Senior Client Service Representative

Unison Risk Advisors; Cockeysville (MD); On-site; USD 50,000 - 75,000; Full time

Job summary

Unison Risk Advisors is seeking a Senior Client Representative, Commercial, to serve as a primary contact for clients and manage ongoing service needs. The role supports account teams to drive client retention, satisfaction, and growth, with a hands-on, leadership-oriented approach across complex accounts.

You will work across client management, policy changes, renewals, and billing, ensuring accuracy, compliance, and timely service.

Qualifications

• 3–5+ years of commercial insurance experience.
• Appropriate insurance licensing.
• Strong communication, organization, and analytical skills.
• Proficiency in Microsoft Office.

Responsibilities

• Owns and manages client service lifecycle including renewals, changes, and ongoing service needs.
• Acts as subject matter expert for client accounts and insurance policies.
• Maintains accountability for accuracy, compliance, and documentation across all service activities.
• Processes policy changes, endorsements, and documentation through carrier portals and EPIC system.
• Prepares submissions, certificates, summaries, and client deliverables.
• Reviews policies and renewals for accuracy prior to delivery.
• Handles billing processes, cancellations, reinstatements, and audits.

Skills

Commercial insurance experience

Insurance licensing

Communication

Organization

Analytical skills

Microsoft Office

Education

Bachelor’s degree in business or related field

Tools

Applied EPIC

Job description

Senior Client Representative, Commercial – Job Description

Position Summary

The Senior Client Representative (SCR) serves as a primary point of contact for clients, managing ongoing service needs, policy changes, and client communications. This role is responsible for delivering high-quality, compliant service while supporting account teams in achieving client retention, satisfaction, and growth. The role is both operational and hands‑on, with increasing responsibility for complex accounts, mentorship, and leadership support.

Key Responsibilities

Functional Leadership & Ownership

• Owns and manages client service lifecycle including renewals, changes, and ongoing service needs.
• Acts as subject matter expert for client accounts and insurance policies.
• Maintains accountability for accuracy, compliance, and documentation across all service activities.

Hands-On Execution & Delivery

• Processes policy changes, endorsements, and documentation through carrier portals and EPIC system.
• Prepares submissions, certificates, summaries, and client deliverables.
• Reviews policies and renewals for accuracy prior to delivery.
• Handles billing processes, cancellations, reinstatements, and audits.

Reporting, Quality & Operational Support

• Maintains accurate client data in EPIC including coverage, limits, and endorsements.
• Tracks activity, deadlines, and outstanding items ensuring timely completion.
• Ensures high‑quality service delivery aligned to E&O and compliance standards.

Cross-Functional Partnership & Integration

• Collaborates with Client Managers, Executives, and internal departments.
• Communicates client needs, risks, and opportunities to account teams.
• Supports claims reporting and coordination with carriers and internal teams.

Growth, Change & Special Initiatives

• Supports onboarding, training, and mentorship of junior team members.
• Identifies cross‑selling opportunities and contributes to account growth.
• Participates in operational improvements and strategic initiatives.

Process Improvement & Best Practices

• Continuously improves workflows and service efficiency.
• Maintains awareness of industry regulations and best practices.

Senior-Level Expectations

• Demonstrates leadership, professionalism, and role‑model behavior.
• Handles complex accounts independently.
• Mentors and develops junior staff.
• Consistently exceeds performance expectations and service metrics.

Management Responsibilities

• Oversees Client Representatives and Administrative support staff.
• Manages workflows, productivity, and service standards.
• Supports hiring, onboarding, and performance management processes.
• Coordinates with HR, Accounting, IT, and leadership teams.

Accountability

• Deliver accurate, timely, and compliant client service.
• Maintain strong client relationships and satisfaction.
• Ensure data integrity and operational excellence.
• Support team collaboration and continuous improvement.

Qualifications

Required

• 3–5+ years of commercial insurance experience.
• Appropriate insurance licensing.
• Strong communication, organization, and analytical skills.
• Proficiency in Microsoft Office.

Preferred

• Experience with Applied EPIC.
• Bachelor’s degree in business or related field.

Key Competencies

• Ownership & Accountability
• Client Focus & Service Excellence
• Collaboration & Communication
• Process Improvement & Efficiency
• Problem Solving & Critical Thinking

Compensation

The base salary range for this position is $50,000 to $75,000 annually. Individual compensation will be determined based on a variety of factors including relevant experience, skills, education, and internal equity.