Senior Client Service Representative at Gibson… · Cockeysvi…

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.