What are the responsibilities and job description for the Client Relationship Manager position at Diversified Insurance Industries, Inc.?
JOB TITLE: Client Relationship Manager
DEPARTMENT: Commercial Lines
GENERAL DESCRIPTION
The Client Relationship Manager is responsible for developing relationships with clients through the provision of customized and standardized analysis reports, concierge services and attentiveness. Acting as a professional point of contact for clients, this position is key in the retention of all assigned accounts.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Establish and retain strong relationships with assigned clients and assume a strategic-point-of-contact responsibility for client service needs and retention.
- In collaboration with producers and client executives, prepare and deliver annual client stewardship reports, mid-year and pre-renewal presentations, financial analyses, funding arrangement reviews, and monthly and/or quarterly loss experience reports as applicable.
- Contribute to renewal marketing strategy, obtain information as requested by marketing team members, present quotes and proposals to clients.
- Prepare policies for delivery to clients ensuring the final presentation is polished and comprehensive in scope; explain coverage.
- In collaboration with producers and client executives, create and execute a schedule for mid-term touchpoint calls with assigned clients.
- Make off-cycle touchpoint calls to clients to follow up on claims, account changes, etc. to ensure clients benefit from our relationship beyond transactional service activities.
- Ensure aged accounts receivable are cleared by 60 days.
- On behalf of the client, coordinate internal and external resources including producer involvement, risk management, technology, claims, and loss control.
- Attend client meetings as needed.
- With producers, client executives and independently conduct periodic coverage reviews with clients.
- Develop strategy and special handling instructions with DII claims representatives, carrier, vendor or TPA regarding claims on client needs and expectations as warranted.
- Follow DII procedures and workflows.
- Exercise discretion and judgment in prioritizing workload.
KNOWLEDGE REQUIREMENTS
- Strong commercial lines technical and market knowledge with complete understanding of a broad range of coverage and risk alternatives
- Understanding of insurance industry and its various components including market forces, regulatory bodies, carriers, intermediaries, brokers and agents
- Ethical and effective business practices
SKILL REQUIREMENTS
- Computer
- MS Office
- Internet navigation and use of websites
- Navigation of agency management systems
- Client Management
- Relationship Management
- Time Management
- Presentation
- Communication
- Insurance Arithmetic
UNITED BY VALUES
Accept the responsibility of a professional career by reflecting DII’s core values.
- Integrity – doing what we say we will do maintains our personal integrity and consequentially the integrity of our team.
- Teamwork – showing up on time and being fully prepared to support our team.
- Servant Spirit – finishing what we start. A person coming to us in a time of need and getting them what they, when they want it, reflects our servant spirit.
- Pursuit of Excellence - giving people more than expected. People of excellence exceed expectations.
- Positive Attitude – showing gratitude reflects a positive perspective on life.
- Empathy – Be curious, not judgmental; understand the backpack.
ABILITY REQUIREMENTS
- Gain mastery of Applied Epic
- Service orientation
- Analytical, organized, timely, efficient
- Attention to detail and follow through
- Work independently and on a team, lead and follow
- Sense of urgency, grace under pressure, adapt pace
- Work ethic, responsible, reliable, integrity
LICENSE REQUIREMENTS
- Maryland Property & Casualty license
