Client Service Specialist
Howden · Charlotte, WeWork, 615 S. College St, United States · hybrid
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 individua