Client Relationship Associate

Diversified Insurance Industries, Inc.; Cockeysville (MD); Hybrid; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Retirement plan

Paid time off

Hybrid work schedule

Job summary

Diversified Insurance is seeking a Client Relationship Associate (Commercial Lines) in Maryland to deliver exceptional client service, manage insurance documentation, and act as the primary contact for clients.

You'll collaborate with Account Managers to provide customized analyses, concierge services, and renewals while maintaining data integrity and strong client relationships. This role supports a hybrid work schedule and professional growth.

Qualifications

• 2 years of Commercial Lines experience.
• Bachelor's degree preferred.
• Excellent written and verbal communication with a high level of professionalism.
• Ability to work in a fast-paced, collaborative environment while managing multiple priorities.
• Proficiency in Microsoft Office preferred.
• Experience working in EPIC and CSR24 a plus.

Responsibilities

• Provide information and documents to clients as needed according to procedures and standards; handle complex issues escalated from Client Service Representatives.
• Establish and maintain strong relationships with assigned clients and assist CRMs with retention strategies.
• Contribute to renewal marketing strategy by obtaining information as requested.
• Maintain an outstanding level of data integrity in Epic.
• Provide tailored, personalized consultation to clients; assist with complicated accounting issues, process audits and analyze/send results to clients, access and navigate carrier websites, and verify coverage for third parties.
• Follow DII procedures and workflows.
• Exercise discretion and judgement in prioritizing workload.
• Handle new business, renewals, invoices, endorsements, certificates, and ratings.

Skills

Client service

Communication

Multitasking

Teamwork

Interpersonal skills

Education

Bachelor’s degree (preferred)

Tools

Microsoft Office

EPIC

CSR24

Job description

FLSA STATUS: Non-exempt

Join a Top Workplace and Make an Impact!

Diversified Insurance, a top workplace in 2023 and 2024, and a leader in innovative insurance solutions, is seeking a Client Relationship Associate (Commercial Lines) to join our award-winning team.

This role is essential in fostering exceptional client service by accurately managing insurance documentation, coordinating account activities, and serving as a reliable point of contact.

We believe that great companies are built by great people, and our CRA plays a key role in fostering an engaging, supportive, and high‑performing work environment that reflects our core values of teamwork, integrity, positive attitude, pursuit of excellence, servant spirit, and empathy.

Position Overview

The client relationship associate works closely with the Account Managers and other members of the team to deliver outstanding service and develop relationships with clients primarily through the provision of customized and standardized analysis reports, concierge services, and attentiveness. In this role, excellent customer care skills are key to success. As a primary point of contact for clients, strong interpersonal and customer service skills are essential.

Role Mission

This role supports exceptional client service by accurately managing insurance documentation, coordinating account activities, and serving as a reliable point of contact. It upholds operational standards and reflects DII’s values through efficient, responsive, and detail‑oriented service.

Duties & Responsibilities

• Providing information and documents to clients as needed according to procedures and standards; and handling complex issues escalated from Client Service Representatives.
• Establish and maintain strong relationships with assigned clients and assist CRMs with retention strategies.
• Contribute to renewal marketing strategy by obtaining information as requested.
• Maintain an outstanding level of data integrity in Epic.
• Provide tailored, personalized consultation to clients; assist with complicated accounting issues, process audits and analyze/send the results to clients, access and navigate carrier websites, and verify coverage for third parties.
• Follow DII procedures and workflows.
• Exercise discretion and judgement in prioritizing workload.
• Handle new business, renewals, invoices, endorsements, certificates, and ratings.

Key Accountabilities

• Maintain the integrity of the renewal timeline with the client and carrier.
• Audits and Audit disputes.
• Overseeing the Preparation of renewal processes, Billing, Certificates, Updating Schedules all prior to the renewal date.
• Assist with the marketing for new and renewal business.
• Maintain the process, procedure, and data integrity.

Qualifications

• Bachelor’s degree from accredited college or university preferred.
• 2 years of Commercial Lines experience.
• Excellent written and verbal communication skills with a high level of professionalism.
• Ability to work in a fast‑paced, collaborative environment while managing multiple priorities.
• Proficiency in Microsoft Office preferred.
• Experience working in EPIC and CSR24 a plus.

Physical Requirements

• Ability to sit for an extended period at a desk.
• Must be able to read screens, documents, and participate in conversations or phone calls with or without assistive devices.
• Handling documents, laptops, or office supplies. (typically, up to 10-25 lbs.)
• Will need to engage with colleagues, clients, or stakeholders.

License Requirement

• Maryland Property & Casualty license

Who We Are

• A multi-generational, independent insurance agency, founded in 1969.
• We advise others how to best reduce uncertainty.
• We are laser focused on creating an environment where our people can become the best versions of themselves. We look for people who live our core values, knowing that they will create an enduring impact to others in their chosen roles.
• Our purpose is to protect what matters and to serve. We do so with client friendly tools, technology, and our client‑first service approach.

Our Core Values

• Teamwork – We value selflessness. We put team before me.
• Integrity – We believe there should be a 1:1 relationship between promises made and promises kept - this is the foundation of personal integrity. When we keep our personal integrity intact, we know the corporate integrity is in great shape.
• Pursuit of Excellence – We believe in creating a WOW factor for our clients. Good service is hard to find, so excellence is a point of distinction. It's hard enough to get what you expect, so we look to deliver a bit more, especially proactively.
• Positive Attitude – A little energy goes a long way. We believe in expressing our positivity through gratitude. In fact, we think BIG – Begin in Gratitude. We are not only thankful for our blessings, but we are also thankful for our challenges. Without them, we would have little opportunity to shine.
• Serving Spirit – We are at our best when we are in service to others. It is very easy to make a promise – what is important is to keep the ones we make. When the phone rings or an e‑mail is received, we know that at that moment, our clients have a priority issue and expect a prompt response.
• Empathy – We look at the world through the perspective of another, we can understand and connect at a deeper, more valuable level.

Why Join Diversified Insurance?

• Be part of a company that values its team members and invests in their success.
• Work in a highly collaborative culture that supports professional growth.
• Engage with a dynamic team dedicated to delivering excellence.
• Enjoy a competitive salary, comprehensive benefits package, and career development opportunities.
• DII takes work-life balance seriously, so we offer paid time off, a 35‑hour workweek, weekends off, and the ability to choose a hybrid work schedule following a review after the first 90 days.

Benefits

• Health, Dental, Vision insurance
• Retirement plan
• Paid time off

If you are a proactive Commercial Lines CRA professional who thrives in a fast‑paced environment and is passionate about both people and process, we would love to hear from you! Apply now to become a part of the Diversified Insurance team.

Diversified Insurance is an equal opportunity employer committed to creating an inclusive environment for all team members.