Senior Client Representative

Senior Client Representative, Commercial 

Department: Commercial
Location: Hybrid
FLSA Status: Non-Exempt

Grow With Us

At RCM&D, our employees are also owners, invested in our work, our clients, and our communities. We’re looking for a Client Representative who values collaboration, takes pride in their contributions, and wants to grow with a firm where shared success truly matters.

Our Just Cause

Together, we’re creating a future where success is shared and communities thrive.

1. Our solutions and expertise empower our clients to realize opportunities, generate wealth and improve wellbeing. ​


2. Our shared ownership model aims to create prosperity for all colleagues that share our values and embrace our cause.​


3. Our generosity with both our time and money moves our ​communities forward.​

Who We Are

RCM&D, a Unison Risk Advisors company and 2025 Awarded Best Places to Work is ranked among the top independent insurance advisory firms in the United States. Founded in 1885, we leverage our 140+ years of experience and strong local, national and global reach to meet clients’ business objectives. 

We are relationship-driven, growth-minded, and deeply committed to doing the right thing for our clients, colleagues, and communities.

The Role

The Senior Client Representative (SCR) serves as a key point of contact for clients with the agency. This role involves managing client relationships, responding to inquiries, processing policy changes, and supporting the team in delivering exceptional service. The SCR ensures that client needs are met efficiently and accurately while maintaining compliance with industry regulations. 

What You’ll Do

• Develop thorough understanding of client businesses, their policies, practices and industries.


• Manage the client service cycle and monitor timeframes and renewal deadlines.


• Respond timely to client inquiries, incoming agency management system and company requests.


• Assist in preparing insurance company submissions as directed by Client Manager or Client Executive.


• Review, order, and document renewals according to agency procedures. Investigate non-renewals.


• Review policy documents for accuracy prior to customer delivery.


• Maintain EPIC agency management system with up-to-date information regarding the clients’ current policy coverage (e.g. coverage limits, endorsements, driver/vehicle lists, certificate holders, etc.)


•  Maintain activity system within EPIC on outstanding endorsements, correspondence, audits, reports, reporting form coverage, claims and follow up on overdue and suspense items; assist in maintaining expiration control log


• Rate and issue policies and endorsements through carrier websites.


• Prepare and ensure delivery of certificates, account summaries (to include premium and loss experience as well as coverage), endorsements, policies, lost policy releases, FR19s, auto identification cards, and account balance statuses when requested. Initiate correspondence with companies and clients


• Process and follow up with clients on cancellation/late notice and reinstatement requests


• Prepare billing following the agency’s credit and collection policies.


• Assist in handling prompt reviews of all audits (rates, payrolls and/sales). Arrange for corrections with customer and company to protect collection.


• Assist in the reporting of claims for clients and update EPIC with the claim information


• Maintain basic knowledge of insurance/area of specialty.


• Understand and stay current with technical and professional standards.


• Service clients in accordance with PAR E&O professional service standards, E&O Plus quality management guidelines, legal and regulatory requirements, and other practice guidelines.


• Provide excellent customer service both internally and externally.


• Maintain a thorough understanding of carrier practices, agency management systems, and underwriting requirements.


• Keep Client Managers, Client Executives and Risk Advisors fully informed of all-important activities and potential problems on the accounts.


• Identify cross-selling opportunities. 


• Additional job duties as assigned.

Senior Functions

• Regularly demonstrates the ideal example of a senior level employee in conduct, professionalism, attitude, and behavior.


• Consistently shares knowledge and expertise with others to help them improve on their professional development; acts as a trainer/mentor to other team members.


• Acknowledges potential challenges the agency, department, or team faces and proactively identifies possible alternatives and solutions.


• Possesses a deeper level understanding of products, policies, coverage, and regulatory requirements (for equivalent position)


• Demonstrates a proven ability to handle complex accounts; independently and proactively resolves complex client issues.


• Consistent track record of exceeding performance metrics (i.e., accuracy, client satisfaction, turnaround times, etc.).


• Held in a position of esteem by other members of the team, often looked up to by others for guidance in resolving issues and achieving goals (a “role model”).


• Strong commitment to both professional and personal development; demonstrates self-awareness of areas for self-improvement and actively works towards self-development.
  

What You Bring

Required Qualifications

• High School diploma or GED, plus a minimum of 3 to 5 years of insurance experience with handling accounts at a high level of responsibility.


• Must possess appropriate, jurisdictional licenses


• Maintain a client-centric focus; is highly responsive to internal and external stakeholders’ needs and can manage/meet/exceed expectations.


• Team player with a positive attitude and willingness to learn; work collaboratively with internal and external stakeholders.


• Ability to work independently with limited supervision.


• Ability to learn third-party computer programs/websites.


• Possess the following skills:




• Strong oral and written communication


• Proactivity


• Critical thinking


• Organization and time management


• Accounting and analytical


• Strong attention to detail


• Project management




• Demonstrates accountability, works well under pressure, and can meet deadlines and deliverables.


• Projects confidence in interactions with colleagues and clients.


• Contribute to team efficiency by sharing knowledge and best practices.


• Proficient with Microsoft Office Suite.

Preferred Qualifications

• Experience with Applied EPIC is desired but not required.


• Bachelor’s degree in business or other related field is preferred.

How You Show Up (Our Core Values in Action)

Successful team members at RCM&D are:

• Reliable & Dependable – We build trust through reliability and consistency in everything we do


• Inspiring, Passionate & Positive – We are passionate about our work and inspire others through out dedication, positive attitudes and enthusiasm


• Driven by Integrity & Trust – We do what’s right, even when it’s hard or when no one is watching


• Selfless Team Players – We succeed together as a team by putting the needs of our clients and colleagues above our own


• Entrepreneurial & Solutions-Oriented – We challenge the status quo and don’t accept “no” as final

What We Offer

• Comprehensive benefits package


• Employee ownership through a 401(k) employer match and discretionary profit-sharing contributions


• Professional development and career growth opportunities


• Flexible work arrangements (remote and hybrid options) with a flexible paid time off approach

Equal Opportunity Employer

RCM&D, a Unison Risk Advisors company and founding member of Assurex Global, is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.