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.

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 Join Howden US?

At Howden, we’re not just building a business- We’re rewriting the rules of what a global insurance broker can be. And now, it’s your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we’ve grown into a $4bn revenue powerhouse with bold ambition: to become a $13bn business with 40,000 people by 2030.

We’re launching our US retail platform with the same entrepreneurial spirit that’s driven our success worldwide- and we’re looking for trailblazers to help shape the future.

Why Howden?

• •You’ll Own It
• With 6,000 employee shareholders owning 34% of the company , our unique ownership model means you’re not just joining a team—you’re building a business you truly own.
• •You’ll Be Empowered
• We’re a destination for talent where people are trusted to look after their clients and grow together. You’ll have the freedom to lead, backed by global scale and local expertise.
• •You’ll Be Part of Something Bigger
• Our integrated platform spans broking, reinsurance, and MGA capabilities—giving you access to everything you need to deliver for clients and build something remarkable

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.

What is the role?

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?

Skills & Abilities

• •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.

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