Client Service Specialist

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Why work at Howden?  

We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to make a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to make a difference for clients.  

Always have, always will.  

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down disappointed head- hunters for years. Whatever your priorities – work/life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.  

What is the role?  

We are seeking a Client Service Specialist in Charlotte, NC with a hybrid work schedule.  

ROLE SUMMARY  

The Client Service Specialist provides day-to-day client service and account support for Howden US Retail clients. This role supports the end-to-end insurance lifecycle, including onboarding, policy servicing, renewals, endorsements, certificates of insurance, audits, billing support, and account administration activities. This role serves as a key operational contributor within the client service team, helping deliver an exceptional client experience through attention to detail, responsiveness, and strong execution. The Client Service Specialist also brings a forward-thinking mindset to the role, contributing ideas and hands-on support to automation tool development, requirements gathering, and UAT testing that help elevate service delivery and transform the way the team works. 

What will you be doing?  

Operational Responsibilities 

• Support clients throughout the policy lifecycle, including onboarding, policy changes, endorsements, renewals, audits, and account servicing activities. 

• Prepare, review, and process, evidence of coverage requests, binders, endorsements, and other insurance documentation. 

• Maintain accurate client and policy information within Applied Epic and other agency management systems. 

• Respond to client, carrier, and internal stakeholder inquiries in a timely, professional, and customer-focused manner. 

• Coordinate with carriers and internal teams to ensure servicing requests are completed accurately and within expected timelines. 

• Review documentation for completeness and accuracy, ensuring compliance with internal quality and documentation standards. 

• Escalate complex servicing issues, coverage concerns, or process exceptions to the appropriate internal resources. 

• Support billing inquiries and assist with carrier and client communications related to policy servicing needs. 

• Respond to business and customer requirements with agility, professionalism, and sound judgment while upholding the highest ethical standards in all interactions. 

Reporting & Projects 

• Maintain complete, accurate, and up-to-date records within agency management systems. 

• Support reporting, audit preparation, data validation, and account administration activities as required. 

• Manage assigned workload and servicing priorities to ensure timely completion of tasks. 

• Support assigned initiatives and contribute to process improvement efforts focused on service quality, efficiency, and client experience. 

• Participate in testing, training, and adoption of new technologies, workflows, and operational enhancements. 

• Bring a forward-thinking mindset to daily work, proactively identifying opportunities where automation and technology can elevate service delivery. 

• Contribute to automation tool development by helping define business requirements and participating in User Acceptance Testing (UAT), supporting the transformation of how the team works. 

• Respond to client service inquiries promptly and in accordance with established service-level expectations. 

Compliance, Governance & Market Awareness 

• Ensure compliance with company policies, procedures, and all applicable legal and regulatory requirements. 

• Maintain the confidentiality and integrity of client information and records. 

• Stay informed of relevant insurance market developments, carrier requirements, and operational best practices affecting the role and business. 

• Consistently follow established documentation, quality-control, and compliance standards. 

What are we looking for?  

Qualifications:  

• Working knowledge of commercial insurance servicing processes, 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. 

• Experience using Applied Epic or another agency management system is highly desirable. 

• Strong attention to detail with the ability to manage multiple priorities while maintaining quality and accuracy. 

• Client-focused professional with a commitment to delivering exceptional service and support. 

• Strong organizational and time-management skills with the ability to meet deadlines in a fast-paced environment. 

• Analytical and problem-solving skills with the ability to identify issues, recommend solutions, and escalate appropriately. 

• Clear and professional verbal and written communication skills. 

• Collaborative team player who works effectively across departments and supports shared business objectives. 

• Self-motivated with a proactive approach to learning, development, and continuous improvement. 

• Curious and forward-thinking, with an interest in automation and technology, and a willingness to contribute to tool development, requirements, and UAT testing. 

• Proficient in Microsoft Office applications, particularly Excel, Word, Outlook, and PowerPoint. 

• Property & Casualty license preferred, or willingness to obtain one within a defined timeframe. 

Compensation and Benefits 

The expected base salary range for this role is $60,000 - $80,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified as non-exempt under the Fair Labor Standards Act (FLSA). 

In addition to a competitive base salary, employees are eligible to receive a discretionary bonus. Howden also offers a variety of benefits and programs, subject to eligibility, including: 

• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts 

• 401(k) retirement plan 

• Flexible Paid Time Off and paid parental leave 

• Life and Disability insurance 

Our sustainability promise  

We’re on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent