Customer Service Senior Specialist

Marsh McLennan; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

Guy Carpenter in New York is seeking a detailed Customer Service professional to independently manage and resolve complex client inquiries across calls, emails, and the internet. This hybrid role requires at least three days in the office weekly.

You will apply your reinsurance knowledge, research skills, and analytical judgment to support client strategy planning and guide junior colleagues through expert responses.

Qualifications

• Prior experience in reinsurance is required.
• Strong client service and problem-solving skills with the ability to handle complex inquiries independently.
• Demonstrated ability to conduct research, analyze information, and develop practical recommendations.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with internal teams and support junior colleagues.

Responsibilities

• Independently review, research, and respond to complex inbound calls, emails, and internet inquiries from external clients requiring in-depth knowledge of client products and services.
• Conduct extensive research and leverage outside sources to address inquiries and resolve issues that cannot be answered through internal resources and existing client knowledge.
• Perform advanced analyses to assess client customer service needs and develop actionable insights that support client strategy planning.
• Develop client strategy plans and collaborate with team members as needed to refine and improve those plans.
• Provide guidance and mentorship to junior customer service representatives by sharing expertise, recommending responses, and supporting resolution of client issues.

Skills

Client service

Problem solving

Research & analysis

Communication skills

Team collaboration

Job description

Company:

Guy Carpenter

Description:

We are seeking a talented individual to join our Customer Service team at Marsh Re. This role will be based in New York. This is a hybrid role that has a requirement of working at least three days a week in the office.

In this role, you will independently manage and resolve complex client inquiries across calls, emails, and internet requests. You will use your reinsurance knowledge, research skills, and analytical judgment to provide accurate, timely service and support client strategy planning. You will also help guide junior colleagues by sharing expertise and recommending effective responses.

We will count on you to:

• Independently review, research, and respond to complex inbound calls, emails, and internet inquiries from external clients requiring in-depth knowledge of client products and services.
• Conduct extensive research and leverage outside sources to address inquiries and resolve issues that cannot be answered through internal resources and existing client knowledge.
• Perform advanced analyses to assess client customer service needs and develop actionable insights that support client strategy planning.
• Develop client strategy plans and collaborate with team members as needed to refine and improve those plans.
• Provide guidance and mentorship to junior customer service representatives by sharing expertise, recommending responses, and supporting resolution of client issues.

What you need to have:

• Prior experience in reinsurance is required.
• Strong client service and problem-solving skills with the ability to handle complex inquiries independently.
• Demonstrated ability to conduct research, analyze information, and develop practical recommendations.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with internal teams and support junior colleagues.

What makes you stand out:

• Experience supporting reinsurance clients in a high-volume, fast-paced service environment.
• Proven ability to translate complex information into clear, client-ready responses.
• Experience mentoring or coaching junior team members.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [e-mail].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.