Client Service Specialist (Hybrid)

About the role

Howden, a global insurance group, is hiring a Client Service Specialist in Charlotte, NC, on a hybrid schedule. The specialist provides day-to-day client service and account support for Howden US Retail clients, covering the end-to-end insurance lifecycle from onboarding and policy servicing to renewals, endorsements, certificates of insurance, audits, billing support and account administration. The role also contributes to automation tool development, requirements gathering and UAT testing.

Key responsibilities

• Support clients through the policy lifecycle, including onboarding, policy changes, endorsements, renewals, audits and account servicing.
• Prepare, review and process evidence of coverage requests, binders, endorsements and other insurance documentation.
• Maintain accurate client and policy information in Applied Epic and other agency management systems.
• Answer client, carrier and internal stakeholder inquiries promptly and professionally.
• Coordinate with carriers and internal teams so servicing requests are completed accurately and on time.
• Review documentation for completeness and accuracy, and escalate complex issues to the right resources.
• Support billing inquiries and carrier and client communications on policy servicing needs.
• Take part in reporting, audit preparation, data validation and account administration, and in testing, training and adoption of new tools and workflows.
• Help define business requirements for automation tools and take part in User Acceptance Testing (UAT).
• Follow company policies, legal and regulatory requirements, and keep client information confidential.

Required profile

• Working knowledge of commercial insurance servicing, including policy administration, endorsements, renewals, certificates of insurance and client account maintenance.
• 4+ years of experience in insurance client service, account support, policy administration, operations or a related insurance role.
• Strong attention to detail, organisational and time-management skills, and clear verbal and written communication.
• Interest in automation and technology, with willingness to contribute to tool development and UAT testing.
• Property and Casualty license preferred, or willingness to obtain one within a defined timeframe.

Required skills

• Applied Epic or another agency management system (highly desirable)
• Microsoft Office, especially Excel, Word, Outlook and PowerPoint

What we offer

• Expected base salary of $60,000 - $80,000, depending on experience and location; the role is non-exempt under the FLSA.
• Discretionary bonus.
• Medical, dental and vision insurance, with healthcare savings and reimbursement accounts.
• 401(k) retirement plan.
• Flexible paid time off and paid parental leave.
• Life and disability insurance.