Client Service and Market Relations Specialist II - Factory Mutual Insurance Company

FM is a leading property insurer of the world's largest businesses, providing more than one-third of FORTUNE 1000-size companies with engineering-based risk management and property insurance solutions. FM helps clients maintain continuity in their business operations by drawing upon state-of-the-art loss-prevention engineering and research; risk management skills and support services; tailored risk transfer capabilities; and superior financial strength. To do so, we rely on a dynamic, culturally diverse group of employees, working in more than 100 countries, in a variety of challenging roles.

Supervises support activity related to company broker relations efforts corporately, regionally and locally, as part of a larger overall broker strategy. At the direction of the SVP Manager, Market Relations, provides home office advocacy for the needs of brokers and FM client service teams for US, ASIA, LATAM and support EMEA.

Co-leads departmental efforts to maximize the organizational value of broker relations and broker learning to maximize the value position with each key broker as well as each FM Operation.  Additionally, oversees execution of corporate broker relations initiatives including development and coordination of broker engagement, education opportunities, strategic meetings and marketing opportunities. Serves as department liaison in cross-functional projects with marketing, sales and IS including broker reporting and broker event coordination and event support.

• Coordinate the design of tools to better serve broker needs
• Connect and leverage data across internal and external sources (SRS, broker sources such as MarketConnect and Aon Inpoint respectively)
• Provide innovative leadership with opportunities to introduce additional internal and external variables into existing and future models
• Provide leadership for Client Service broker strategies
• Report on Client Service & Sales metrics (e.g., SRS, brokers, internal systems)
• Facilitate and enhance Broker distribution reports and placemats
• Manage consulting hours with Aon, MarketConnect with Marsh, Manage Payments
• Account for reconciliations with finance for department budgeting and expenses
• Act as SRS cross-departmental liaison with IS for RCI/LCI modifications
• Participate in Global portal implementation team
• Manage and advise on content housing and distribution within the Client Service and Broker Relations team (CS&S web page)
• Manage content related to internally- and externally facing content for Client Experience & Sales:
o Globalport (e.g., broker contact and intel information)
o Client Service Process documentation (e.g., guides & templates)
o www.fmglobal.com (broker information)
• Oversee project management & logistics of implementations and events
• Manage logistics for Broker events including:
o RIMS
o BEG
o Executive meeting market updates and intelligence (e.g., placemats)
o BLE, PIE, BEF, Cost of Risk
o Oversee execution of broker engagement and communication
• Broker Learning Experience:
o Property Insurance training liaison
o Broker Training Classes
o Broker protocol handling

Required Education:
• Bachelors Degree (a combination of comparable education and experience may be considered in lieu of a degree)

Required Work Experience:
• 7+ years of experience in Account management/Engineering/Sales or related field 

Required Skills:
• Knowledge of company operations, Front-line client service experience
• Strong understanding of our engineering value proposition and involvement of strategies
• Thorough understanding of the key brokers
• Proven leadership skills to lead small teams or projects
• Experience in an Operations’ client service -or marker relations including a comprehensive knowledge of all aspects of FM’s business and a thorough understanding of the global industrial/commercial property marketplace
• Demonstrated relationship skills
• Effective communications skills
• Effective at collaborating and influencing with other departments
• Proven ability to advocate on behalf of brokers and the Operations’ 
• Service departments to corporate FM brokers as well as on behalf of the company back to Operations
• Ability to provide operations perspective to corporate and corporate perspective to operations
• Excellent organizational skills

The hiring range for this position is $114,300 - $164,200 annually. The final salary offer will vary based on individual education, skills, and experience. The position is eligible to participate in FM’s comprehensive Total Rewards program that includes an incentive plan, generous health and well-being programs, a 401(k) and pension plan, career development opportunities, tuition reimbursement, flexible work, time off allowances and much more.

FM is an Equal Opportunity Employer and is committed to attracting, developing, and retaining a diverse workforce.