Senior Client Service Representative

About this role

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
Required

• 3–5+ years of commercial insurance experience.

• Appropriate insurance licensing.

• Strong communication, organization, and analytical skills.

• Proficiency in Microsoft Office.

Preferred

• Experience with Applied EPIC.

• Bachelor’s degree in business or related field.

Key Competencies

• Ownership & Accountability

• Client Focus & Service Excellence

• Collaboration & Communication

• Process Improvement & Efficiency

• Problem Solving & Critical Thinking

Compensation
The base salary range for this position is $50,000 to $75,000 annually. Individual compensation will be determined based on a variety of factors including relevant experience, skills, education, and internal equity.
Originally posted on Himalayas