Senior Client Representative

Senior Client Representative Commercial Job Description

Position Summary

The Senior Client Representative (SCR) serves as a primary point of contact for clients managing ongoing service needs policy changes and client communications. This role is responsible for delivering high-quality compliant service while supporting account teams in achieving client retention satisfaction and growth. The role is both operational and hands-on with increasing responsibility for complex accounts mentorship and leadership support.

Key Responsibilities

Functional Leadership & Ownership

• Owns and manages client service lifecycle including renewals changes and ongoing service needs.
• Acts as subject matter expert for client accounts and insurance policies.
• Maintains accountability for accuracy compliance and documentation across all service activities.

Hands-On Execution & Delivery

• Processes policy changes endorsements and documentation through carrier portals and EPIC system.
• Prepares submissions certificates summaries and client deliverables.
• Reviews policies and renewals for accuracy prior to delivery.
• Handles billing processes cancellations reinstatements and audits.

Reporting Quality & Operational Support

• Maintains accurate client data in EPIC including coverage limits and endorsements.
• Tracks activity deadlines and outstanding items ensuring timely completion.
• Ensures high-quality service delivery aligned to E&O and compliance standards.

Cross-Functional Partnership & Integration

• Collaborates with Client Managers Executives and internal departments.
• Communicates client needs risks and opportunities to account teams.
• Supports claims reporting and coordination with carriers and internal teams.

Growth Change & Special Initiatives

• Supports onboarding training and mentorship of junior team members.
• Identifies cross-selling opportunities and contributes to account growth.
• Participates in operational improvements and strategic initiatives.

Process Improvement & Best Practices

• Continuously improves workflows and service efficiency.
• Maintains awareness of industry regulations and best practices.

Senior-Level Expectations

• Demonstrates leadership professionalism and role-model behavior.
• Handles complex accounts independently.
• Mentors and develops junior staff.
• Consistently exceeds performance expectations and service metrics.

Management Responsibilities

• Oversees Client Representatives and Administrative support staff.
• Manages workflows productivity and service standards.
• Supports hiring onboarding and performance management processes.
• Coordinates with HR Accounting IT and leadership teams.

Accountability

• Deliver accurate timely and compliant client service.
• Maintain strong client relationships and satisfaction.
• Ensure data integrity and operational excellence.
• Support team collaboration and continuous improvement.

Qualifications

• 35 years of commercial insurance experience.
• Appropriate insurance licensing.
• Strong communication organization and analytical skills.
• Proficiency in Microsoft Office.

Preferred

• Experience with Applied EPIC.
• Bachelors degree in business or related field.

Key Competencies

• Ownership & Accountability
• Client Focus & Service Excellence
• Collaboration & Communication
• Process Improvement & Efficiency
• Problem Solving & Critical Thinking