Senior Client Service Specialist - Personal Lines

Relation Insurance Services; Salem (VA); On-site; USD 57,308,000 - 104,702,000; Full time

Job summary

Relation Insurance Services is seeking a Senior Client Service Specialist in Virginia to handle senior-level administrative tasks for small business accounts, ensuring client retention by promptly responding to requests from clients, prospects and staff.

You will develop relationships with producers and clients, maintain knowledge of Personal Lines, and help identify solutions through the agency management system and AI tools.

Qualifications

• Must hold a Property and Casualty license and maintain it.
• AINS and/or CISR designations preferred.
• High School Diploma or equivalent; a four-year degree is preferred.
• Minimum 2 years of customer service experience in insurance.
• Bilingual in English is a plus depending on location.
• Proficient with computers, Microsoft Office and online rating systems.
• Knowledge of personal lines and insurance markets.

Responsibilities

• Assists with daily maintenance of customer files.
• Develops professional relationships with producers, account managers and clients.
• Maintains knowledge of Personal Line products and services.
• Discusses client solutions and refers clients to producers when needed.
• Resolves escalated client issues.
• Assists in remarketing renewals to improve retention.
• Orders renewal policies and checks against proposals and bills.

Skills

Bilingual

Customer service

Microsoft Office

Online rating systems

Education

Property and Casualty License (P&C)

AINS/CISR preferred

High School Diploma or equivalent

Four-year degree preferred

Tools

Agency management system

Job description

WHO WE ARE

Relation Insurance is a leading, innovative company with a strong commitment to excellence and a passion for delivering cutting-edge solutions to our clients. As a key player in the insurance market, we pride ourselves on our dynamic culture, collaborative environment, and continuous drive for success. With a rich history and a bright future ahead, we are looking for exceptional individuals to join our team and contribute to our ongoing growth and success.

WHAT WE’RE LOOKING FOR

The Senior Client Service Specialist, Small Business Unit executes all senior-level administrative tasks related to account management and policy servicing for small personal accounts. The Senior Client Service Specialist works to ensure client retention goals are met by responding promptly to requests from clients, prospects and members of the production staff. The individual in this role must project a professional company image through all interactions with carriers, clients, producers, team members and others.

A GLIMPSE INTO YOUR DAY

• Assists with the daily maintenance of customer files.
• Develops professional business relationships with producers, account managers and clients.
• Develops, maintains and demonstrates thorough knowledge of Personal Line products and services.
• Actively participates in efforts to gain and deepen client relationships by seeking opportunities to discuss client solutions and/or referring clients to producers when needed.
• Identifies, researches and resolves escalated client issues.
• Assists in the remarketing of renewals to ensure high account retention.
• Orders renewal policies. Checks renewal policies against proposals and bills policies in agency management system.
• Enters endorsements on company websites, follows up on pending endorsements, verifies accuracy, bills endorsements, and sends them to clients.
• Follows up with carriers on new business submissions not handled by Risk Placement Specialists.
• Enters and rates policies in carrier websites and orders new policies as needed.
• Issues standard certificates of insurance and other forms for holders (e.g. EOP, Binders, etc.)
• Checks the payment status of direct bill policies to prevent cancellations and alerts appropriate producers if policies are at risk due to non-payment.
• Follows up on claims, updates agency management system with claims activity, payments, and closures.
• Checks audits for accuracy and reviews with agency staff as appropriate. Bill audits, creates audit review letters and sends them to clients.
• Orders motor vehicle reports “MVRs” and loss runs as directed.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience.
• Performs other projects, duties, and tasks, as assigned.

WHAT SUCCESS LOOKS LIKE IN THIS ROLE

• A Property and Casualty License from state of domicile is required must be maintained.
• Associate in Insurance (AINS) and/or Certified Insurance Service Representative (CISR) Designation preferred.High School Diploma or equivalent.Four-year degree preferred.
• High School Diploma or equivalent.
• A minimum of 2 years of customer service experience within the Insurance Industry.
• Bilingual a must or a plus depending on location.
• Previous experience with personal lines preferred.
• Proficient in using computers, Microsoft Office Suite and online rating systems.
• Knowledge of insurance markets, products, services insurance ratings and underwriting procedures.
• Working knowledge of personal lines of coverage.
• Outstanding interpersonal and communications skills are required to maintain effective relationships with clients, co-workers, carriers, vendors and others.
• Must be able to understand written and oral communications and interpret information written within policies.
• Ability to work independently with limited daily supervision and to work effectively in a team environment.
• Ability to function effectively under tight time constraints, consistently meet strict deadlines, prioritize, and handle multiple tasks in a demanding work environment.
• Excellent customer service skills are a must.
• Willingness to adhere to all principles of confidentiality.

WHY CHOOSE RELATION?

• Competitive pay.
• A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.
• Career advancement and development opportunities.

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Note: The above is not all encompassing of the full position description.

Relation Insurance Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Relation, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is presented within this posting.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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$20.00 - $36.54