Client Service Executive, Commercial Lines

THE ROLE

The Client Service Executive is responsible for the retention of an existing book of business, through exceptional client service, strategic renewal management and proactive risk advisory.

In this role, you will serve as a trusted commercial insurance expert - guiding clients through coverage structures, anticipating client needs, and ensuring a seamless experience throughout the policy lifecycle. Your leadership in client stewardship, market negotiation, and relationship management will directly contribute to HK Henderson’s retention and growth objectives.

WHAT YOU'LL DO

RENEWAL STRATEGY AND MANAGEMENT

• Lead the renewal process for an assigned portfolio, including 120-day pre-renewal meetings, strategy development, and proposals of preparation.
• Lead Annual Plans for all accounts and stewardship meetings to demonstrate value, review performance, and strengthen retention.
• Maintain and grow market relationships to understand their evolving needs, challenges, and opportunities.
• Continuously review client’s coverage and identify exposures to loss and recommend appropriate coverage.
• Identify at-risk clients early and implement retention plans to protect portfolio stability.
• Monitor and track retention progress and performance of assigned book against HK Henderson’s retention and sales goals.

CLIENT RELATIONSHIP & PORTFOLIO GROWTH

• Serve as a dedicated advisor, building long-term, trust based relationships with clients and proactively identify risk mitigation opportunities.
• Maintain open and proactive communication with clients regarding inquiries, renewals, contract reviews, and coverage recommendations.
• Collaborate with clients to resolve complex issues and ensure all significant client matters are escalated and addressed promptly.
• Establish and maintain client relationships with the ability to identify their needs and mitigate risks.
• Actively engaged in supporting the company's growth through internal team mentorship and external client relations.
• Maintain and update EPIC and ensure workflows are followed.
• Stay informed about industry trends, market conditions, and emerging risks.
• Actively develop an increased knowledge of related insurance products and client needs
• Other duties as required.

WHAT WE REQUIRE:

• Demonstrated breadth across commercial insurance and depth with policy wording and coverage within key industry sectors.
• Level 2 license or equivalent and relevant industry experience would be an asset: certificates, industry programs, such as CIP, CRM and CAIB or working towards.
• Strong communication, presentation, and negotiation skills, including the ability to explain proposal documents to colleagues or clients.
• Strong relationship-building skills with the ability to serve as a trusted advisor to clients.
• Accountable, organized, and collaborative, with strong analytical, problem-solving, critical thinking, and decision-making skills.
• Advanced skills in Microsoft Office Suite and internal Broker Management Systems (EPIC).