Manager, Client Experience

The Manager, Client Experience is responsible for overseeing the delivery of high-quality insurance brokerage services to clients. They serve as the a critical point of contact for clients, managing relationships and ensuring customer satisfaction, while also supporting the sales and marketing efforts of the firm. Possession of RIBO licence is a requirement.

Duties and Responsibilities

• Serve as the primary point of contact for clients and markets offering assistance, as needed;
• Manages and cultivates strong relationships between markets and clients, ensures submissions are complete, accurate, and presented professionally;
• Highly responsive to client needs, including answering calls and returning messages before the end of each business day, and responding to emails within the next business day;
• Ensures all data requests from clients and markets are met on time;
• Prepares quotes and proposals, works with policies with higher limits, number of exposures and customization with minimal supervision;
• Executes the market strategy, negotiates insurance terms, solicits options, and suggests alternative structures;
• Supports and assists in the advancement of the Associate, Client Experience;
• Organizes and maintains a calendar of renewals, expiries;
• Oversees billings and payment collections to ensure they are received by the deadlines;
• Completes additional sales, negotiation, or prospecting skills training to improve on the job performance;
• Follows regulatory affairs, competitive market, and legal frameworks to ensure the company operates in compliance with regulations and laws;
• Meets or exceeds regulatory requirements for continuing education, and ensures all licenses are in good standing, and successfully renewed in order to transact business;
• Mitigates or controls potential risks effectively, protecting the company from harm; and
• Other duties as assigned.

Minimum Requirements

• Bachelor's Degree in Business Management, Accounting or a related field;
• Possession of RIBO licence
• Minimum Three (3) years' of broking experience;
• Completed or actively pursuing the CIP designation;
• Sales-oriented mindset;
• Ability to work collaboratively in a team environment;
• Strong interpersonal skills to influence others without authority;
• Demonstrated ethical decision-making abilities;
• Effective at building and maintaining relationships;
• Proficient conflict resolution and management abilities.

Key Relationships

• Internal: Executive, Colleagues, Support Staff
• External: Clients, Insurance Companies, Underwriters, Claims, Engineers & Consultants

Working Conditions

• Connect and network with key contacts at industry functions;
• Work normal business hours but may be required to do some work in the evenings or outside normal working hours;
• Able to work on a computer for long periods of time;
• Required to work in a busy, open area office;
• Required to spend long hours concentrating which will require attention to detail and high levels of accuracy;
• Required to meet a number of deadlines.