This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11882648 About Marsh
McLennan Agency Midwest
Marsh McLennan Agency\'s Midwest Region is a full-service brokerage
providing business insurance, employee benefits, private client
insurance, and retirement services to businesses and individuals across
the country. MMA Midwest is consistently recognized as a top workplace,
attracting and retaining its insurance talent by rewarding expertise and
investing in career development. Colleagues enjoy an award-winning
culture that fosters a highly productive and results-driven working
environment.
The Senior Client Service Representative is a team-oriented person with
a passion for delivering exceptional customer service daily. They
perform transactions and tasks essential to managing efficient
insurance, benefit and/or risk management programs. The Senior Client
Service Representative executes policy and plan changes, provides
evidence of insurance, and helps to create proposals that exhibit
complex programs in more easily understood and comparative formats. They
assist in keeping our client information up to date in our agency
management system, facilitating a collaborative service experience and
empowering our client portal. The Senior Client Service Representative
works alongside the full account servicing team to answer questions,
access and deploy resources, place coverage and negotiate terms and
conditions on behalf of clients.
Execution of Client Service
- Support Account Managers, Producers, Account Executives, and other
internal department members to flawlessly execute MMA Midwest
service strategy for each client, designed to create measurable
value and efficiencies in their businesses
- Processes plan changes, as needed or requested by the client,
checking for consistency and documenting in the appropriate system
- Builds personalized client relationships through demonstrated
understanding of the service plan and multiple channels of
communication such as phone, email and in-person meetings
- Leverages insurance knowledge and communication skills to explain
coverage terms, program updates, and other items to clients as
needed
- Works with internal departments to ensure cohesiveness and
timeliness of service execution
- Manages time effectively to prioritize workload, client service
requests and service parameters on business process
Client Relationship Management
- Collaborates with Supervisor and Client Service Director to increase
efficiencies by offering and/or implementing new workflow
suggestions
- Provides ongoing support to mentor other Client Service
Representatives through training on specific technical tasks,
explaining coverage and offering direction to resolving unique
client situations
Data and Process Integrity
- Consistently follows client service workflows and appropriately
engages internal resources such as process support team, procedure
manuals and reporting tools to ensure efficiency and accuracy of
execution
- Accurately maintains complete client files including the clear
documentation of account detail in agency management systems
including policy information, activities, attachments, and
correspondence
- Achieves desired levels of data completeness and process integrity
by consistently meeting activity timeliness, quality metrics and
goals
Marketing Strategy and Negotiating
- Responds to client coverage questions and supports the insured
- Manages marketing of renewals for designated accounts with direction
from the Account Manager or Producer/Account Executive, including
reviewing quotes for accuracy, preparing the proposal, binding of
renewals, and policy review
- Navigates various online rating systems/carrier websites to procure
quotes
- Attends carrier meetings to expand and apply technical knowledge
Service Platform Implementation
- Demonstrates knowledge and is comfortable analyzing more complex
issues before escalating them to the Account Manager; such issues
may include policy coverage review, resolving coverage discrepancies
with carrier and resolving contract requirement coverage gaps
- Works with the client and carrier directly to resolve any coverage
questions and executes to completion
Peer Relationships
- Provides feedback and shares information at team meetings
- Participates in ongoing scheduled meetings with service team to
discuss accounts, renewals, service needs, service platform, etc.
- Develops successful and effective working relationships with
Producers, Account Executives, Account Managers, service team
members, managers, carriers, and members of other departments
- Communicates effectively with Account Managers and provides timely
and complete information to allow them to effectively manage service
execution
Required
Upon hire, Producers License for Fire/Casualty or L