Client Relations Coordinator

POSITION SUMMARY:

The Client Relations Coordinator will foster and support our producer relationships from our direct and program business, from appointment through termination. She/He will be responsible for all producer-related activities, including addressing all inquiries, setting up and maintaining contractual data, and managing our internal compliance management software. She/He will collaborate closely with the Manager – Legal Operations & Contracts, bringing a forward-thinking approach to the role and identifying opportunities to streamline processes and optimize the agent/agency’s experience.  

RESPONSIBILITIES:

1.Relationship Management

• Develop and maintain relationships with independent agents and agencies, program partners, and direct business teams
• Review, research, respond to, and/or escalate inquiries for prompt resolution
• Provide ongoing technical support and training to internal and external customers
• Document interactions in CRM 

2. Producer Onboarding

• Manage manual and automated appointments for agents/agencies for direct and partner business
• Review applications and supporting documentation for accuracy and completeness and follow up with the principal as needed to resolve problems associated with incomplete onboarding packets
• Assist producers with intake within Producer Express and resolve system issues, including managing multiple error queues

3. Producer Maintenance

• Review, initiate, and coordinate all necessary changes resulting from agency sales, mergers, and acquisitions
• Timely renew annual appointments, to include producer verification and invoice reconciliation and payment
• Process producer terminations, ensuring all databases are updated 
• Routinely audit producer information to ensure accuracy of single source of truth

4. Systems Maintenance

• Assist with and participate in the implementation of new technology platforms and/or modifications to existing applications, including Salesforce, Vertafore/Sircon, PowerBI, Great Plains, and Origami
• Spearhead reconfiguration of workflows, clean-up of producer data, and integrations between our compliance management software and other applications
• Manage dedicated mailbox
• Maintain a repository of contractual templates and related documents

5. Subject Matter Expertise

• Maintain active knowledge of requirements and compliance for insurance producers across all states and lines of business
• Maintain, update, and recommend changes to policies, processes, and procedures for all aspects of producer relations, partnering with downstream departments to consistently drive efficiency and optimal service levels
• Collaborate with other teams/departments to ensure customer needs are understood and met
• Collaborate as requested with Marketing and Underwriting on agency-facing communications

6. Accounts Payable

• Promptly reconcile and remit payment for monthly and annual invoices related to appointments, renewals, and software expenses

7. Reporting

• Verify producer information (e.g. licenses, qualifications) via third-party systems for internal and external customers
• Support annual premium tax reporting through the preparation of appointment transaction summaries by state and carrier
• Compile ad hoc reports, as needed

8. Miscellaneous 

• Perform other activities, duties, and assignments, including administrative support for the broader legal team, as needed or requested
• Support and manage ad hoc projects and efforts to achieve department and company goals

MINIMUM QUALIFICATIONS:

• Working knowledge of insurance producer/agency operations, including corporate and state policies regarding appointments.
• Proficiency in a Windows environment, including Outlook and Excel required; experience with Vertafore/Sircon, Salesforce, Concur, Origami, and PowerBI is preferred.
• Ability to prioritize and complete multiple tasks efficiently and accurately to manage competing deadlines independently in a confidential, fast-paced, fluid environment.
• Ability to present complex topics and related materials to internal and external parties in a pleasant, professional manner and enhance the appeal and reputation of the organization as a knowledgeable and service-oriented partner.
• Attention to detail and demonstrated commitment to thoroughness, timeliness, and accuracy.
• Ability to define problems; collect, analyze, and interpret information; establish facts; draw valid conclusions; and recommend timely, logical solutions.

CONFIDENTIAL INFORMATION:

All information (written, verbal, electronic, etc.) an employee encounters while working at the Company is considered confidential. Reference corporate policies, guidelines, and applicable laws. 

WORKING CONDITIONS:

This is a full-time position with benefits. This role routinely uses standard office equipment and requires the physical demands of a normal office position.  

DISCLAIMER:

This job description is not a contract of employment. It represents the job’s minimum requirements and includes the major responsibilities but not all responsibilities. Trean Corporation will change and update this job description, as necessary.