What are the responsibilities and job description for the Client Service Manager position at Hylant?
The Opportunity
The Client Service Manager is responsible for external support to clients for an assigned book of business, ensuring service levels produce a positive experience for clients resulting in client retention while building long term relationships with our clients.
In This Role You Will Execute On
Since 1935, Hylant has been a family‑owned insurance brokerage built on relationships, trust, and a people‑first mindset. We believe great work is rooted in understanding people — our clients, our communities, and each other — and delivering thoughtful solutions that rise above the expected.
Anything But Typical. Everything for You. isn’t just a message; it’s how we show up. It reflects a culture where people come first, careers are supported with purpose, and going above and beyond is the standard, not the exception. At Hylant, you’re more than an employee, you’re part of a team that treats one another like family and works together to make a meaningful impact.
The Client Service Manager is responsible for external support to clients for an assigned book of business, ensuring service levels produce a positive experience for clients resulting in client retention while building long term relationships with our clients.
In This Role You Will Execute On
- Serve as the lead service contact to clients for assigned book of business. This includes oversight of all client service needs and ensuring support team engagement including responsiveness, deadlines and escalation needs.
- Manage client renewal process ensuring all necessary activities are completed and meet appropriate timing and quality standards.
- In collaboration with sales staff, direct onboarding of new clients ensuring client files and agency management system information is thorough and accurate.
- Maintain a 96% or higher client retention ratio while also consistently working to pursue opportunities for growth within the existing book of business.
- Maintain and enhance relationships with clients, carrier partners, vendors, internal teams and other stakeholders to strengthen relationships with the Hylant team and promote long term partnerships.
- Support business growth through account rounding efforts; assess business and human capital to identify risks or gaps in coverage; identify, design, communicate and implement cost effective Property and Casualty solutions to cover risk appropriately. This includes pre-qualifying, reviewing, identifying, and procuring coverages along with focus on gathering business intelligence and managing risk assessment.
- Lead Client Engagement Strategy (CES) for assigned clients providing oversight and driving client engagement at a "best practice" level.
- Serve as a back-up at all support levels as needed.
- Maintain and grow insurance knowledge through education opportunities and pursuit of designation(s) as appropriate.
- Perform other duties and special projects as assigned.
- Bachelor's degree business, insurance, risk management, or similar field of study. Equivalent combination of education and work experience may be considered.
- Three (3) or more years of insurance client service experience.
- Active Property & Casualty License
- Intermediate Microsoft Office skills (Excel, Word, PowerPoint, and Outlook)
- CIC or CRM Designation encouraged
- Excellent attention to detail, oral and written communication skills
- Ability to work well in a team environment.
Since 1935, Hylant has been a family‑owned insurance brokerage built on relationships, trust, and a people‑first mindset. We believe great work is rooted in understanding people — our clients, our communities, and each other — and delivering thoughtful solutions that rise above the expected.
Anything But Typical. Everything for You. isn’t just a message; it’s how we show up. It reflects a culture where people come first, careers are supported with purpose, and going above and beyond is the standard, not the exception. At Hylant, you’re more than an employee, you’re part of a team that treats one another like family and works together to make a meaningful impact.