Commercial Lines Client Experience Manager - Remote (Cincinnati, OH)

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves.

We understand that pursuing a new job is a big deal. Maybe you’re afraid you won’t fit in. Well, here’s the good news. For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits.

Our Newest Opportunity: 

The primary responsibility of the Client Experience Manager (CEM) position is to bridge the gap between the client and RiskSOURCE®/OneDigital to ensure each touchpoint across the client journey is engaging, efficient, and effective. 

The CEM provides a superior level of client service to multiple accounts through daily interaction by responding to client needs and inquiries. Serving as the conduit between the client, the Risk Advisor (RA), Client Relations Manager (CRM), insurance carrier(s) and/or customer care centers, the CEM is responsible for the advice and account maintenance by any of the above-mentioned parties. 

With existing clients, the CEM fosters both deep and broad relationships within the client’s organization, with the goal of retaining and rounding client accounts by leveraging knowledge of consultative, value-based strategies and delivering client service standards supporting the corporate mission of RiskSOURCE®/OneDigital. Client retention and satisfaction are achieved by working with support teams, assisting sales, and acting in accordance with the company’s vision and values.

Essential Duties and Responsibilities:

• Complete work during core hours of 8:30 a.m. – 5:00 p.m. – Monday-Friday.

• Collaborate with internal partners to provide client service and operations to maintain a flow of communication and to be a positive contributor in a team environment.

• Build and cultivate relationships within the client’s organization by going beyond insurance.

• Recognizing and responding to the client’s needs according to agency’s best practices.

• Utilize strong time management and organizational skills.

• Energetic self-starter that is flexible, consultative and results oriented.

Qualifications, Skills and Requirements:

• Demonstrates client service excellence, business acumen, and understand value-based selling.

• Ability to manage multiple tasks simultaneously and work effectively under tight deadlines. 

• Written communication skills –must be concise, organized, and clear.

• Analytical and computing skills –must be accurate and astute.

• Verbal Communication skills – convey ideas persuasively; either speaking spontaneously or in a prepared presentation.

• Readily adjusts to rapid changes in technology, products, and the marketplace.

• Aptitude for necessary computer programs.

Success in this role will be measured through KPI’s and outlined and reviewed periodically throughout the year:

• Incoming service requests (Phone/Email/Mail)

• Claim service

• Certificates of Insurance and contract reviews for existing clients

• Client experience delivery (education and tools)

• Work with CRM on client management and projects as needed

Education and Experience:

• Prefer four-year college degree or 2-3 years’ experience in commercial insurance. 

• Prefer active P&C insurance license (or will need to immediately obtain).

• Demonstrated and proven ability in account management and client service.

Physical Requirements:

• The CEM can work primarily in an office environment, hybrid, or full time remote, and travel is required for in-person meetings when needed. This role is either seated or standing position for most of their workday at a desk or table. This is a sedentary role.

• Needs to occasionally move about inside the office to access resources.

• Constantly using hands and fingers to operate a computer and other office equipment (copy machine, label machine, etc.)

• Work takes place in a well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation.

Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.
To learn more, visit: www.onedigital.com/careers

Thank you for your interest in joining the OneDigital team!