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.
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