Client Manager, Commercial Insurance

Navacord; Edmonton; On-site; CAD 65,000 - 95,000; Full time

Job summary

Navacord in Canada is seeking a Client Manager to serve a book of business, provide expert client service, and support producers in growth and retention. The role includes input of new business, marketing documents, and various admin duties to boost team effectiveness.

As an Operator, you will be patient, conscientious, and cooperative, with a focus on diplomacy, business acumen, and delivering superior client experiences across commercial insurance.

Qualifications

• Level II license or equivalent and relevant industry experience.
• Post-secondary education or certificates in insurance (CIP, CRM, CAIB or working toward).
• Solid mentorship and teaming capability; ability to lead and motivate.
• Diplomacy and business acumen focused on client service and the overall client experience.
• Strong analysis, problem solving, critical thinking, decision making, teamwork, communication, innovation, and adaptability.
• Advanced skills in Microsoft Office Suite and EPIC.

Responsibilities

• Lead by example, drive relationships with exceptional customer service.
• Actively engage in supporting the growth of the company.
• Build rapport and relationships through internal mentorship and external client relations.
• Oversee and mentor Client Managers, Client Associates, and Client Coordinators; support their development.
• Delegate, develop, and coach team to meet timelines.
• Determine customer needs, negotiate coverages and terms, respond to inquiries, and process transactions.
• Review client coverage, loss experience, and risk; collaborate with Senior Advisors.
• Ensure EPIC workflows are followed and forms updated; ensure accurate servicing and billing.
• Other duties as required.

Skills

Client relationship management

Mentorship

Team leadership

Customer service

Communication

Problem solving

Critical thinking

Decision making

Teamwork

Adaptability

Microsoft Office

EPIC

Education

Level II license or equivalent

Post-secondary education

Certificates in insurance (CIP/CRM/CAIB)

Working towards professional designations

Tools

EPIC Broker Management System

Microsoft Office Suite

Job description

The Client Manager is an expert advisor responsible for managing a book of business, servicing clients in a courteous and professional manner, and assisting the producer in obtaining, maintaining, and expanding business. In addition, the Client Manager is responsible for the input of new business and marketing documents as well as other administrative duties as required to enhance the team’s overall effectiveness.

As a Client Manager, you are an Operator, patient, conscientious, relaxed and cooperative team worker. You are;

• Affable, approachable, accommodating, and detail-oriented
• Highly tolerant for systematic work
• Respectful and accepting of others’ decisions.

WHAT YOU’LL DO:

• Most importantly, you will lead by example, live our values, and drive business relationships for the company by providing exceptional customer service;
• Actively engaged in supporting the growth of the company;
• A key emphasis on building rapport and relationships through internal team mentorship and through external client relations;
• Overseeing and mentoring Client Managers, Client Associates, and Client Coordinators including helping their career development by supporting them to attend client meetings as appropriate;
• Delegate, develop, and coach the team to ensure timelines are being met;
• Determine customer needs, negotiate coverages and terms, respond to complaints and inquiries, and process transactions;
• Continue to review the client’s current coverage and exposures, loss experience and analyze risk to determine the product/service requirements in collaboration with the Senior Advisors;
• Ensure EPIC workflows are followed including maintaining and updating custom forms;
• Ensure accurate and timely servicing and billing of accounts; and
• Other duties as required.

WHAT WE REQUIRE:

• Demonstrated breadth across commercial insurance and depth with policy wordings and coverages within key industry sectors;
• Level II license or equivalent and relevant industry experience required; preferred an academic background consisting of post secondary education, certificates, industry programs, such as CIP, CRM and CAIB or working towards;
• Solid mentorship skills and teaming capability; the ability to lead and motivate, delegate, and rally colleagues;
• A well-defined sense of diplomacy and business acumen with a focus on customer service and the overall client experience;
• Skill in analysis, problem solving, critical thinking, decision making, teamwork, communication, innovation, and adaptability;
• Advanced skills in Microsoft Office Suite and internal Broker Management Systems (EPIC).