The Opportunity:

Reporting to the Client Service Team Lead, the mission of the Client Service Manager (CSM) is to consistently provide the highest level of support in the handling of new and renewal business, enabling the Client Executive (CE) to focus on business development resulting in generating new revenue. The CSM will effectively demonstrate the ability to develop, enhance, and solidify client relationships by providing exceptional customer service, maintaining, and expanding accounts, and facilitating relationships in accordance with Hylant standards. The CSM will continue growing and developing their insurance knowledge and professionalism to the highest level possible. This position requires extensive interaction with internal and external clients, with minimal direction and supervision.

Additionally, the CSM acts as a trainer, mentor, and role model in the development of current and new employees in terms of technical education, position responsibilities, work ethic, support for Hylant goals (department and corporate), and level of positive energy.

Are You A Match?

The Client Service Manager will have a bachelor’s degree (or equivalent combination of education and experience) plus six (6) or more years of personal lines agency experience. ACSR, CISR, INS, AAI or equivalent designation is preferred and CPRIA, CPRMA, CIC, CPCU, ARM or CRM Designations are also highly desired. The CSM will have exceptional communication and computer literacy skills with the ability to work well with others in the solution of mutual problems; respects the opinions, abilities and contributions of others.

This role will primarily service Entertainment/Business Management, Family office, High Net Worth clientele so prior or present experience with this client base is highly desired along with familiarity with Private Client markets such as AIG, CHUBB, CINCINNATI, PURE, etc.

In This Role You Will:

• Provide prompt, accurate and thoughtful client service including but not limited to:
  • Bind coverages and order policies
  • Prepares and submits policy change requests to carriers and/or the assigned Client Service Team member, documenting the activity in EPIC
  • Endorsements
  • Manage download activity and exceptions
  • Policy checking
  • Assist with client billing questions, invoice when agency billed, and process client payments
  • Issue certificates or evidence of insurance including interpretations of contract insurance requirements
  • Surplus lines invoicing and filing, including compliance with state requirements and completion of applicable forms
  • Non-payment follow up and cancellations
  • Ensuring policy compliance re: contracts, lease agreements, association by-laws, etc.
  • New client onboarding
  • Initial claims intake and triage
  • Review and summarize losses as required
  • General client inquiries
• Be the day-to-day primary point of contact for clients.
• Maintain accurate and thorough client data
• Monthly (or as needed) expiration list review with Personal Lines Department Leader
• Identify opportunities and advise prospects and current clients to update and enhance his or her coverages
• Facilitate marketing efforts for new business opportunities and current book of business including reviewing, analyzing and summarizing quotes; comparisons; coverage forms and proposal preparation
• Champion renewal and remarket tasks including but not limited to: preparation of applications, negotiations with underwriters, obtaining quotes, creating proposals, monitoring stats, and follows up with client
• Remain current with respect to industry updates, carrier appetites and underwriting capabilities to ensure optimal program placement and pricing negotiations for each client; stays proficient in the use of all carrier systems that relate to the assigned book of business.
• Craft accurate and thorough documents using Microsoft Word, Excel, PowerPoint, etc.
• Assist with preparation with various client presentations and deliverables
• Maintain 95% retention rate
• Monitor relevant monthly reports and provide to others as needed
• Provide backup support for other team members in times of absence
• Other duties as assigned

In This Role You'll Need:

• Accountability - Accepts responsibility for own actions and decisions. Demonstrates commitment to accomplish work in an ethical, efficient and cost-effective manner.
• Adaptability - Adjusts planned work to accommodate an ever-changing environment. Triages multiple demands and competing priorities by gathering relevant information and applying critical thinking skills.
• Attention to Detail - Does not let important details slip through the cracks.
• Client/Quality Focus - Anticipates, monitors and meets the needs of clients, and responds to them in an appropriate manner. Demonstrates a personal commitment to identify clients’ business needs and continually seeks to provide a trusted advisor level of service.
• Coachable – Willing to be corrected and acting positively on that correction to alleviate concern/s moving forward.
• Communication - Successfully conveys information and expresses thoughts, opinions, and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas, thoughts and opinions.
• Organization and Planning - Plans, organizes, schedules and budgets in an efficient, productive manner. Focuses on Key priorities.
• Positive Attitude - Able to remain positive and optimistic regardless of the situation. Avoids worry and breeding negativity.
• Proactive/Takes Initiative - Acts without being told what to do. Brings new and innovative ideas to the company. Identifies what needs to be done and delivers before being asked or the situation requires action.
• Responsive - Responds to internal and external customers in a timely and thorough manner. Does what is necessary to ensure customer satisfaction, prioritizes needs and follows up to evaluate outcomes.

Team Focus - Effectively cooperates with others to achieve common goals. Participates in building a group identity characterized by professionalism, trust and commitment.

Why Hylant?

A multi-year recipient of Best Places to Work in Insurance, Hylant is a full-service insurance brokerage with 20 offices in eight states. And since the founding of our family-owned business over 85 years ago, we made a promise to strengthen and protect the businesses, employees and communities of our client family by embracing them as our own. We’re more than an insurance brokerage firm and you’re more than a client, employee or neighbor. You’re family. And that’s just the way we treat you.

Hylant is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, marital status, sex, age, color, religion, national origin, Veteran status, disability or any other characteristic protected by law. If you have a disability or special need that requires accommodation, please let us know. Hylant participates in E-Verify.