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Client Service Manager II - Premier

Company: Gallagher
Location: Tacoma
Posted on: May 17, 2022

Job Description:

Gallagher is a global leader in insurance, risk management and consulting services. We help businesses grow, communities thrive and people prosper. We live a culture defined by The Gallagher Way, our set of shared values and guiding tenets. A culture driven by our people, over 30,000 strong, serving our clients with customized solutions that will protect them and fuel their futures. Job Summary: The Client Service Manager II is accountable for delivering high quality and efficient service to both internal and external clients through the day-to-day account management of an assigned group of Premier Personal Lines accounts within a Zone. This role reports directly into either the Zone Client Service Director or the Premier Client Service Supervisor. The Client Service Manager II directly contributes to key business outcomes such as client retention, client satisfaction, enhancing AJG's value to our clients and prospects, achieving operating/margin targets and fostering a culture of performance and continuous improvement. Primary Areas of Focus:

  • Delivers high quality client service consistent with AJG operational standards and practices --- Manages an assigned book, but also provides support to their peers' accounts, as necessary, in a pooled environment.
  • Responsible for meeting assigned monthly sales goal.
  • Supports the business priorities of Branch Managers, Production team members and the Client Service function
  • Consistently achieves or exceeds operational productivity and performance metrics
  • Successfully and profitably manages an assigned group of client accounts
  • Builds relationships with existing clients by providing exceptional ongoing customer care
  • In partnership with the Production team, takes a leadership role in the renewal process, ensuring that the best possible solution is delivered to the client in a high-quality and timely manner
  • Secures existing business and drives the sale of additional services and lines of coverage
  • Cultivates relationships with the buyer in the client organization as well as with day-to-day client representatives and buyers
  • Resolves issues quickly in a manner that's appropriate for both the client and the Branch
  • Establishes effective relationships with markets, knowing which markets to use for certain risks, etc.
  • Manages to defined service timelines and processes
  • Leverages systems, services and resources to execute work as effectively and efficiently as possible
  • Supports one or more Producers and/or Account Executives and is the first line of contact when the Producer or Account Executive is not available
  • Leads appropriate resources to address the client's risk management needs --- Escalates issues to Client Service Director or Client Service Supervisor as appropriate
  • Coaches Client Service Associates through continuous learning, honest feedback, and strong talent development
  • Executes on best practices, processes, leveraging existing systems and shared services
  • Conducts periodic audits to ensure compliance to standards and service levels; Consistently adheres to service timelines and professional standards Required:
    • Bachelor's degree with 3+ years client service and/or claims management experience -OR- High School degree/GED with 8+ years client service and/or claims management experience.
    • Property & Casualty Insurance License.
    • Proficiency in Microsoft Office.
    • Able to travel up to 25% of the time Preferred:
      • Strong written and verbal communication skills
      • Proficient in using technology as a tool to maximize productivity and quality
      • Previous experience managing client relationships
      • Insurance knowledge - P&C experience preferred U.S. Eligibility Requirements:
        • Interested candidates must submit an application and resume/CV online to be considered
        • Are you 18 years of age or older or can you demonstrate legal capacity to enter a contract?
        • Must be willing to submit to a background investigation; any offer of employment is conditioned upon the successful completion of a background investigation
        • Must have unrestricted work authorization to work in the United States. For U.S. employment opportunities, Gallagher hires U.S. citizens, permanent residents, asylees, refugees, and temporary residents. Temporary residence does not include those with non-immigrant work authorization (F, J, H or L visas), such as students in practical training status. Exceptions to these requirements will be determined based on shortage of qualified candidates with a particular skill. Gallagher will require proof of work authorization
        • Must be willing to execute Gallagher's Employee Agreement or Confidentiality and Non-Disclosure Agreement which requires, among other things, post-employment obligations relating to non-solicitation, confidentiality and non-disclosure Gallagher offers competitive salaries and benefits, including: medical/dental/vision plans, life and accident insurance, 401(K), employee stock purchase plan, educational expense reimbursement, employee assistance program, flexible work hours (availability varies by office and job function) training programs, matching gift program, and more. Gallagher believes that all persons are entitled to equal employment opportunity and does not discriminate against nor favor any applicant because of race, sex, color, disability, national origin, religion, creed, age, marital status, citizenship, veteran status, gender, gender identity / expression, actual or perceived sexual orientation, or any other protected characteristic. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant with a disability, unless the accommodation would impose an undue hardship on the operation of our business. #LI-JC1 #PLLP22Additional Information

Keywords: Gallagher, Tacoma , Client Service Manager II - Premier, Executive , Tacoma, Washington

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