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 23,000 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.

Role: Client Service Specialist

Location: Charlotte, North Carolina

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 plays a critical role in supporting the end-to-end client lifecycle—from onboarding through renewal and ongoing service. This role partners closely with Account Executives and Account Representatives to ensure timely, accurate, and compliant delivery of client documentation and service requests.

You will serve as the operational backbone of the client team, coordinating with carriers, accounting, and internal service teams to ensure seamless execution and an exceptional client experience. The Client Service Representative combines strong attention to detail with proactive communication and problem-solving skills to maintain client satisfaction and operational excellence.

What will you be doing?

Client Onboarding & Data Management

• Collect and organize client data to support onboarding, renewals, and program changes.

• Maintain accurate records in internal systems, ensuring data integrity and audit readiness.

• Assist in setting up new client accounts, verifying information, and coordinating across teams for a smooth onboarding experience.

Placement & Renewal Support

• Prepare renewal materials, marketing submissions, and side-by-side coverage comparisons to support placement activities.

• Coordinate with clients and carriers to gather, validate, and reconcile exposure data and program details.

• Track key renewal milestones and ensure timely completion of all deliverables.

Proposal & Binding

• Develop draft client proposals, including financing options, coverage summaries, and supporting documentation.

• Facilitate the binding process by coordinating with carriers and ensuring all program details are accurately captured in systems.

• Verify accuracy of binders, endorsements, and policy confirmations before delivery to clients.

Billing & Accounting Coordination

• Partner with accounting teams to manage invoices, allocations, and fee agreements.

• Ensure compliance with internal controls and regulatory requirements, including surplus lines tax filings.

• Investigate and resolve billing discrepancies promptly, maintaining clear communication with clients and internal stakeholders.

Policy Issuance & Documentation

• Deliver policies, certificates of insurance (COIs), and Auto ID cards to clients accurately and on time.

• Review endorsements, renewals, and policy documents for completeness and accuracy.

• Maintain organized documentation in line with audit, compliance, and data standards.

Ongoing Client Service

• Support mid-term adjustments and policy changes, ensuring timely confirmation and documentation to clients.

• Conduct audit checks and assist with ad hoc client reporting or analysis as requested.

• Respond promptly to client inquiries, providing clear, professional, and solution-oriented communication.

Key Skills & Competencies

• Client Focus: Committed to delivering timely, accurate, and high-quality service.

• Organizational Skills: Able to manage multiple deliverables and priorities with attention to detail.

• Communication: Strong written and verbal communication for collaborating across clients, carriers, and internal teams.

• Problem-Solving: Skilled at identifying issues and resolving them efficiently and diplomatically.

• Technical Proficiency: Comfortable working in insurance management systems (Epic, AMS360, or similar) and Microsoft Office tools.

• Team Collaboration: Works effectively as part of a client service team, demonstrating reliability and initiative.

​Qualifications

• Bachelor’s degree in Business, Insurance, or a related field; or equivalent work experience.

• 2+ years of experience in insurance operations, client servicing, or administrative support preferred.

• Familiarity with Certificates of Insurance, policy documentation, and billing procedures a plus.

• Strong organizational and communication skills with a client-service orientation.

• Proficiency in Microsoft Office Suite (Excel, Word, Outlook)

• Experience with insurance agency management systems (Epic, CSR24, AMS360, or similar) preferred.

What do we offer in return? A career that you define.

Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.

And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.

Diversity and Inclusion At Howden we value diversity - there is no one Howden ‘personality 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

We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect – regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances.

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

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

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.