• Client Service Representative - Surety

    Job Locations US-IL-Chicago | US-IL-Schaumburg
    ID 2019-1088
    Account Management
    Regular Full-Time
  • Overview

    The Client Service Representative is a team oriented person with a passion for delivering exceptional customer service on a daily basis. He or she performs transactions and tasks essential to managing efficient insurance, benefit and/or risk management programs. The Senior Client Service Representative executes policy and planchanges, provides evidence of insurance and helps to create proposals that exhibit complex programs in more easilyunderstood and comparative formats. He or she assists in keeping our client information up to date in our agency management system, facilitating a collaborative service experience and empowering our client portal. The Senior Client Service Representative works alongside the full account servicing team to answer questions, access and deploy resources,place coverage and negotiate terms and conditions on behalf of clients.



    • Support Account Managers, Producers, Account Executives and other internal department members to flawlessly execute Assurance service strategy for each client, designed to create measurable value and efficiencies in their businesses
    • Processes plan changes, as needed or requested by the client, checking for consistency and documenting in the appropriate system
    • Builds personalized client relationships through demonstrated understanding of the service plan and multiple channels of communication such as phone, email and in-person meetings
    • Leverages insurance knowledge and communication skills to explain coverage terms, program updates, and other items to clients as needed
    • Works with internal departments to ensure cohesiveness and timeliness of service execution
    • Manages time effectively to prioritize workload, client service requests and service parameters on business process



    • Collaborates with Supervisor and Client Service Director to increase efficiencies by offering and/or implementing new workflow suggestions
    • Provides ongoing support to mentor other Client Service Representatives through training on specific technical tasks, explaining coverage and offering direction to resolving unique client situations



    • Consistently follows client service workflows and appropriately engages internal resources such as process support team, procedure manuals and reporting tools to ensure efficiency and accuracy of execution
    • Accurately maintains complete client files including the clear documentation of account detail in agency management systems including policy information, activities, attachments and correspondence
    • Achieves desired levels of data completeness and process integrity by consistently meeting activity timeliness, quality metrics and goals



    • Responds to client coverage questions and supports the insured
    • Manages marketing of renewals for designated accounts with direction from the Account Manager or Producer/Account Executive, including reviewing quotes for accuracy, preparing the proposal, binding of renewals, and policy review
    • Navigates various online rating systems/carrier websites to procure quotes
    • Attends carrier meetings to expand and apply technical knowledge



    • Demonstrates knowledge and is comfortable analyzing more complex issues before escalating them to the Account Manager; such issues may include: policy coverage review, resolving coverage discrepancies with carrier and resolving contract requirement coverage gaps
    • Works with the client and carrier directly to resolve any coverage questions and executes to completion



    • Provides feedback and shares information at team meetings
    • Participates in ongoing scheduled meetings with service team to discuss accounts, renewals, service needs, service platform, etc.
    • Develops successful and effective working relationships with Producers, Account Executives, Account Managers, service team members, managers, carriers and members of other departments
    • Communicates effectively with Account Managers and provides timely and complete information to allow them to effectively manage service execution



    • Upon hire, Producers License for Fire/Casualty or Life/Health, as appropriate for role



    • BS/BA in Business, Insurance or related field
    • Intermediate skill level in Microsoft Office Suite
    • 1 or more years of insurance industry experience




    Assurance - In a Nutshell

    Founded: 1961

    Status: Fiercely independent insurance brokerage

    Locations: Headquartered in Schaumburg, IL with office locations in Chicago and the Mid-Atlantic

    Employees: 500+

    Clients: 6,000+ 

    Services: Business Insurance, Employee Benefits, Financial Services, Private Insurance, Surety

    Awards: Assurance is continually named a "Best Place to Work" by leading publications and organizations such as Fortune magazine, the National Association for Business Resources, The Chicago TribuneCrain's Chicago Business and Business Insurance magazine (check out all of our accolades).

    Culture: Our employees enjoy an environment that fosters success and creativity and provides countless opportunities for growth. We make sure our employees are happy and motivated by offering enviable benefits, rewards programs, celebrations, perks and a few surprises around every corner. Together, it all adds up to a company that develops and retains passionate individuals who deliver superior performance and measurable results to our clients.


    Fun Fact: 31% of Assurance experts agree the best Saturday Night Live skit of all time is "More Cowbell".


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