Client Service Specialist

We are seeking a Client Service Specialist in Charlotte, NC with a hybrid work schedule.

The Client Service Specialist provides day-to-day client service and account support for Howden US Retail clients. This role supports the end-to-end insurance lifecycle, including onboarding, policy servicing, renewals, endorsements, certificates of insurance, audits, billing support, and account administration activities.

Operational Responsibilities

• Support clients throughout the policy lifecycle, including onboarding, policy changes, endorsements, renewals, audits, and account servicing activities.
• Prepare, review, and process evidence of coverage requests, binders, endorsements, and other insurance documentation.
• Maintain accurate client and policy information within Applied Epic and other agency management systems.
• Respond to client, carrier, and internal stakeholder inquiries in a timely, professional, and customer-focused manner.
• Coordinate with carriers and internal teams to ensure servicing requests are completed accurately and within expected timelines.
• Review documentation for completeness and accuracy, ensuring compliance with internal quality and documentation standards.
• Escalate complex servicing issues, coverage concerns, or process exceptions to the appropriate internal resources.
• Support billing inquiries and assist with carrier and client communications related to policy servicing needs.
• Respond to business and customer requirements with agility, professionalism, and sound judgment while upholding the highest ethical standards in all interactions.

Reporting & Projects

• Maintain complete, accurate, and up-to-date records within agency management systems.
• Support reporting, audit preparation, data validation, and account administration activities as required.
• Manage assigned workload and servicing priorities to ensure timely completion of tasks.
• Support assigned initiatives and contribute to process improvement efforts focused on service quality, efficiency, and client experience.
• Participate in testing, training, and adoption of new technologies, workflows, and operational enhancements.
• Bring a forward-thinking mindset to daily work, proactively identifying opportunities where automation and technology can elevate service delivery.
• Contribute to automation tool development by helping define business requirements and participating in User Acceptance Testing (UAT), supporting the transformation of how the team works.
• Respond to client service inquiries promptly and in accordance with established service-level expectations.

Compliance, Governance & Market Awareness

• Ensure compliance with company policies, procedures, and all applicable legal and regulatory requirements.
• Maintain the confidentiality and integrity of client information and records.
• Stay informed of relevant insurance market developments, carrier requirements, and operational best practices affecting the role and business.
• Consistently follow established documentation, quality-control, and compliance standards.

Qualifications:

• Working knowledge of commercial insurance servicing processes, including policy administration, endorsements, renewals, certificates of insurance, and client account maintenance.
• 4+ years of experience in insurance client service, account support, policy administration, operations, or a related insurance role.
• Experience using Applied Epic or another agency management system is highly desirable.
• Strong attention to detail with the ability to manage multiple priorities while maintaining quality and accuracy.
• Client-focused professional with a commitment to delivering exceptional service and support.
• Strong organizational and time-management skills with the ability to meet deadlines in a fast-paced environment.
• Analytical and problem-solving skills with the ability to identify issues, recommend solutions, and escalate appropriately.
• Clear and professional verbal and written communication skills.
• Collaborative team player who works effectively across departments and supports shared business objectives.
• Self-motivated with a proactive approach to learning, development, and continuous improvement.
• Curious and forward-thinking, with an interest in automation and technology, and a willingness to contribute to tool development, requirements, and UAT testing.
• Proficient in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint.
• Property & Casualty license preferred, or willingness to obtain one within a defined timeframe.

Compensation and Benefits

• The expected base salary range for this role is $60,000 - $80,000; actual base salary will be determined based on factors including candidate experience and work location.
• In addition to a competitive base salary, employees are eligible to receive a discretionary bonus.
• Howden also offers a variety of benefits and programs, subject to eligibility, including:
• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts
• 401(k) retirement plan
• Flexible Paid Time Off and paid parental leave
• Life and Disability insurance