5+ years customer service experience in insurance industry
Active Property & Casualty license preferred
Minimum 3 years' experience with complex commercial accounts
Strong knowledge of construction insurance programs and coverage
Excellent communication, analytical, and organizational skills
Responsibilities
Provide exceptional service to complex middle market construction clients
Resolve challenging customer service issues with construction-specific knowledge
Serve as primary point of contact for assigned construction accounts
Build strong relationships by understanding client challenges and risk profiles
Collaborate with internal teams to implement tailored insurance solutions
Oversee client onboarding and ensure coverage compliance
Coach junior team members in construction risk management practices
Benefits
Flexible hybrid work environment
Opportunities for professional development and mentoring
Access to advanced technology and customer service tools
Supportive team culture focused on client success
Full Job Description
Job Description
#LI-KW1 #LI-Hybrid
Responsibilities
Essential Functions and Primary Duties
Provide exceptional service delivery to an assigned portfolio of complex middle market construction clients, addressing their unique insurance needs and risk exposures within the industry.
Resolve the most challenging and complex customer service issues directly, leveraging deep knowledge of construction-specific coverages such as builder's risk, general liability, contractor's equipment, and surety bonds.
Serve as the outward-facing, dedicated resource for assigned construction accounts, maintaining direct client relationships and acting as the primary point of contact for all day-to-day and overall service needs (not a call center role).
Build and nurture strong relationships with clients in the construction sector, understanding their operational challenges, contractual obligations, and evolving risk profiles.
Represent clients internally and collaborate with underwriting, claims, risk management, and other cross-functional teams to implement tailored insurance solutions, manage projects, and address ongoing service needs.
Escalate client concerns when appropriate, ensuring timely and effective resolution to uphold the highest standard of client satisfaction.
Maintain data integrity and quality with all applicable software and reporting systems on a timely basis, including project schedules, certificates of insurance, and endorsements.
Take a lead role on designated renewals, preparing comprehensive renewal information, gathering exposure data, and presenting tailored insurance solutions to clients.
Work alongside senior staff to develop high-quality communication materials, stewardship reports, and educational resources customized for construction clients.
Oversee new client onboarding, renewal processes, and client meetings, ensuring all coverage, compliance, and contractual requirements are met.
Establish and preserve strong business rapport with construction-focused insurance carriers, brokers, and vendors.
Advise clients on applicable legislation, safety regulations, industry standards, and market trends affecting construction insurance programs.
Identify opportunities for additional lines of coverage or enhancements, such as pollution liability, professional liability, and wrap-up programs.
Coach and mentor less experienced client service staff, sharing expertise in construction risk management and account servicing.
Perform additional responsibilities as assigned.
Preferred Qualifications
Active Property & Casualty license highly preferred
Minimum 3 years' experience servicing complex commercial insurance accounts, preferably within the construction sector
Strong understanding of construction insurance programs, coverage requirements, and industry best practices
Excellent communication, analytical, and organizational skills
Qualifications
Minimum Qualifications
High School Diploma or GED required
More than 5 years customer service experience in the insurance industry required
Must maintain current required licenses and certifications relevant to field of expertise
Demonstrates the ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
Advanced customer service skills
Proficient use of applicable technology
Ability to work in team environment as well as independently
Must be able to travel based on client and business needs
