Client Relationship Manager

FLSA STATUS: Exempt

Join a Top Workplace and Make an Impact!

Diversified Insurance, a top workplace in 2023 and 2024, and a leader in innovative insurance solutions, is seeking a Commercial Lines Client Relationship Manager (CRM) to join our award-winning team. This role is essential in maintaining and expanding our client base, ensuring the highest level of service, and contributing to the overall growth of our company.

POSITION OVERVIEW: Builds and maintains strong client relationships by delivering both customized and standardized analysis reports, concierge-level service, and attentive support. As a primary professional liaison, this role plays a critical part in client satisfaction and the retention of assigned accounts.

ROLE MISSION:

This role cultivates enduring partnerships with clients by delivering proactive, personalized service and strategic insights that go beyond transactional support; serving as the trusted advisor and central point of contact for assigned accounts—ensuring client needs are anticipated, expectations exceeded, and loyalty earned.

DUTIES & RESPONSIBILITIES:

• Serve as the primary strategic point of contact for assigned clients, fostering strong, long-term relationships and ensuring high levels of satisfaction and retention.

• Collaborate with producers and client executives to prepare and present key client deliverables, including:

  • Annual stewardship reports

  • Mid-year and pre-renewal presentations

  • Financial and funding arrangement analyses

  • Monthly or quarterly loss experience reports (as applicable)

• Support the renewal marketing process by gathering necessary information, contributing to strategy, and presenting quotes and proposals to clients.

• Ensure timely and professional delivery of policy documents, providing clear explanations of coverage and ensuring all materials are accurate and comprehensive.

• Develop and maintain a proactive communication schedule with clients, including mid-term and off-cycle touchpoints to address claims, account changes, and other service needs.

• Monitor and manage accounts receivable, ensuring outstanding balances are resolved within 30 days.

• Coordinate internal and external resources on behalf of clients, including producers, risk management, technology, claims, and loss control teams.

• Participate in client meetings and coverage reviews, both independently and in partnership with producers and client executives.

• Collaborate with DII claims representatives, carriers, vendors, or TPAs to develop claims strategies and special handling instructions tailored to client needs.

• Adhere to DII procedures, workflows, and compliance standards.

• Exercise sound judgment and discretion in managing priorities and workload in a dynamic, client-focused environment.

• Verify coverage for third parties, including OCIP’s and Insurance Cost Worksheets. Provide copies of documents when requested in accordance with privacy rules.

• Assist with insurance requirements review as escalated from CSR. Provide consultation to clients regarding insurance program deficiencies.

• Assist with complicated accounting issues including payments, financing, cancellation/reinstatement, premium and commission discrepancies, and issues as escalated from CSRs.

• Assist with holding team members accountable, reinforcing the importance of meeting expectations and adhering to standards.

KEY ACCOUNTABILITIES:

• Leadership, Management, Accountability

• Renewal process must be completed on or before an effective date. The goal is to renew >92%.

• No accounts receivable over 30 days.

• Integrity Management-responsible for the process, procedures and data integrity of the team.

• Proposals should be done 2 weeks in advance of the renewal date.

KNOWLEDGE REQUIREMENTS:

• Deep expertise in commercial lines insurance, with comprehensive knowledge of diverse coverage options and risk management strategies.

• Thorough understanding of the insurance industry ecosystem, including market dynamics, regulatory frameworks, carriers, intermediaries, brokers, and agents.

• Commitment to ethical, result-driven business practices, ensuring integrity and effectiveness in all professional interactions.

SKILL REQUIREMENTS:

• Proficient in computer operations and Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

• Skilled in internet and website navigation.

• Experienced in using agency management systems.

• Strong client and relationship management abilities.

• Excellent time management skills.

• Confident in delivering presentations.

• Clear and effective verbal and written communication skills.

• Solid grasp of insurance-related arithmetic.

ABILITY REQUIREMENTS:

• Develop expert-level proficiency in Applied Epic.

• Demonstrate a strong service-oriented mindset, focused on client satisfaction and support.

• Exhibit analytical thinking, with a highly organized, timely, and efficient approach to tasks.

• Maintain exceptional attention to detail and ensure consistent follow-through on responsibilities.

• Thrive in both independent and collaborative environments, with the ability to lead or support as needed.

• Operate with a strong sense of urgency, remaining composed and adaptable under pressure.

• Uphold a solid work ethic, characterized by responsibility, reliability, and integrity.

PHYSICAL REQUIREMENTS:

• Ability to sit for an extended period at a desk.

• Must be able to read screens, documents, and participate in conversations or phone calls with or without assistive devices.

• Handling documents, laptops, or office supplies. (typically, up to 10-25 lbs.)

• Will need to engage with colleagues, clients, or stakeholders.

LICENSE REQUIREMENTS:

• Maryland Property & Casualty license.

Who We Are

• A multi-generational, independent insurance agency, founded in 1969.

• We advise others how to best reduce uncertainty.

• We are laser focused on creating an environment where our people can become the best versions of themselves. We look for people who live our core values, knowing that they will create an enduring impact on others in their chosen roles.

• Our purpose is to protect what matters and to serve. We do so with client friendly tools, technology, and our client-first service approach.

Our Core Values

• Teamwork-We value selflessness. We put team before me.

• Integrity-We believe there should be a 1:1 relationship between promises made and promises kept - this is the foundation of personal integrity. When we keep our personal integrity intact, we know the corporate integrity is in great shape.

• Pursuit of Excellence-We believe in creating a WOW factor for our clients. Good service is hard to find, so excellence is a point of distinction. It's enough to get what you expect, so we look to deliver a bit more, especially proactively.

• Positive Attitude-A little energy goes a long way. We believe in expressing our positivity through gratitude. In fact, we think BIG - Begin in Gratitude. We are not only thankful for our blessings, but we are also thankful for our challenges. Without them, we would have little opportunity to shine.

• Serving Sprit-We are at our best when we are in service to others. It is very easy to make a promise - what is important is to keep the ones we make. When the phone rings or an e-mail is received, we know that at that moment, our clients have a priority issue and expect a prompt response.

• Empathy-We look at the world from the perspective of another, we can understand and connect at a deeper, more valuable level.

Why Join Diversified Insurance?

• Be part of a company that values its team members and invests in their success.

• Work in a highly collaborative culture that supports professional growth.

• Engage with a dynamic team dedicated to delivering excellence.

• Enjoy a competitive salary, comprehensive benefits package, and career development opportunities.

• DII takes work-life balance seriously, so we offer paid time off, a 35-hour workweek, weekends off, and the ability to choose a hybrid work schedule following a review after the first 90 days.

Benefits:

• Health, Dental, Vision insurance

• Retirement plan

• Paid time off

If you are a proactive Commercial Lines CRM professional who thrives in a fast-paced environment and is passionate about both people and process, we would love to hear from you! Apply now to become a part of the Diversified Insurance team.

Diversified Insurance is an equal opportunity employer committed to creating an inclusive environment for all team members.