Client Service Manager - Commercial Insurance

Hylant; Cleveland (OH); On-site; USD 65,000 - 95,000; Full time

Job summary

Hylant in Cleveland, OH is seeking a Client Service Manager to oversee the assigned book of business with a focus on client satisfaction and retention. You will coordinate client service needs, drive renewals, and onboard new clients in collaboration with the sales team.

The role requires a Property & Casualty license, strong communication, and a team-oriented approach to deliver cost-effective insurance solutions and grow client relationships.

Qualifications

• Bachelor’s degree in business, insurance, risk management, or similar field of study. Equivalent combination of education and work experience may be considered.
• Three (3) or more years of insurance client service experience.
• Active Property & Casualty License
• Intermediate Microsoft Office skills (Excel, Word, PowerPoint, and Outlook)
• CIC or CRM Designation encouraged
• Excellent attention to detail, oral and written communication skills
• Ability to work well in a team environment.

Responsibilities

• Serve as the lead service contact to clients for assigned book of business, ensuring engagement of the support team and meeting deadlines.
• Manage client renewal process ensuring timely and quality completion.
• Direct onboarding of new clients in collaboration with sales staff, ensuring accurate client files and agency management system information.
• Maintain a 96% or higher client retention ratio and pursue growth opportunities within the book of business.
• Strengthen relationships with clients, carrier partners, vendors, internal teams and other stakeholders.
• Identify risks or gaps in coverage and design cost-effective Property and Casualty solutions.
• Lead Client Engagement Strategy (CES) for assigned clients at a best-practice level.
• Serve as a back-up at all support levels as needed.
• Pursue ongoing insurance knowledge and pursue designations as appropriate.

Skills

Communication skills

Attention to detail

Team player

Client service mindset

Adaptability

Education

Bachelor’s degree in business/insurance/risk management

CIC or CRM designation encouraged

Tools

Microsoft Office

Job description

The Opportunity

Responsible for external support to clients for an assigned book of business, ensuring service levels produce a positive experience for clients resulting in client retention while building long term relationships with our clients. The target book of business for a Client Service Manager is between $750,000 to $1,500,000 in revenue in the mid to large market commercial space.

In This Role You Will Execute On

• Serve as the lead service contact to clients for assigned book of business. This includes oversight of all client service needs and ensuring support team engagement including responsiveness, deadlines and escalation needs.
• Manage client renewal process ensuring all necessary activities are completed and meet appropriate timing and quality standards.
• In collaboration with sales staff, direct onboarding of new clients ensuring client files and agency management system information is thorough and accurate.
• Maintain a 96% or higher client retention ratio while also consistently working to pursue opportunities for growth within the existing book of business.
• Maintain and enhance relationships with clients, carrier partners, vendors, internal teams and other stakeholders to strengthen relationships with the Hylant team and promote long term partnerships.
• Support business growth through account rounding efforts; assess business and human capital to identify risks or gaps in coverage; identify, design, communicate and implement cost effective Property and Casualty solutions to cover risk appropriately. This includes pre-qualifying, reviewing, identifying, and procuring coverages along with focus on gathering business intelligence and managing risk assessment.
• Lead Client Engagement Strategy (CES) for assigned clients providing oversight and driving client engagement at a "best practice" level.
• Serve as a back-up at all support levels as needed.
• Maintain and grow insurance knowledge through education opportunities and pursuit of designation(s) as appropriate.
• Perform other duties and special projects as assigned.

In This Role You Will Need

• Bachelor’s degree business, insurance, risk management, or similar field of study. Equivalent combination of education and work experience may be considered.
• Three (3) or more years of insurance client service experience.
• Active Property & Casualty License
• Intermediate Microsoft Office skills (Excel, Word, PowerPoint, and Outlook)
• CIC or CRM Designation encouraged
• Excellent attention to detail, oral and written communication skills
• Ability to work well in a team environment.

Why Hylant?

Since 1935, Hylant has been a family-owned insurance brokerage built on relationships, trust, and a people-first mindset. We believe great work is rooted in understanding people - our clients, our communities, and each other - and delivering thoughtful solutions that rise above the expected.

Anything But Typical. Everything for You.

isn’t just a message; it’s how we show up. It reflects a culture where people come first, careers are supported with purpose, and going above and beyond is the standard, not the exception. At Hylant, you’re more than an employee, you’re part of a team that treats one another like family and works together to make a meaningful impact.