What are the responsibilities and job description for the Client Advocate- Middle Market position at Christensen Group Insurance?
Essential Duties and Responsibilities
Account Management
Provide day-to-day client management and servicing for Middle Market accounts, as well as some Small Business Accounts as needed.
Support team in handling of calls / emails and investigates questions and concerns from insured (Billing, Change Requests, Certificates, Auto ID Cards, Basic Policy questions).
Process incoming mail (postal, email and / or faxes) for the team and distribute to team
Process cancellation notices / non-payment issues; Advise Client Manager / Account Executive to handle
Review policies, send change request to companies, update schedules and applications, and prepare for policy delivery
Deliver policies as directed by Producer / Client Manager / Account Executive
Request and prepare policy endorsements
Issue certificates of insurance and deliver Special Handling Certificates to Client Manager / Account Executive
Process client monthly reports
Process premium audits and deliver disputed audits to Client Manager / Account Executive
Follow agency procedures for EPIC (client management system).
Perform other duties as assigned.
New / Renewal Marketing
Contribute to agency revenue and retention goals by following established Commercial Lines policies and procedures
Review expiration checklist and manage workflow per Commercial Lines Service Standards
Work with team to coordinate market ready submissions including specialty applications
Review and roll renewal submissions or create Acord applications as directed by team
Complete online rating with carriers as required for coverage placement as directed by team
Prepare finance agreements with finance companies
Review and issue renewal certificates, automobile identification cards, binders, claim reporting forms, invoices to distribute to clients.
Other Duties and Responsibilities
Maintain culture of employee ownership - contribute time and support to agency / carrier events or activities that strengthen our culture
Create and maintain a positive work environment
Accept special assignments as directed by Department Managers
Support agency directives in effectively managing agency / carrier relationships
Work openly and constructively with team members to reinforce the importance of delivering an efficient, effective and high-quality work product
Represent Christensen Group in the greatest professional and ethical manner possible
Provide the ultimate customer experience within the boundaries of the organization's capabilities
Demonstrate general knowledge of agency carriers, carrier / broker marketplace and underwriting in order to coordinate with insurance companies to address client issues and solve client problems
Keep management informed of known actions, written or verbal that may affect the ability to successfully perform assignments or adversely affect the Company operations
Contribute to creating a safe and fun learning environment
Commit to continued education to grow skills and knowledge
Requirements
At least 3 years of Business Insurance customer service experience (required).
Ability to service a business insurance book of business with little to no guidance (required).
Ability to work in a team setting (required).
Microsoft Office experience, specifically Word and Excel (required).
Detail-oriented (required).
Ability to organize and prioritize work responsibilities (required).
Excellent communication skills - verbal and written (required).
Active Resident Property and Casualty insurance license (required).
Epic experience (preferred).
Ability to navigate insurance carrier websites (preferred).
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