Client Experience Manager

The Client Experience Manager (CEM) plays a vital role in ensuring a supportive, responsive and transparent experience for clients throughout the policy term. This client‑facing position focuses on day‑to‑day servicing. Working alongside Client Relations Managers (CRMs), the CEM helps uphold strong client relationships by processing requests with speed and accuracy while maintaining clear communication and attention to detail. Success in this role requires working methodically and efficiently, leveraging technology, and collaborating closely with internal teams. The ideal candidate brings strong organizational skills, service expertise, and a commitment to delivering an exceptional client experience. KEY RESPONSIBILITIES Serve as point of contact for clients throughout policy period. Collaborate with producers and internal team members to foster cohesive client experience. Ensure all servicing items are addressed with accuracy and urgency. Process policy changes, endorsements, cancellations and reinstatements. Produce and issue COIs, EOIs, Auto ID cards and other client documentation. Coordinate with underwriters and carriers to secure approval for changes and mid‑term updates. Assist with audits, billing questions and other client inquiries. Provide clients with updated policy information and documentation through the policy term. Maintain accurate client data and documentation within company platforms. QUALIFICATIONS Active P&C insurance license (or willingness to obtain within 30 days of hire). 1-3 years of experience in commercial insurance. Strong understanding of insurance documents and policies. Proficiency with agency management systems (preferred experience with AMS360 and Agency Zoom). Exceptional attention to detail with the ability to process tasks quickly, accurately and independently. Professional, confident and concise written and verbal communication skills. Ability to manage multiple priorities in a fast‑paced environment. IDEAL CANDIDATE Thrives in a service‑first environment where responsiveness and accuracy drive client satisfaction. Balances empathy and precision – ensuring clients feel both cared for and wellinformed. Embraces technology and process improvements to enhance efficiency and consistency. Committed to contributing to a culture of excellence. BENEFITS Remote / Hybrid work available Health, Vision, Dental and Gap insurance Complementary life insurance policy Complementary short‑term and long‑term disability policies #J-18808-Ljbffr