Client Services Representative

• Serve as the senior relationship lead for a curated portfolio of premier clients
• Deliver a concierge-level, white-glove experience
• Translate complex accounting and tax concepts into clear, confident communication
• Anticipate needs by deeply understanding each client’s business and financial landscape
• Coordinate seamlessly with internal teams to ensure consistent, high-quality execution
• Oversee onboarding and elevate the client journey from day one
• Protect the client experience with urgency, discretion, and professionalism
• Partner with leadership to continuously refine and elevate service delivery

Client Service Manager

• Demonstrates knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.
• Diagnose and resolve unique problems with hardware, software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot, inventory and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Installs/removes/configures hardware and software.
• Address user tickets within documented service levels
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Provide prompt and accurate feedback to clients and follow up with clients to ensure their systems are functional
• Ability to work independently or via a team collaboration process.
• Experience providing support via in-person, phone, or remote methods.
• Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
• Partners with end users to correlate business requirements to technology solutions (strong business acumen).
• Prioritize and manage several open issues at one time
• Properly escalate unresolved issues to appropriate internal teams
• Individual will have a primary support role. This includes after hour and weekend support as needed.
• Periodic travel to support business initiatives is required.

Senior Analyst, IT Client Services

• To manage accounts of multiple client service programs or single large national program;
• To maintain client, client broker and key vendor relationships;
• To manage program procedures and processes that impact customer satisfaction ensuring consistency in process within the account as well as client retention.
• Performs client renewal and Client Service Instruction preparation for assigned clients.
• Coordinates pricing and completes location coding parameters; prepares and distributes stewardship and other reports.
• Acts as primary client contact with focus on maintaining and improving overall customer satisfaction.

Client Service Manager – Casualty Claims Experience Required (Auto, GL, WC)

• Independently managing a portfolio of assigned clients
• Triaging client needs and acting as the first line of support for inbound requests
• Partnering with multiple departments across the entire organization
• Closing out all outstanding requests
• Ensuring client goals are met through proactive management and optimization, including regular client check-ins
• Providing on-going support for clients through the initiation and/or coordination of tasks across various divisions within the company
• Coordinating delivery of reporting to clients as needed
• Updating client records and maintaining internal systems
• Facilitating resolution of client service issues by clarifying issues/concerns and expediting resolution
• Demonstrating flexibility to adapt to ever-changing business environments and varying priorities
• Providing feedback and recommendations to management by consistently collecting information and analyzing client needs

Client Services Associate

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Identify inefficiencies in workflows, documentation, and system configurations
• Act as a liaison between Support and internal operational teams

Client Support Manager

• Works closely with advisors, line-of-business specialists, and dedicated client servicing professionals to analyze client data, evaluate needs, and help create effective risk management solutions designed to meet clients’ financial goals
• Prepares premium allocations
• Prepares and updates draft renewal proposals
• Prepares documents for presenting risks to market
• Prepares applications, summaries of insurance, and other coverage related documents
• Assists client service teams in the preparation of presentation materials
• Analyzes and summarizes complex data and compiles reports without supervision
• Records data into appropriate insurance company and firm software programs
• Processes complex audits and complete audit worksheets
• Reviews contract requirements for complex cert requests
• Reviews quotes in depth
• Quotes flood and builder's risks policies as requested by an Account Manager
• Handles processed based quoting for assigned book i.e. NFIP, bonds, small builder's risk
• Handles the renewing of bonds and flood policies
• Identifies and follow up on binding subjectivities
• Trains and mentors other Analysts
• Completes special projects as assigned
• Looks for opportunities to improve the firm, business segment and processes
• Brings issues and discrepancies to the attention of appropriate leadership

Senior Client Service Specialist, Commercial Risk

• Assist financial advisor(s) in servicing clients, including preparing financial plans, conducting investment research, and processing trades and transactions.
• Support client interactions by communicating with advisors, bank partners, and clients via phone and email.
• Prepare for and follow up on client meetings, including scheduling, confirming, entering data into CRM, building agendas, and summarizing meetings.
• Ensure new business is processed efficiently by preparing documentation, obtaining signatures, submitting paperwork to the home office, and tracking insurance applications and rollovers.
• Support client acquisition efforts, including managing referrals, maintaining CRM/referral tracking, coordinating marketing events and seminars, and following up with prospects.
• Perform general administrative and operational duties such as answering phones, preparing client correspondence, processing expenses, maintaining client files, and supporting account setup and alerts.

Client Service Associate – Managed Program

• Set the tone for the practice as we build and maintain each customer's trust and confidence.
• Responsible for pivoting around which the hospital operates.
• Handle customer inquiries and provide exceptional service.
• Perform tasks related to customer interaction, payments and service recommendations.

Client Service Representative

• Partner with Risk Advisors on assigned book of business, manage day-to-day service processes and outputs, support a variety of strategic, client-facing initiatives, and run point on each client’s renewal cycle, ensuring a positive and productive client experience.
• Maintains effective and positive relationships with clients. Serves independently in a client-facing capacity on matters of moderate importance and complexity.
• Facilitates the timely and accurate flow of information between clients, and Risk team members, keeping all parties informed.
• Handles client open items lists and responds to client ad-hoc requests.
• Gathers and analyzes data and drafts assigned elements of stewardship reports and other convincing presentations tailored to the needs of the audience and the circumstances of the presentation.
• Actively supports and monitors the renewal process, engaging with account team members as necessary. May draft quote comparisons and is responsible for saving down binders, policies, and endorsements.
• Receives and handles routine and sophisticated coverage inquiries.
• Serves as key client liaison for items such as certificates, auto IDs, location additions, invoices, Worker’s Compensation posting notices, allocations, premium finance agreements, summaries of insurance, and policy transmittals.
• Monitors and follows-up on invoice generation, fee agreements, receivables, and collections. Addresses and resolves problems.
• Ensures tools are understood and used. Performs related duties as assigned.

• Be the primary point-of-contact for enterprise-related customer inquiries coming through support channels.
• Monitor, triage, and manage the Enterprise support inbox and ticket workflow to ensure timely responses and resolution.
• Troubleshoot and resolve first line issues raised by enterprise hospital groups and administrators.
• Escalate complex issues to the appropriate Enterprise Account Manager or internal team while providing clear context and documentation.
• Maintain queue health by ensuring proper ticket routing, tagging, prioritization, and follow-up.
• Partner with Customer Support and internal teams to resolve issues without unnecessary escalation to Account Managers.
• Maintain internal trackers and documentation related to enterprise accounts and follow-up actions.
• Investigate complex scenarios by reviewing past tickets, notes, and internal data to provide clear summaries and recommended next steps.
• Coordinate cross-functional support with teams such as Operations, Product, Billing, and Customer Support when needed.
• Maintain Hubspot to ensure all client communications and support tickets are documented appropriately.
• Track and report on enterprise support trends, ticket themes, and recurring issues.

Senior Client Support Enterprise Specialist

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Manage relationships for a portfolio of small to mid-tier small and medium-sized business accounts to support client satisfaction, retention, and growth.
• Resolve simple client inquiries directly and coordinate with internal teams to facilitate resolution of moderate to complex issues.
• Educate clients on products, reporting, self-service tools, and relevant industry information to support effective platform use.
• Monitor account health, review portfolio performance, and create customized business reviews that illustrate financial performance, card volume trends, and industry comparisons.
• Maintain accurate and current client records, including contract details, communication logs, and product matrices.
• Identify opportunities to increase penetration of products and services across multi-product client environments.
• Communicate clearly with clients regarding pricing models, funding, compression management, and issue resolution status.

Client Support Tier 2 – Senior Associate

• Leads, manages, and oversees underwriting and service operations delivering outsourced insurance solutions on behalf of multiple carrier partners across commercial and personal lines of business.
• Provides strategic and operational leadership to underwriting and call center teams with a strong focus on underwriting excellence, profitability, and execution accuracy.
• Responsible for managing carrier relationships, operational performance, and financial outcomes, including accountability for P&L performance, underwriting quality, and achievement of contractual service standards.
• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.

Director, Underwriting – Client Services, P&C

• Drive strategic partnership and operational excellence across key accounts
• Oversee account planning, forecasting, and execution
• Ensure operational rigor and quality, identifying and implementing solutions proactively
• Support advancement of the Publications Center of Excellence
• Guide account leaders in building strong business plans
• Lead, mentor, and develop senior account leaders

Associate Vice President, Client Services – Publications

• Serve as a primary strategic partner to senior client stakeholders, influencing brand vision.
• Lead and support high-performing account teams, ensuring clear roles and strong collaboration.
• Oversee integrated business planning, forecasting, and alignment across multiple portfolios.
• Establish success metrics and champion continuous optimization through data-driven insights.
• Mentor senior account leaders, fostering a culture of high performance and talent development.
• Direct large-scale budgets, staffing models, and resource allocation for profitability.
• Partner with internal and client teams to uphold medical, legal, and regulatory standards.
• Identify and lead organic growth opportunities and spearhead new business efforts.
• Support activities that promote the Biotech Center of Excellence and translate agency capabilities.

Vice President, Client Services – Biotech

• Define and lead enterprise-level strategies that advance client objectives and position the organization as a market leader
• Serve as a primary strategic partner to senior client stakeholders
• Translate market trends, competitive intelligence, and performance analytics into strategies
• Oversee integrated business planning, forecasting, and alignment across multiple portfolios
• Establish success metrics and optimization through data-driven insights
• Mentor senior account leaders and foster a culture of high performance
• Direct large-scale budgets, staffing models, and resource allocation
• Partner with internal and client teams to uphold medical, legal, and regulatory standards
• Identify and lead organic growth opportunities

Vice President, Client Services – Promo

• Develop a thorough understanding of our business, products and services.
• Consistently deliver a high level of proactive client service in a professional manner.
• Develop effective working relationships with team and internal departments to deliver effective service for our clients.
• Provide thorough, high quality research, problem solving and issue resolution.
• Weigh client perspective and business needs when addressing issues and identifying potential solutions.
• Successfully identify, record, monitor, and close items for assigned clients.
• Ensure inquiries and issues are resolved and service levels are met.
• Provide clients and advisors clear and concise communication regarding services, execution and resolution throughout the service cycle.
• Help drive increases in client retention by reacting appropriately to client communications and activities.
• Achieve individual and team goals for service levels, growth and retention for assigned book of business.
• Prioritize activities and manage time to effectively and efficiently provide quality client service to our partners and clients.
• Respond to inquiries on the status of plan activity (compliance testing, quarterly statements, RMDs, etc.).
• Produce, analyze, and distribute reporting on a regular basis to achieve individual and team goals.
• Support the sales team in their efforts to attain more business. Provide references as requested.
• Perform other duties and participate in special projects as assigned.

Account Executive, Client Services – Retirement

• Serve as a day-to-day point of contact for clients and supporting ongoing communication and service needs
• Coordinate logistics for client meetings, litigation reviews, and educational trainings/webinars
• Track and manage action items, and follow-ups to ensure timely completion
• Support implementation and adherence to client service instructions and reporting requirements
• Act as a problem solver for any client service disruptions
• Focuses on building a relationship at every “touch-point”
• Act as a central point of contact for attorneys for client-related service needs and internal requests
• Coordinate with internal departments (billing, calendaring, HR, IT, operations) to resolve issues impacting service delivery
• Assist attorneys with administrative or operational needs tied to client expectations (reporting, presentations, data requests)
• Support execution of client-specific initiatives, including presentations, training, settlement days and process rollouts
• Assist in developing and maintaining client-facing materials such as reports, presentations, and status summaries
• Monitor progress of ongoing projects and ensure alignment with timelines and expectations
• Identify service gaps, communication breakdowns, or operational inefficiencies – act as a problem solver - escalate as needed
• Proactively follow up on outstanding items to ensure resolution and client satisfaction
• Maintain visibility into client activity to support consistency in service delivery across attorneys and offices

Client Services Manager

• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Leads the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
• Carries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development.
• Possesses a clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Receives and resolves escalated problems as needed for underwriting and service operations.
• Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
• Partners with Human Resources to hire, train and develop a high-performance service center team.
• Assists the senior management team with the implementation of new program management companies and internal functions.
• Directly supervises more than two (2) employees in the Call Center and underwriting operations.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

• As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K clients.
• Partner with Managing Directors and Product Management to implement new products, services, and features.
• Work closely will specialized operational groups to implement plan provisions, problem solve issues, and deliver outstanding service.
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
• Manage plan administration to perform to standards and performance guarantees.
• Raise and participate in the resolution of service issues appropriately within the organization.
• Utilize deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management.
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates.

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