Patriot Growth Insurance Services, LLC

Client Services Representative

• Provide high-level client service to large and mid-sized clients, resolving complex claims, billing, and benefits issues.
• Serve as an escalation point for advanced service matters; identify root causes and recommend process improvements.
• Support client renewals by assisting with employee communications, open enrollment preparation, and delivery of in-person and virtual meetings.
• Create and present employee-facing education related to benefits, including HSAs, HRAs, and FSAs.
• Coordinate with insurance carriers, TPAs, vendors, and healthcare providers to resolve client and employee concerns.
• Perform billing reconciliation, census audits, and maintain accurate documentation.
• Provide guidance and support to junior Client Care Specialists and assist leadership with coaching efforts.
• Participate in open enrollment support during peak seasons, including travel to client locations as needed.
• Maintain confidentiality, comply with data security standards, and support special projects as assigned.

Senior Client Care Specialist

Inside Sales

• Maintain and strengthen relationships with existing clients through proactive communication and timely service.
• Identify opportunities to offer additional personal lines coverages and close sales with existing clients.
• Lead the remarketing and renewal process to ensure clients receive competitive and appropriate coverage.
• Monitor and manage the internal Personal Lines sales pipeline, ensuring timely follow-up and processing.
• Process endorsements, updates, and follow-ups accurately and efficiently.
• Review applications and renewals for adherence to carrier guidelines.
• Support internal marketing campaigns and outreach efforts to drive new business.
• Stay informed on changes in carrier guidelines, quoting procedures, and market conditions.
• Work closely with account managers, producers, and agency leadership to meet service and sales goals.
• Participate in CE courses and maintain up-to-date knowledge of personal lines insurance products and industry standards.

Internal Sales, Retention Specialist

Account Manager

• Own execution and delivery of benefit strategies developed by Consulting and Underwriting teams.
• Lead client renewals, including plan implementation, group paperwork, timelines, and employee communications.
• Advise clients on complex benefit programs including HSAs, HRAs, FSAs, and DCAs.
• Develop and deliver client-specific communication materials and employee education sessions.
• Manage multiple projects and implementations using strong project management and organizational skills.
• Build and maintain trusted relationships with clients, vendors, carriers, and internal stakeholders.
• Support and mentor Account Management and Client Care teammates; assist with onboarding and training.
• Serve as an escalation point for complex claims, billing, enrollment, and service-related issues.
• Coordinate with carriers, TPAs, healthcare providers, and internal teams to resolve issues and prevent recurrence.
• Audit contracts, billing, census data, and policy documentation to ensure accuracy and compliance.
• Maintain accurate documentation of all client interactions and project activity in CRM systems.
• Proactively communicate status updates, risks, and resolution plans to clients and leadership.
• Support on-call services and open enrollment activities as needed.
• Maintain up-to-date knowledge of benefit plans, carriers, compliance requirements, and Exude offerings.
• Handle sensitive client, employee, and company information with integrity and professionalism.
• Participate in team meetings, training, and special projects as assigned.

Senior Benefits Account Manager

• Research and resolve client inquiries related to claims, billing, benefits, and administrative matters.
• Communicate with clients, internal teams, insurance carriers, TPAs, healthcare providers, and vendors to resolve issues.
• Deliver exceptional client service in accordance with service standards and client satisfaction benchmarks.
• Build and maintain strong relationships with client contacts through phone, email, and in-person communication.
• Perform billing reconciliation, census audits, and thorough documentation of client interactions in CRM systems.
• Create and deliver employee-facing benefit education materials and lead open enrollment meetings, webinars, and presentations.
• Submit and track HSA, HRA, and FSA reimbursement claims through resolution; assist with debit card requests as needed.
• Support Account Management and renewal activities during peak seasons, including benefit packets and open enrollment support.
• Identify and escalate urgent or complex issues to appropriate internal stakeholders or leadership.
• Maintain strong knowledge of Exude products, services, and benefit offerings.
• Handle sensitive client, employee, and company information with professionalism and confidentiality.

Client Care Specialist – Intermediate

• Provide prompt, accurate and courteous service to clients, producers, and company personnel
• Responsible for rating of customer using carrier websites
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and service
• Handle renewal commercial lines submissions
• Create proposals for Sales Executive
• Support sales team and new producers to understand commercial lines coverage
• Manage daily account management of assigned commercial business
• Support all team projects and priorities as determined by management
• Assume other job responsibilities as assigned by manager

Commercial Lines Account Manager

Account Executive

• Write Personal Lines policies and service existing accounts effectively.
• Quote new leads using various company websites to provide comprehensive coverage options.
• Communicate and negotiate with underwriters to assess risks and obtain suitable coverage options.
• Respond promptly to underwriting memos, ensuring accurate and complete information.
• Evaluate risk locations thoroughly to determine appropriate coverage and mitigate potential risks.
• Actively engage in marketing accounts to expand business opportunities and attract new clients.
• Manage expiration lists efficiently, ensuring timely renewals and proactive action on expiring policies.
• Rewrite non-renewals and canceled policies, focusing on retaining clients and mitigating risks.
• Process changes on existing accounts promptly and accurately.
• Handle payment transactions with clients, ensuring seamless and secure processing.
• Work on retaining and rewriting existing accounts when faced with significant uprates.
• Provide support by covering other desks during co-workers absence to maintain seamless operations.

Personal Lines Account Executive

• Partner with clients to help identify their business long-term employee benefits goals and develop a strategic plan to achieve them.
• Strategically plan, execute, and drive benefits plan renewal timelines with the Producers to ensure minimal hold ups.
• Assist with day-to-date client needs timely as well.
• Perform annual renewal negotiations with the carriers, renewal plan selection and other renewal functions as needed.
• Present clients with options to enhance their benefits package, including voluntary benefits, and cross-selling opportunities to enhance their package via renewal.
• Ensure that the implementation and transition processes for all carrier changes are handled smoothly with minimal disruption and communicate any major issues/changes.
• Responsible for the renewal checklist and meets with the Producers to discuss the renewal timeline.
• Conduct employer presentations (phone/webinar/in-person) in a consultative, logical, professional, and informative manner.
• Assess clients understanding and attitude during meetings and presentations, encouraging feedback, and adjusting accordingly.
• Assess the nature of a problem quickly, understands thoroughly the expectations of the client, consistently meets those expectations through viable solutions in a timely manner.
• Proactively respond when a potential problem is discovered and assist the client with any escalated employee benefit issues.
• Enter notes in CRM system after all meetings, contacts, etc. to ensures follow up issues are handled timely and communicated to client.
• Keep team informed and communicates thoroughly and clearly with all team members concerning client issues, renewals, and proactive work.
• Positively influence the team members and mediate concerns, offer encouragement and praise, promote engagement, and build good working relationships.

Employee Benefits Account Manager

• Write and service Personal Lines insurance policies, including quoting new business using multiple carrier platforms to present comprehensive and competitive coverage options.
• Actively market and remarket accounts to drive business growth, expand opportunities, and attract new clients.
• Serve as the primary point of contact for all incoming service requests from existing clients, including renewals, policy changes, and general inquiries, while consistently delivering exceptional customer service.
• Review and analyze existing client accounts to identify eligible discounts and provide thoughtful, value-driven coverage recommendations.
• Evaluate coverage limits to ensure clients are adequately and appropriately insured based on their individual needs.
• Prepare re-quotes and remarket Personal Lines policies when requested or when it is in the clients best interest.
• Provide sales and administrative support to Producers and collaborate with team members to achieve departmental and organizational goals.
• Develop and maintain strong, professional relationships with insurance carriers and clients.
• Accurately document and maintain all client records within the Agency Management System (AMS).
• Stay current on industry trends, products, and regulatory requirements, demonstrating a commitment to ongoing professional development and continuous learning.

Personal Lines Account Manager

• Serve as the primary contact for assigned clients, providing consultative support and nurturing long-term relationships.
• Lead open enrollment strategy and execution, including employee presentations, client education, and ongoing policy administration.
• Partner with Producers, Benefit Consultants, and internal teams to deliver optimal solutions and service.
• Review client documents, contracts, and proposals for accuracy and conformity.
• Prepare renewal analyses, contribution modeling, benchmarking, and periodic claims reporting for self-funded clients.
• Identify opportunities for cross-sell or new business within existing accounts.
• Coordinate internal workflows, manage RFP processes, and ensure timely completion of submissions to carriers.
• Stay current on industry trends, attend training programs, and contribute to team knowledge.

• Quoting of new customer policies, manage remarketing, review, and requoting of renewals, ensuring thorough documentation of all actions and correspondence within the management system.
• Process and collect insureds payables, including the creation and management of premium finance agreements.
• Maintain and update account information in the management system, including coverage details and premium adjustments.
• Identify opportunities to expand client portfolios by recommending additional insurance products to round out accounts.
• Review and process policy endorsements and cancellations promptly and accurately.
• Handle certificate processing and mortgagee change requests to maintain compliance and customer satisfaction.
• Review and respond to underwriting memos, coordinating with underwriters to resolve outstanding issues.

• Market client accounts to negotiate and secure the most appropriate insurance coverage for both new and renewal business.
• Serve as the primary contact for clients, responding to inquiries, explaining coverages and premiums, and facilitating claims between clients and adjusters.
• Maintain strong carrier relationships to obtain quotes, binders, endorsements, and related documents.
• Research and resolve moderate to complex service issues, including coverage questions and billing discrepancies, in a timely manner.
• Ensure account accuracy by maintaining up-to-date policy information in the agency management system, reviewing policies/endorsements, and handling contract and certificate compliance requests.
• Stay current on industry developments, including carrier underwriting appetites and pricing trends.

Executive Assistant

• Greet and assist visitors in a professional and friendly manner.
• Manage incoming calls, emails, and correspondence, redirecting them as necessary.
• Monitor incoming and outgoing faxes, FedEx and USPS packages and mail.
• Maintain cleanliness and organization of the reception area, kitchens, and all other shared spaces around the office.
• Provide administrative assistance to executives and managers, including calendar management, travel arrangements, and expense reporting.
• Prepare and edit correspondence, reports, and presentations as required.
• Manage office and kitchen supplies and equipment, ensuring availability and functionality.
• Schedule and coordinate meetings, appointments, and conferences.
• Prepare meeting agendas, materials, and follow-up documentation as needed.
• Prepare binders, proposal booklets and tabs for account analysts and managers.
• Arrange for catering and logistics for meetings and events.
• Maintain and update contact lists, databases, and filing systems.
• Run and send Motor Vehicle Records, Certificates of Insurance and Auto ID Cards
• Manage confidential information with discretion and integrity.
• Collaborate with other administrative staff to ensure seamless office operations.
• Assist with special projects and initiatives as assigned.

Operations

• Answer and direct incoming phone calls to the appropriate departments or personnel.
• Receive, sort, and distribute incoming mail and correspondence; process outgoing mail promptly.
• Distribute Agency emails and carrier notices to appropriate recipients.
• Assist with facilities and vendor management, including supply ordering and maintenance coordination.
• Track and distribute online quote requests and create prospect accounts in the Agency Management System (AMS).
• Perform audits and reviews of new business reports to ensure accuracy and compliance.
• Manage and distribute policy renewal and expiration reports.
• Participate in various agency projects as needed or assigned.

Operations Assistant

• Identify, qualify, and pursue new business opportunities through targeted outreach and networking.
• Build and maintain strong client relationships, serving as their trusted advisor on commercial insurance needs.
• Assess client operations and exposures to recommend tailored coverage strategies.
• Collaborate with underwriters and carriers to place new and renewal policies that align with client objectives.
• Identify and pursue cross-line opportunities to deepen account value and service.
• Present quotes, negotiate terms, and close deals while meeting or exceeding performance targets.
• Evaluate client agreements for insurance implications and recommend risk-mitigation strategies.
• Ensure a high level of service and retention through ongoing account monitoring and client support.
• Assist clients with claim reporting and follow-up to ensure timely and fair resolutions.
• Stay attuned to industry trends, carrier appetite shifts, and competitor movements.

Commercial Lines Account Executive

Customer Support

• Answer and route incoming phone calls to the appropriate personnel
• Provide basic assistance to clients via phone, email, or in person (no coverage advisement)
• Track and distribute requests, set up prospect/client files and enter data into the Agency Management System (AMS)
• Prepare and organize documents and correspondence for agent review, ensuring accuracy
• Verify, enter and update client information and policy details in the Agency Management System
• Distribute Agency emails and carrier notices to appropriate recipients
• Assist with processing certificates of insurance and policy endorsements after approval from a licensed agent
• Enter quote details into rating platforms as directed
• Work closely with agency producers, account managers and virtual assistants to support daily workflow
• Participate in general administrative tasks and assist with agency projects as needed

Senior Client Care Specialist

Internal Sales, Retention Specialist

Senior Benefits Account Manager

Client Care Specialist – Intermediate

Commercial Lines Account Manager

Personal Lines Account Executive

Employee Benefits Account Manager

Personal Lines Account Manager

Employee Benefits Account Manager

Commercial Lines Account Manager

Personal Lines Account Manager

Executive Assistant

Operations Assistant

Commercial Lines Account Executive

Admin Support Specialist