Client Representative, Commercial

Job Summary

The Client Representative (CR) 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 CR ensures that client needs are met efficiently and accurately while maintaining compliance with industry regulations. 

Essential Functions

• 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.

Minimum Education / Abilities / Skills

• High School diploma or GED, plus at least 2 years of insurance experience with handling accounts at a high level of responsibility.

• 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.

Additional Qualifications

• Possess appropriate, jurisdictional licenses – Property and Casualty

• Experience with Applied EPIC is desired but not required.

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