Client Success Specialist, Commercial Risk-Middle Market
On-siteAtlanta, Georgia, United States
Job Summary
Manage and coordinate core policy renewal lifecycle processes, including renewals, exposure data management, compliance activities, and implementation using commercial insurance knowledge and professional judgment. Navigate complex service situations by coordinating across Client Relationship Managers, clients, internal colleagues, and third-party partners to resolve escalated issues and drive the "Peace of Mind" timeline. Independently lead process execution, identify root causes of discrepancies, and prepare external communications such as renewal materials and coverage summaries. Partner with shared services and vendors to ensure accurate recordkeeping and support retention of the assigned book of business while participating in renewal calls and client meetings.
Required Qualifications
- Bachelor's degree in business, finance, insurance, or a related field preferred
- 1-3+ years of commercial insurance experience in a brokerage, carrier, or other client service role
- Must hold or obtain and maintain all required insurance licenses for the role and jurisdictions served (e.g., applicable Property & Casualty insurance licenses)
- Strong verbal and written communication skills; capable of preparing clear external communications
- Microsoft Office skills, particularly Excel (e.g., use of formulas, lookups, pivot tables, data validation) and proficiency in Word and PowerPoint for client-ready materials
- Familiarity with commercial insurance processes and renewal workflows with continued skill development expected
- Previous experience working with offshore teams or shared service centers is preferred
- Comprehensive understanding of commercial insurance workflows and renewal processes, enabling the employee to exercise independent judgment—evaluating and choosing among alternative courses of action—to achieve accurate and timely client outcomes
- Technical knowledge of commercial insurance coverages, policy checking, and the submission process
- Applies attention to detail with ability to audit and refine technical documents for accuracy
- Proficiency in Agency Management Systems (e.g., Applied Epic), Microsoft Excel, AI-enabled tools, and digital workflow platforms
- Ability to manage workflows across different time zones and delivery models and knows how to organize people, tasks and activities
- Readily takes on new challenges with a sense of urgency and high energy; steps up to handle tough issues
- Builds partnerships and works collaboratively with others (both internal and external) to meet shared objectives
- Builds client relationships and delivers client-centric solutions that exceed expectations
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