Client Advocate - Construction Focus at Christensen Group Inc – San Antonio, Texas

Essential Duties and Responsibilities

Account Management

• Provide day-to-day client management and servicing for Middle Market accounts, as well as some Small Business Accounts as needed, with a primary focus on construction accounts.
• Support team in handling of calls/emails and investigates questions and concerns from insured (Billing, Change Requests, Certificates, Auto ID Cards, Basic Policy questions).
• Process incoming mail (postal, email and/or faxes) for the team and distribute to team
• Process cancellation notices/non-payment issues; Advise Client Manager/Account Executive to handle
• Review policies, send change request to companies, update schedules and applications, and prepare for policy delivery
• Deliver policies as directed by Producer/Client Manager/Account Executive
• Request and prepare policy endorsements
• Issue certificates of insurance and deliver Special Handling Certificates to Client Manager/Account Executive
• Process client monthly reports
• Process premium audits and deliver disputed audits to Client Manager/Account Executive
• Follow agency procedures for EPIC (client management system).
• Perform other duties as assigned.

New/Renewal Marketing

• Contribute to agency revenue and retention goals by following established Commercial Lines policies and procedures
• Review expiration checklist and manage workflow per Commercial Lines Service Standards
• Work with team to coordinate market ready submissions including specialty applications
• Review and roll renewal submissions or create Acord applications as directed by team
• Complete online rating with carriers as required for coverage placement as directed by team
• Prepare finance agreements with finance companies
• Review and issue renewal certificates, automobile identification cards, binders, claim reporting forms, invoices to distribute to clients.

Other Duties and Responsibilities

• Maintain culture of employee ownership – contribute time and support to agency/carrier events or activities that strengthen our culture
• Create and maintain a positive work environment
• Accept special assignments as directed by Department Managers
• Support agency directives in effectively managing agency/carrier relationships
• Work openly and constructively with team members to reinforce the importance of delivering an efficient, effective and high-quality work product
• Represent Christensen Group in the greatest professional and ethical manner possible
• Provide the ultimate customer experience within the boundaries of the organization’s capabilities
• Demonstrate general knowledge of agency carriers, carrier/broker marketplace and underwriting in order to coordinate with insurance companies to address client issues and solve client problems
• Keep management informed of known actions, written or verbal that may affect the ability to successfully perform assignments or adversely affect the Company operations
• Contribute to creating a safe and fun learning environment
• Commit to continued education to grow skills and knowledge

• At least 2 years of Business Insurance customer service experience, preferably with a construction book of business (required).
• Ability to service a business insurance book of business with little to no guidance (required).
• Ability to work in a team setting (required).
• Microsoft Office experience, specifically Word and Excel (required).
• Detail-oriented (required).
• Ability to organize and prioritize work responsibilities (required).
• Excellent communication skills – verbal and written (required).
• Active Resident Property and Casualty insurance license (required).
• Epic experience (preferred).
• Ability to navigate insurance carrier websites (preferred).