Client Manager and Leader

Description

As a Commercial Client Manager & Leader, you play a dual role: providing high-quality service and strategic guidance to your own book of business, while also supporting the performance, development, and collaboration of your team. You are a trusted resource to both clients and colleagues, balancing day-to-day account management with leadership responsibilities that promote a high-performing, client-focused culture. 

Key Responsibilities: 

Client & Account Management 

• Manage a designated book of business, ensuring timely and accurate handling of renewals, endorsements, certificates, audits, and other service requests. 
• Build strong client relationships by delivering proactive, solutions-oriented service and coverage recommendations. 
• Collaborate with producers and carriers to develop coverage strategies, negotiate terms, and maintain high retention levels. 
• Serve as a technical resource for coverage questions and policy interpretation for clients and team members. 

Team Leadership & Support 

• Act as a point of guidance and support for team members on workflows, systems, and complex service issues. 
• Foster a collaborative, accountable, and positive team environment. 
• Provide informal coaching and share expertise to support team development and confidence. 
• Help onboard and mentor new team members. 

Workflow Oversight & Best Practices 

• Assist in monitoring workload distribution and service timelines to ensure team efficiency and balance. 
• Promote consistent adherence to agency workflows, documentation standards, and compliance requirements. 
• Identify and suggest process improvements that enhance service quality or operational efficiency. 

Carrier & Internal Collaboration 

• Serve as a liaison between team members and carrier representatives to resolve service or underwriting challenges. 
• Support producers and leadership in delivering a consistent client experience across the book of business. 
• Share insights from client or carrier feedback to help shape service strategy and team practices. 

Performance Awareness & Accountability 

• Model professionalism, responsiveness, and attention to detail in all aspects of client and team interactions. 
• Provide informal feedback and support leadership in addressing performance trends. 
• Track progress toward individual and team service goals or KPIs and identify areas for improvement. 

Requirements

• At least 5 years of Business/Commercial Lines Insurance customer service experience (required). 
• 2-6 years of leadership experience (required).  
• Experience with Business/Commercial Lines book of business renewal marketing (required). 
• Microsoft Office experience, specifically Word and Excel (required). 
• Detail-oriented (required). 
• Ability to organize and prioritize work responsibilities; is a self-starter (required). 
• Excellent communication skills – verbal and written (required). 
• Ability to effectively work in a team. Set team deadlines and goals, and delegate to others (required). 
• CIC, CISR designation or equivalent (preferred). 
• Epic experience (preferred). 
• Active Resident Property and Casualty insurance license (required).