This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/11851484 Established as one of the premier insurance agencies in the USA, Marsh & McLennan Agency (MMA) is meeting the needs of mid-sized businesses across the country. MMA\'s services are targeted to customers who seek professional advice and have complex needs, limited resources and desire to work with professionals that have experience, resources and expertise relevant to their industry.

MMA provides global risk management, risk consulting, insurance brokerage, alternative risk financing, and program management services for businesses, public entities, associations, professional services organizations, and private clients (high net worth). We offer specialized solutions and services covering a wide spectrum of business needs and exposures. Our goal is to help our clients achieve their business objectives.

The Senior Client Service Representative/Supervisor is a team oriented person with a passion for deliveringexceptional customer service on a daily basis. They perform transactions and tasks essential to managing efficient insurance, benefit and/or risk management programs. The Senior Client Service Representative/supervisor executes policy and planchanges, provides evidence of insurance and helps to create proposals that exhibit complex programs in more easilyunderstood 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 ClientService 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 Assurance 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 quest ons 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