Hybrid Client Retention & Insights Specialist

Marsh; Morristown (NJ); Ibrido; USD 68.000 - 145.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Tuition assistance

401K savings

Employee assistance programs

Descrizione del lavoro

Marsh is seeking a skilled professional to join our BCS Client Retention team, driving proactive engagement strategies to strengthen client relationships and protect revenue. The role emphasizes data-driven decision making, dashboard stewardship, and collaboration with client-facing colleagues and internal stakeholders.

You will maintain dashboards, manage risk registers, and coordinate escalation solutions while ensuring data quality and actionable insights.

Competenze

• Bachelor’s degree or equivalent professional experience.
• 3–5+ years in operations, client service enablement, service management, analytics, or related insurance/brokerage environment (or equivalent transferable experience).
• Demonstrated ability to work with operational datasets and dashboards; strong attention to detail and documentation discipline.
• Comfort supporting client-facing meeting preparation and follow-up documentation in partnership with client executives.
• Strong coordination and stakeholder management skills in a matrixed environment.
• Preferred: experience with workflow/service management platforms, reporting tools, and process improvement methods.

Mansioni

• Maintain the retention dashboard and scoring methodology inputs; ensure data quality and consistent definitions across teams.
• Maintain the at-risk register (risk rating, drivers, revenue exposure, renewal date, action status) and prepare weekly/monthly risk review materials.
• Coordinate targeted client and client-team engagement, including scheduling and documenting “stay” interviews based on dashboard scoring and signal thresholds.
• Support escalation solutioning by documenting intake details, tiering recommendations, corrective action plans, owners, milestones, and client communication artifacts.
• Track post-resolution monitoring windows (30/60/90 days) and compile sustainment indicators (recurrence, turnaround time, accuracy, complaint volume, client feedback).
• Identify trend themes and recurring failure points; surface insights to the CCRO team with recommended next actions.
• Maintain a knowledge base of playbooks, job aids, and standard templates; support training enablement when fixes convert to standard practice.

Conoscenze

Analytical skills

Stakeholder management

Data dashboards

Operations experience

Formazione

Bachelor’s degree

Strumenti

Workflow management tools

Reporting tools

Descrizione del lavoro

Marsh is seeking a skilled professional to join our BCS Client Retention team, driving proactive engagement strategies to strengthen client relationships and protect revenue. The role emphasizes data-driven decision making, dashboard stewardship, and collaboration with client-facing colleagues and internal stakeholders.

You will maintain dashboards, manage risk registers, and coordinate escalation solutions while ensuring data quality and actionable insights.