Client Relationship Manager

Duties & Responsibilities

• Serve as the primary strategic point of contact for assigned clients, fostering strong, long-term relationships and ensuring high levels of satisfaction and retention.
• Collaborate with producers and client executives to prepare and present key client deliverables, including:
• Annual stewardship reports
• Mid-year and pre-renewal presentations
• Financial and funding arrangement analyses
• Monthly or quarterly loss experience reports (as applicable)
• Support the renewal marketing process by gathering necessary information, contributing to strategy, and presenting quotes and proposals to clients.
• Ensure timely and professional delivery of policy documents, providing clear explanations of coverage and ensuring all materials are accurate and comprehensive.
• Develop and maintain a proactive communication schedule with clients, including mid-term and off-cycle touchpoints to address claims, account changes, and other service needs.
• Monitor and manage accounts receivable, ensuring outstanding balances are resolved within 30 days.
• Cook up internal and external resources on behalf of clients, including producers, risk management, technology, claims, and loss control teams.
• Participate in client meetings and coverage reviews, both independently and in partnership with producers and client executives.
• Collaborate with DII claims representatives, carriers, vendors, or TPAs to develop claims strategies and special handling instructions tailored to client needs.
• Adhere to DII procedures, workflows, and compliance standards.
• Exercise sound judgment and discretion in managing priorities and workload in a dynamic, client-focused environment.
• Verify coverage for third parties, including OCIP’s and Insurance Cost Worksheets. Provide copies of documents when requested in accordance with privacy rules.
• Absorb insurance requirements review as escalated from CSR. Provide consultation to clients regarding insurance program deficiencies.
• Assist with complicated accounting issues including payments, financing, cancellation/reinstatement, premium and commission discrepancies, and issues as escalated from CSRs.
• Assist with holding team members accountable, reinforcing the importance of meeting expectations and adhering to standards.

Key Accountabilities

• The renewal process must be completed on or before an effective date. The goal is to renew >92%.
• No accounts receivable over 30 days.
• Integrity Management – responsible for the process, procedures, and data integrity of the team.
• Proposals should be done 2 weeks in advance of the renewal date.

Qualifications

• Deep expertise in commercial lines insurance, with comprehensive knowledge of diverse coverage options and risk management strategies.
• Thorough understanding of the insurance industry ecosystem, including market dynamics, regulatory frameworks, carriers, intermediaries, brokers, and agents.
• Commitment to ethical, result-driven business practices, ensuring integrity and effectiveness in all professional interactions.
• Proficient in computer operations and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experienced in using agency management systems.
• Strong client and relationship management abilities.
• Excellent time management skills.
• Clear and effective verbal and written communication skills.
• Solid grasp of insurance-related arithmetic.
• Ability to develop expert-level proficiency in Applied Epic.
• Strong service-oriented mindset, focused on client satisfaction and support.
• Strong analytical thinking, with a highly organized, timely, and efficient approach to tasks.
• Maintain exceptional attention to detail and ensure consistent follow-through on responsibilities.
• Thrive in both independent and collaborative environments, with the ability to lead or support as needed.
• Operate with a strong sense of urgency, remaining composed and adaptable under pressure.
• Uphold a solid work ethic, characterized by responsibility, reliability, and integrity.

Physical Requirements

• Ability to sit for an extended period at a desk.
• Must be able to read screens, documents, and participate in conversations or phone calls with or without assistive devices.
• Handling documents, laptops, or office supplies. (typically, up to 10-25 lbs.)
• Will need to engage with colleagues, clients, or stakeholders.

License Requirements

• Maryland Property & Casualty license.