Client Service Administrator - Personal Lines

A Day in The Life

• Provides operational support involving independent judgment as required for one to four assigned Client Managers, Client Executives, and/or Sales Executives; prioritizes and manages competing requests based on business needs and responds to all requests in a timely and collaborative manner.
• Reviews, evaluates, and determines appropriate handling of client change requests for adjustments in coverage, which may include adds/deletes and other amendments to the policy; manages the process end-to-end, including issue identification and resolution, managing high volume transactions in accordance with practice standards for accuracy and timeliness.
• Processes and submits to the appropriate carrier(s) client change requests for adjustments in coverage, which may include adds/deletes and other amendments to the policy; follows-up to obtain receipt, managing high volume transactions in accordance with practice standards for accuracy and timeliness.
• Oversees and validates the intake of all client renewals and policy transactions from carriers on a daily basis for assigned clients; ensures the integrity and accuracy of all data received, identifies discrepancies, determines appropriate corrective actions, and amends any suspense items in a timely manner.
• Processes the download of all client renewals and policy transactions from carriers on a daily basis for assigned clients; ensures the integrity and accuracy of all data received, troubleshooting and amending any suspense items in a timely manner.
• Reviews and fulfills requests for Evidence of Insurance and Auto ID Cards as specified by Client Manager within 24 hours of receipt of request exercising judgment to confirm completeness and compliance.
• Supports client stewardship initiatives; analyzes client data and prepares materials that support account strategy and client decision-making, including Summaries of Insurance and/or more thorough Stewardship Reports as directed by management.
• Processes automatic and manually issued renewals 30 days prior to expiration date or as soon as they become available from the carrier; updates agency management system with accurate policy coverage details, premiums and commissions.
• Screens, prioritizes, and routes incoming communications based on business relevance and urgency.
• Maintains knowledge of all carriers and applies that knowledge to address issues, respond to inquiries, and support business decision-making when serving as a “back-up” when necessary.

Carrier/Market Security

• Leads and coordinates carrier contract submissions, including reviewing requirements, identifying issues, and determining appropriate documentation; collaborates with Legal and IT and exercises judgment in resolving revisions and coordinating with carriers. Maintains Carrier and Sub-Broker lists on intranet.
• Supplies license, E&O and W-9 updates to carriers as requested.
• Updates/maintains entity and appointee information with carriers as requested
• Adds new carriers into AMS360 for business use as needed; completes updates to carrier address information when needed.
• Coordinates new Sub-broker Agreements by gaining proper signatures and ensuring correct supporting documentation is provided by Sub-broker. Once completed, new Sub-brokers are also added into AMS.
• Monitors A.M. BEST Ratings and evaluates changes; prepares and distributes monthly summaries highlighting material impacts to business units.
• Develops, monitors, and manages budget for carrier appointment fees including tracking variances and supporting business decision-making.

Licensing

• Responsible for maintaining files of resident licenses; sends out renewal reminders each month.
• Manages licensing processes using third-party systems, including evaluating requirements and independently handling new requests and renewals. Serves as URA licensing team backup for other platform companies.
• Maintains Ohio affiliation listing on Ohio website.
• Independently manages and submits required filings for eligible licensees and entities ensuring compliance with regulatory requirements. Develops and manages budgets for Oswald licensing fees including tracking, forecasting, and variance analysis.

Surplus Lines

• Oversees and independently manages surplus lines processes, including determining filing requirements, ensuring compliance with state regulations, and coordinating tax payments.
• Completes surplus lines business filings with the states as well as completing regular monthly, quarterly, semi-annual and annual reporting to each state as required.
• Requests payment of surplus taxes by electronic payments or mailing live checks as required by each individual state.
• Attends URA Surplus Lines Working Group Meetings.
• Serves as Surplus Lines backup for other URA platform companies for business continuity purposes.