Insurance Process and Client Support Advisory

Company:MarshDescription:

Manage and verify proof of insurance processes with a heightened emphasis on superior client service coverage for complex client programs. Ensure accuracy, regulatory compliance, timely issuance, proactive client and broker support, and effective collaboration with carriers, clients, vendors, lenders and partners. This role requires the broker license as part of the performing authority for client-facing activities and policy verification where applicable.

During the first 3 months, the expectation will be in office 5 days a week. Post the 3 month period, the role will be Hybrid, 3 days in office. (Local office anchor days)

Key Responsibilities
- Prepare, verify, and issue proof of insurance documents, including:
- Certificates of Insurance (COIs)
- Auto ID cards (digital and physical)
- Other regulatory or lender-required proof of coverage
- Elevate client service coverage by:
- Proactively anticipating client and broker needs, offering guidance on COI/ID expectations, and providing clear, empathetic explanations of insurance requirements
- Serving as a trusted advisor for brokers and clients across multiple touchpoints (phone, email, portal messages)
- Developing and maintaining client-friendly business communication, timeliness, and status updates
- Validate policy details against core systems and communicate variances to stakeholders
- Coordinate with underwriting, billing, and policy administration to resolve discrepancies and ensure up-to-date proof of coverage
- Respond promptly to requests from clients, brokers, lenders, and partners for COIs and auto IDs; manage escalations with professionalism
- Maintain and update templates, standard language, and compliance checklists for COIs and auto ID cards
- Ensure COIs and auto IDs meet client-specific requirements
- Monitor and manage expiration notifications; initiate auto-renewal or reissuance as needed
- Audit and reconcile issued COIs against active policies; flag and correct errors
- Maintain thorough documentation and audit trails for all proof-of-insurance transactions
- Provide training and guidance to internal teams on COI/auto ID requirements, best practices, and broker-facing service standards
- Stay current on market practices, regulatory changes, and industry trends affecting proof of insurance and client service expectations
- Manage escalations related to complex client programs responding with solutions and service planning.

Required Skills and Qualifications
- Education: bachelor's degree preferred
- Experience: Minimum of 3 years of experience in insurance administration, risk management, or certificate issuance with a proven track record of high-quality client service; prior COI/ID card experience is a strong plus.

- English proficiency is necessary; all CV's must be in English otherwise the application will not be considered.

Technical:
- Proficient in policy administration systems, CRM, and MS Office (especially Excel)
- Ability to verify data accuracy and identify inconsistencies
- Comfortable with digital COI platforms and e-delivery mechanisms
- Communication:
- Exceptional client-facing communication (clear, professional, empathetic)
- Strong written and verbal skills; ability to explain complex insurance concepts in plain terms
- Proven ability to build and maintain broker relationships
- Service Orientation:
- Demonstrated commitment to proactive service, issue resolution, and client satisfaction
- Ability to manage high-volume requests with composure and accuracy
- Organizational:
- Excellent attention to detail and strong multi-tasking abilities
- Ability to manage deadlines and maintain accurate records
- Strong issue-spotting and risk-awareness capabilities
Client-facing duties and collaboration with brokers and external partners
 

Preferred Qualifications
- Experience interfacing with lenders and project-specific COI requirements
- Knowledge of lender-specific COI requirements and project-based certificates
- Experience with automated COI generation tools and e-signature platforms
- Proven track record of improving client service metrics and reducing response times

- ACORD certification or familiarity with ACORD forms is preferred
- Knowledge:
- Understanding of auto insurance policies, coverages, and endorsements
- Familiarity with COI formats and typical lender/client requirements
- Basic regulatory awareness related to proof of insurance (e.g., state laws, ACORD standards)

Performance Indicators (KPIs)
- Client satisfaction scores related to proof of insurance requests
- Time to issue COI/Auto ID after request
- Percentage of COIs issued with zero errors
- Broker relationship health metrics (response time to broker inquiries, issue resolution quality)
- Number of discrepancies detected and resolved per month
- Expiration management effectiveness (percentage of renewals issued before expiration)

Marsh, a business of Marsh McLennan (NYSE: MMC), is the world's top insurance broker and risk advisor. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit , or follow on LinkedIn and X.Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person.

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