Client Advocate - Health and Human Services

Summary: This position manages client services on a daily basis as well as supports the Christensen Group team on new and renewal business.

Revenue Growth

• Contribute to agency revenue goals by following established policies and procedures

Account Management

• Provide day-to-day client management
• Support team in handling of calls/emails and investigates questions and concerns from insured (Billing, Change Requests, Certificates, Auto ID Cards, Basic Policy questions).
• Process incoming mail (postal, email and/or faxes) for the team and distribute
• Issue automobile identification cards
• Handle billing questions
• Process cancellation notices/non-payment issues; Advise CM/AE to handle
• Policy review – Review policies, send change request to companies, update schedules and applications, and prepare for policy delivery
• Deliver policies as directed by Producer/ CM/AE.
• Request policy endorsements
• Issue certificates of insurance – Special Handling Certificates send to CM/AE.
• Process daily certificate request and annual certificate renewals
• Prepare policy endorsements based on certificate request
• Process client monthly reports
• Process premium audits – Disputed Audits go to CM/AE.
• Follow agency procedures for AMS360 and WorkSmart
  

New/Renewal Marketing

• Review expiration checklist to maintain your workflow
• Work with team to coordinate market ready submissions including specialty applications
• Prepare and send exposure information and supplemental applications to client and/or producer
• Prepare loss summaries/illustrations/wc mod.Review and roll renewal submissions or create Acord applications as directed by team
• Online rating with carriers as required for coverage placement as directed by team
• Prepare finance agreements with finance companies
• Review and issue renewal certificates, automobile identification cards, binders, claim reporting forms, invoices to distribute to clients.

Other Duties and Responsibilities

• Maintain culture of employee ownership – contribute time and support to agency/carrier events or activities that strengthen our culture
• Goal setting
• Create and maintain a positive work environment
• Accept special assignments as directed by Department Managers
• Support agency directives in effectively managing agency/carrier relationships
• Work openly and constructively with team members to reinforce the importance of delivering an efficient, effective and high quality work product
• Represent Christensen Group in the greatest professional and ethical manner possible
• Provide the ultimate customer experience within the boundaries of the organization’s capabilities
• Demonstrate general knowledge of agency carriers, carrier/broker marketplace and underwriting in order to coordinate with insurance companies to address client issues and solve client problems
• Keep management informed of known actions, written or verbal that may affect the ability to successfully perform assignments or adversely affect the Company operations
• Pursue a program of professional and personal development

Qualifications

• 4-year degree preferred or equivalent experience
• 0 – 3 years of Business Insurance customer service experience (or equivalent)
• Ability to work in a team setting
• Microsoft Office experience (strong math and Excel background)
• AMS360 experience (desirable)
• Ability to navigate carrier websites
• Detail-oriented
• Ability to organize and prioritize work responsibilities
• Excellent communication skills – verbal and written
• Obtain Minnesota Property and Casualty insurance license