Client Service Specialist-1

hyperiongrp; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Howden US Retail is seeking a Client Service Specialist to provide day-to-day client service and account support across the insurance lifecycle, including onboarding, policy servicing, renewals, endorsements, certificates of insurance, audits, and billing support.

You will be part of a collaborative team, deliver exceptional service with attention to detail, and contribute to automation tool development, requirements gathering, and UAT testing to elevate service delivery.

Responsibilities

• Support clients through the policy lifecycle, including onboarding, changes, endorsements, renewals, audits, and account servicing.
• Prepare, review, and process evidence of coverage requests, binders, endorsements, and other insurance documentation.
• Maintain accurate client and policy information within Applied Epic and other agency management systems.
• Respond to client, carrier, and internal stakeholder inquiries in a timely, professional, and customer-focused manner.
• Coordinate with carriers and internal teams to ensure servicing requests are completed accurately and within expected timelines.
• Review documentation for completeness and accuracy, ensuring compliance with internal quality and documentation standards.
• Escalate complex servicing issues, coverage concerns, or process exceptions to the appropriate internal resources.
• Support billing inquiries and assist with carrier and client communications related to policy servicing needs.
• Respond to business and customer requirements with agility, professionalism, and sound judgment while upholding the highest ethical standards in all interactions.

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden.

Why Join Howden US?

At Howden, we're not just building a business- We're rewriting the rules of what a global insurance broker can be. And now, it's your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we've grown into a $4bn revenue powerhouse with bold ambition: to become a $13bn business with 40,000 people by 2030.

We're launching our US retail platform with the same entrepreneurial spirit that's driven our success worldwide- and we're looking for trailblazers to help shape the future.

Why Howden?

You'll Own It

With 6,000 employee shareholders owning 34% of the company , our unique ownership model means you're not just joining a team-you're building a business you truly own.

You'll Be Empowered

We're a destination for talent where people are trusted to look after their clients and grow together. You'll have the freedom to lead, backed by global scale and local expertise.

You'll Be Part of Something Bigger

Our integrated platform spans broking, reinsurance, and MGA capabilities-giving you access to everything you need to deliver for clients and build something remarkable

We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients. Always have, always will.

What is the role?

The Client Service Specialist provides day-to-day client service and account support for Howden US Retail clients. This role supports the end-to-end insurance lifecycle, including onboarding, policy servicing, renewals, endorsements, certificates of insurance, audits, billing support, and account administration activities. This role serves as a key operational contributor within the client service team, helping deliver an exceptional client experience through attention to detail, responsiveness, and strong execution. The Client Service Specialist also brings a forward-thinking mindset to the role, contributing ideas and hands-on support to automation tool development, requirements gathering, and UAT testing that help elevate service delivery and transform the way the team works.

What will you be doing?

Operational Responsibilities

• Support clients throughout the policy lifecycle, including onboarding, policy changes, endorsements, renewals, audits, and account servicing activities.
• Prepare, review, and process evidence of coverage requests, binders, endorsements, and other insurance documentation.
• Maintain accurate client and policy information within Applied Epic and other agency management systems.
• Respond to client, carrier, and internal stakeholder inquiries in a timely, professional, and customer-focused manner.
• Coordinate with carriers and internal teams to ensure servicing requests are completed accurately and within expected timelines.
• Review documentation for completeness and accuracy, ensuring compliance with internal quality and documentation standards.
• Escalate complex servicing issues, coverage concerns, or process exceptions to the appropriate internal resources.
• Support billing inquiries and assist with carrier and client communications related to policy servicing needs.
• Respond to business and customer requirements with agility, professionalism, and sound judgment while upholding the highest ethical standards in all interactions.

Reporting & Projects

• Maintain complete, accurate, and up-to-date records within agency management systems.
• Support reporting, audit preparation, data validation, and account administration activities as required.
• Manage assigned workload and servicing priorities to ensure timely completion of tasks.
• Support assigned initiatives and contribute to process improvement efforts focused on service quality, efficiency, and client experience.
• Participate in testing, training, and adoption of new technologies, workflows, and operational enhancements.
• Bring a forward-thinking mindset to daily work, proactively identifying opportunities where automation and technology can elevate service delivery.
• Contribute to automation tool develop