Customer Service Senior Specialist

About the role

We are seeking a talented individual to join our Customer Service team at Marsh Re in New York. This is a hybrid role requiring at least three days a week in the office. You will independently manage and resolve complex client inquiries across calls, emails, and internet requests, using your reinsurance knowledge, research skills, and analytical judgment to provide accurate, timely service and support client strategy planning. You will also mentor junior colleagues by sharing expertise and recommending effective responses.

Responsibilities

• Independently review, research, and respond to complex inbound calls, emails, and internet inquiries from external clients requiring in-depth knowledge of client products and services.
• Conduct extensive research and leverage outside sources to address inquiries and resolve issues that cannot be answered through internal resources and existing client knowledge.
• Perform advanced analyses to assess client customer service needs and develop actionable insights that support client strategy planning.
• Develop client strategy plans and collaborate with team members as needed to refine and improve those plans.
• Provide guidance and mentorship to junior customer service representatives by sharing expertise, recommending responses, and supporting resolution of client issues.

Requirements

• Prior experience in reinsurance is required.
• Strong client service and problem-solving skills with the ability to handle complex inquiries independently.
• Demonstrated ability to conduct research, analyze information, and develop practical recommendations.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively with internal teams and support junior colleagues.

Qualifications

• Experience supporting reinsurance clients in a high-volume, fast-paced service environment.
• Proven ability to translate complex information into clear, client-ready responses.
• Experience mentoring or coaching junior team members.

Benefits

• Professional development opportunities, interesting work, and supportive leaders.
• Vibrant and inclusive culture with talented colleagues.
• A range of career opportunities, benefits, and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective.