Client Relationship Manager

JOB TITLE: Client Relationship ManagerDEPARTMENT: Commercial LinesREPORTS TO: DII 2.0 Commercial Lines ManagerFLSA STATUS: ExemptPOSITION OVERVIEW: Builds and maintains strong client relationships by delivering both customized and standardized analysis reports, concierge-level service, and attentive support. As a primary professional liaison, this role plays a critical part in client satisfaction and the retention of assigned accounts.ROLE MISSION:This role cultivates enduring partnerships with clients by delivering proactive, personalized service and strategic insights that go beyond transactional support; serving as the trusted advisor and central point of contact for assigned accounts—ensuring client needs are anticipated, expectations exceeded, and loyalty earned.DUTIES & RESPONSIBILITIES:Serve as the primary strategic point of contact for assigned clients, fostering strong, long-term relationships and ensuring high levels of satisfaction and retention.Collaborate with producers and client executives to prepare and present key client deliverables, including:Annual stewardship reportsMid-year and pre-renewal presentationsFinancial and funding arrangement analysesMonthly or quarterly loss experience reports (as applicable)Support the renewal marketing process by gathering necessary information, contributing to strategy, and presenting quotes and proposals to clients.Ensure timely and professional delivery of policy documents, providing clear explanations of coverage and ensuring all materials are accurate and comprehensive.Develop and maintain a proactive communication schedule with clients, including mid-term and off-cycle touchpoints to address claims, account changes, and other service needs.Monitor and manage accounts receivable, ensuring outstanding balances are resolved within 30 days.Coordinate internal and external resources on behalf of clients, including producers, risk management, technology, claims, and loss control teams.Participate in client meetings and coverage reviews, both independently and in partnership with producers and client executives.Collaborate with DII claims representatives, carriers, vendors, or TPAs to develop claims strategies and special handling instructions tailored to client needs.Adhere to DII procedures, workflows, and compliance standards.Exercise sound judgment and discretion in managing priorities and workload in a dynamic, client-focused environment.Verify coverage for third parties, including OCIP’s and Insurance Cost Worksheets. Provide copies of documents when requested in accordance with privacy rules.Assist with insurance requirements review as escalated from CSR. Provide consultation to clients regarding insurance program deficiencies.Assist with complicated accounting issues including payments, financing, cancellation/reinstatement, premium and commission discrepancies, and issues as escalated from CSRs.Assist with holding team members accountable, reinforcing the importance of meeting expectations and adhering to standards.KEY ACCOUNTABILITIES:Leadership, Management, AccountabilityRenewal process must be completed on or before an effective date. The goal is to renew >92%.No accounts receivable over 30 days.Integrity Management-responsible for the process, procedures and data integrity of the team.Proposals should be done 2 weeks in advance of the renewal date.CORE VALUESAccept the responsibility of a professional career by reflecting DII’s core values.Integrity - Doing what we say we will do maintains our personal integrity and consequentially the integrity of our team.Teamwork - Showing up on time and being fully prepared to support our team.Servant Spirit - Finishing what we start. A person coming to us in a time of need and getting them what they want, when they want it, reflects our servant spirit.Pursuit of Excellence - Giving people more than expected. People of excellence exceed expectations.Positive Attitude - Showing gratitude reflects a positive perspective on life.Empathy - Be curious, not judgmental. Understand the backpack.KNOWLEDGE REQUIREMENTS:Deep expertise in commercial lines insurance, with comprehensive knowledge of diverse coverage options and risk management strategies.Thorough understanding of the insurance industry ecosystem, including market dynamics, regulatory frameworks, carriers, intermediaries, brokers, and agents.Commitment to ethical, result-driven business practices, ensuring integrity and effectiveness in all professional interactions.SKILL REQUIREMENTS:Proficient in computer operations and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)Skilled in internet and website navigation.Experienced in using agency management systems.Strong client and relationship management abilities.Excellent time management skills.Confident in delivering presentations.Clear and effective verbal and written communication skills.Solid grasp of insurance-related arithmetic.ABILITY REQUIREMENTS:Develop expert-level proficiency in Applied Epic.Demonstrate a strong service-oriented mindset, focused on client satisfaction and support.Exhibit analytical thinking, with a highly organized, timely, and efficient approach to tasks.Maintain exceptional attention to detail and ensure consistent follow-through on responsibilities.Thrive in both independent and collaborative environments, with the ability to lead or support as needed.Operate with a strong sense of urgency, remaining composed and adaptable under pressure.Uphold a solid work ethic, characterized by responsibility, reliability, and integrity.PHYSICAL REQUIREMENTS:Ability to sit for an extended period at a desk.Must be able to read screens, documents, and participate in conversations or phone calls with or without assistive devices.Handling documents, laptops, or office supplies. (typically, up to 10-25 lbs.)Will need to engage with colleagues, clients, or stakeholders.LICENSE REQUIREMENTS:Maryland Property & Casualty license.Note: This job description does not constitute a contract. Employment remains at-will. #J-18808-Ljbffr