Senior Client Service Administrator Team Lead Construction

Job Summary:

This is a dual role where the individual serves as the Team Leader while managing a book of business.

Team Leader:

Directly supervises up to 10 employees holding the positions of: Client Service Administrator. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

A Day in The Life:

Supports client managers and client executives to identify design communicate and implement cost effective Property & Casualty solutions to cover risk appropriately; takes part as directed to pre-qualify review identify and procure coverages as directed.
Oversees the delivery of services for a group of selected accounts; leads multiple client teams in the planning execution and successful management of services.

Works closely with Business Unit Leadership to establish staff development goals for the expansion of the practice in support of the companys comprehensive business plan; contributes to the achievement of defined objectives for new business retention and growth.

Drives operational excellence through the establishment and execution of service standards efficient processes/workflows and system resources with accountability for team effectiveness.

Ensures team productivity by aligning duties setting expectations and measuring performance; collaboratively establishes annual objectives for designated team members and monitors the achievement of goals.

Supports overall team effectiveness through the timely completion and communication of assigned tasks and by sharing expertise and cross training where possible.

Develops team member skills individually and collectively; collaborates with Human Resources to select training and development resources that ensure employee needs are met.

Remains alert to changes in the marketplace and contributes to the innovation and development of the products and services provided; identifies and addresses expanding customer needs.

Ensures system compliance is met; conducts random quarterly audits to review accurate utilization of activity coding including proper documentation (i.e. applications change requests binders Evidence of Insurance); creates and analyzes custom reports that capture utilization/commissions.

Maintains personal responsibility for a client base may act as an accounts Client Manager where none is present or assigned.

May operate as the lead service contact on specific accounts / book of business designated by the supervisor.
Ensures all client service needs are delivered in a timely and professional manner including but not limited to contract reviews exposure and coverage questions with input as needed from supervisor/trainer.
Updates summaries of insurance obtains and sends out binding communications on accounts where operating as lead service contact; prepares certificate template creation and approval endorsement requests etc.
Assists lead Client Service Administrator staff with training development and following processes and procedures within division.
Ensures fee billings and invoices are processed in a timely manner and paid as scheduled; responds to and resolves client billing issues
Serves as the backup point of contact for existing clients centers of influence and assigned book of business; responds to all service requests inclusive of billing inquires and coverage options.
Supports various phases of renewal and remarket processing including the preparation of applications negotiation with underwriters obtaining quotes creating proposals monitoring status and follows up to delivery of policy documents to client.
Processes and submits to the appropriate carrier(s) client change requests for adjustments in coverage which may include adds/deletes and other amendments to the policy; follows-up to obtain receipt managing high volume transactions in accordance with practice standards for accuracy and timelines.
Works as lead on assigned projects and champion for various department needs.
Processes automatic and manually issued renewals 30 days prior to expiration date or as soon as they become available from the carrier; updates agency management system with accurate policy coverage details premiums and commissions.
Services day-to-day client needs in a timely complete and professional manner which includes but is not limited to certificate issuances endorsement requests coverage inquiries billing coordination etc.
Updates Agency Management Systems with current accurate exposure and coverage information; ensures all fields are completed as required for data integrity; updates Acord applications with renewal information.
Documents phone calls and files client correspondence in ImageRight on timely basis to meet Oswald Errors & Omissions guidelines.
Supports the Practice Leader Team Leader Client Executives and Sales staff in the development and implementation of the Client Service Deliverable for new and existing accounts as directed.
Collaborates with team members in the preparation of a comprehensive list of services rendered to a client in a given time period; obtains indications from carriers and collaborates with client to determine timelines and marketing needs 90-180 days in advance of renewal.
Maintains favorable and productive relationships with all underwriters in support of key carrier relationships to achieve best-in-class results for the client.
Attains further education coursework and skills development opportunities to obtain professional designation in their field of expertise; attends internal and external workshops and seminars as well as other resources available to broaden insurance knowledge.
May be asked to take part in E&O audit process.
Carrier/Market Security:

Responsible for carrier contract submissions. This includes coordinating reviews by Legal and Information Technology Team completing other required paperwork and supplying supporting documentation such as E&O Certificates W-9 and payment (ACH) documentation. If revisions are found during legal and/or IT review will coordinate the request for those with the carrier.

Maintains Carrier and Sub-Broker lists on intranet.

Supplies license E&O and W-9 updates to carriers as requested.

Updates/maintains entity and appointee information with carriers as requested

Add new carriers into AMS360 for business use as needed; completes updates to carrier address information when needed.

Coordinates new Sub-broker Agreements by gaining proper signatures and ensuring correct supporting documentation is provided by Sub-broker. Once completed new Sub-brokers are also added into AMS.

Monitors A.M. BEST Ratings changes of carriers by daily emails; sends a monthly summary to Business Units Leaders.

Creates and maintains budget for carrier appointment fees.

Licensing:

Responsible for maintaining files of resident licenses; sends out renewal reminders each month.

Utilizing third-party license management system to manage non-resident licenses including both new requests and renewals of currently held licenses.

Serves as URA licensing team backup for other platform companies.

Maintains Ohio affiliation listing on Ohio website.

Processes annual New York Cybersecurity filings for eligible licensees and entities.

Creates and maintains budgets for Oswald licensing fees.

Surplus Lines:

Oversees Oswald surplus lines processes. Completes surplus lines business filings with the states as well as completing regular monthly quarterly semi-annual and annual reporting to each state as required. Requests payment of surplus taxes by electronic payments or mailing live checks as required by each individual state.

Attends URA Surplus Lines Working Group Meetings.

Serves as Surplus Lines backup for other URA platform companies for business continuity purposes.

What Youll Need:

Bachelor degree in Business Administration or Risk Management from a four-year college or university and one to three years or more of related experience or the equivalent combination of education and experience.

Prior Experience Specifically Required:

Prior experience in Construction P&C insurance
Experience working for an insurance brokerage

Who You Are:

The specific personal traits required to accomplish the essential duties of this job successfully include:

Energetic attitude with a desire to learn new skills

Warm and engaging personality

Strong customer service skills with customer-centered focus

Detail oriented and highly accurate

Strong interpersonal skills with a collaborative approach

Strong verbal and written communication skills

Highly flexible adaptable embraces change

Ability to problem solve think logically and work independently

Works well under pressure and meets established deadlines

Ability to manage time-sensitive projects