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.

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.

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.

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

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