the Agency Management Systems while properly documenting all activity. Oversee APR report for all assigned accounts, engaging Producer/Client Advocate, Client Executive as needed. Access/manage third party certificate sites and carrier websites. Other duties may be assigned. Renewal Process Upon review of expiration list and in conjunction with Producer/CA/CE, schedule internal strategy meeting. Document meeting and subsequent next steps with internal team. Support Producer/CA/CE with external strategy presentation and materials. Prepare and review current program and expiring exposures for information gathering process with client. Request updated exposures from client and coordinate client responses with multiple client contacts as required. Request loss runs and compile loss summaries for renewals and on ad-hoc basis as required. Support submission process as required by assigned accounts. Coordinate proposal process in conjunction with Producer/CA/CE as required by assigned accounts. Manage policy checking process, including carrier corrections as needed, and policy delivery to clients within established timeframe. Manage the certificates of insurance, auto ID cards, and posting notices renewal process with clients to ensure timely and accurate issuance/distribution. Coordinate binding and post-binding processes, including order to bind, confirmation of coverage, evidence of coverage, etc. Obtain premium financing options, invoice the renewal and premium allocations. Other duties may be assigned. SUPERVISORY RESPONSIBILITIES May supervise Assistant Client Manager/Client Manager position(s). KEY COMPETENCIES Full knowledge of Property Casualty lines of coverage and services, including knowledge of insurance renewal end-to-end process. Ability to understand coverage questions. Recognize problems and respond appropriately. Able to analyze situations logically to draw solid conclusions. Strong attention to detail and time management abilities. Ability to handle highly sensitive and confidential information. Customer service oriented. Enthusiasm and zest for continual learning. Strong ability to multi-task and assign priority. Ability to work effectively and efficiently both with and without direct supervision. Ability to work effectively and efficiently in a team environment as well as independently. Strong interpersonal communication skills, both written and oral. Working knowledge of Microsoft Office suite of programs including Word, Excel, Outlook, etc. Must have a high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires teamwork, demonstrated poise, tact, and diplomacy. EDUCATION and/or EXPERIENCE High school diploma or G.E.D. equivalent required. College degree preferred. 5+ years of commercial property and casualty insurance experience in a client facing role coming from an insurance Broker. 3+ years of Construction commercial account management experience. Insurance industry designations preferred but not required. CERTIFICATES, LICENSES, REGISTRATIONS Property and Casualty Broker License Valid Driver License 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 accommodation 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 move around, sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. WORK ENVIRONMENT and ENVIRONMENTAL CONDITIONS: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk. OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. BENEFITS Generous Paid Time off Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave Generous employee referral bonus program of $1,500 per hired referral Employee recognition programs for demonstrating EPIC's values plus additional employee recognition awards and programs (and trips!) Employee Resource Groups: Women' Coalition, EPIC Veterans Group Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients. 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