JOB TITLE: Client Manager

REPORTS TO: Team Manager or Operations Support Supervisor

EXEMPT/NON: Exempt

DIVISION: Horton Risk Advisory Services

GENERAL DESCRIPTION – Summary

The Client Manager is responsible for the daily servicing of a book of business on assigned accounts with direct accountability for client satisfaction and retention. Responsibilities include client and carrier relationship management, policy related service, accounts receivable management and file management. The Client Manager role requires the coordination of multiple tasks across teams and functional roles to meet various deadlines and quality standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

· Coordinate the servicing of a book of business with all internal and external stakeholders, demonstrating an advanced level of knowledge of all commercial lines of insurance

· Monitor and address aged accounts receivable with clients

· Communicate and develop relationships with clients to ensure their satisfaction with services provided. Escalate complaints and concerns to appropriate stakeholders

· Visit clients as necessary to review policies, audits, loss run analyses and experience mods/projections. Oversee service commitments to ensure compliance by colleagues

· Collect renewal information from clients as needed

· Coordinate value added services provided by Horton to clients

· Manage carrier relationships on behalf of clients to ensure the accurate and timely issuance of policies and endorsements as agreed upon

· Review Policy Insight final document and request any necessary changes and or endorsements. Prepare policy documents and other documents, such as client commitment (CSRV) Bound coverages document, summary of insurance for delivery to clients as per client deliverable procedures. .

· Verify, dispute and process audit endorsements in a timely manner. Perform detailed audit reviews and present to clients

· Audit and update agency management systems to ensure all required entries are made and documentation is created and correctly filed in accordance with established timetables, naming conventions and procedures

· Act as back up for other Client Managers

· Mentor and assist in employee development of team members

· Manage surplus lines and other special procedures to ensure compliance with state regulations.

· Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

· Property and Casualty license must be obtained within 75 days of New Hire Onboarding.

· Commitment to advancing your insurance knowledge via training and obtaining approved industry designation

• At least five years of similar experience
• Must have strong commercial lines technical knowledge
• Must understand all forms of coverage and risk alternatives
• Highly proficient with Microsoft Word and Excel
• Applied Systems agency management experience preferred
• Extremely organized
• Sense of urgency and works well under pressure
• Analytical and technical orientation
• Strong attention to detail and follow through
• Self-confident
• Ability to communicate well

BEHAVIOR STANDARD

Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management. All employees are expected to behave in a manner consistent with the corporate values of Driven, Excellent and Together.

WORKING CONDITIONS

Fast-paced, multi-tasking environment requiring tolerance for schedule change and disruption with potential for travel.

JOB PERFORMANCE STANDARDS

The job description is intended to describe the essential responsibilities The Horton Group requires. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the essential functions.

PHYSICAL REQUIREMENTS

Ability to:

· Perform work on a computer for extended periods of time

· Sit/stand for extended periods of time in work area

· Grasp objects using your fingers (fine motor skills)

· Communicate and speak in a clear, concise and professional manner both in person and on the telephone.

· Travel by air or ground transportation as required in performing job duties.

· Be able to lift and carry objects that weigh a minimum of 40 pounds

Nothing in this job description or in any other written documents or forms maintained by The Horton Group, creates, or may be deemed to create, an employment contract between The Horton Group and any of its employees.

The Horton Group reserves the right to revise the contents of this job description, at any time, without prior notice to its employees.

This job description supersedes any previous oral or written job descriptions.