Claims Concierge Service Executive

Zurich Insurance•Rocky Hill, CT

23d•Hybrid

About The Position

Zurich is looking to hire a Claims Concierge Service Executive in our Claims Relationship Management team.  This position is responsible for relationship management of mid-size, moderately complex accounts with somewhat lower service intensity based within the Region. Works with business units and functional groups to execute strategies that promote claims value-added services, drive profitable growth, and improve technical excellence, customer satisfaction and retention. Acts as an account representative by handling customer service issues for respective accounts and coordinating with the appropriate internal and external resources for resolution.   At Zurich North America, we acknowledge that work life-balance and flexibility are a priority when it comes to choosing your next career move. Designed with our employees' needs in mind, the ZNA Claims hybrid work model emphasizes flexibility, while facilitating in-person connections and collaborative activities when meaningful and valuable. While the model provides a high level of flexibility and autonomy, in-office attendance should be expected multiple times weekly.  The candidate selected for this opportunity should be able to report into one of the following North American offices in the Northeast.

Requirements

Bachelors Degree and 4 or more years of experience in the Claims or Operations area OR
High School Diploma or Equivalent and 6 or more years of experience in the Claims or Operations area OR
Zurich Certified Insurance Apprentice including an Associate Degree and 4 or more years of experience in the Claims or Operations area AND
Strong customer service acumen
Strong Microsoft Office skills
Knowledge of Business Intelligence or other data systems

Nice To Haves

Insurance industry experience
Experience interacting with multiple management levels
Strong verbal and written communication skills
Strong analytical skills

Responsibilities

Partnering with underwriting to participate in new business prospects with brokers and customers by communicating and selling the claims value proposition to mid-size, moderately complex non-complex accounts with regional scope.
Researching and responding to the claims service needs of prospective and current customers by developing and delivering claims services marketing presentations and Claim Service Proposal responses that differentiate Zurich Claims Services.
Ensuring customer satisfaction by identifying and resolving customer service issues, proactively communicating information; responding to inquiries and following customer protocols.
Increasing customer satisfaction and retention by building lasting relationships with our customers' and brokers' claim contacts.
Business Travel, as required, will be estimated at no more than 5%.
Extended Hours during Peak Periods, as required
Regular Predictable Attendance
Protecting Zurich's reputation by keeping claims information confidential.
Maintaining professional and technical knowledge by participating in educational opportunities, staying current with industry trends, establishing personal networks, and participating in professional societies.
Contributing to the team effort by participating in projects as needed.
Review assigned customer cases, prioritize case load and interpret established policies, applying discretion within authority limits in order to resolve customer issues.
Provide specialist advisory support to internal clients on a daily basis, by being a focal point of contact, to ensure that there is no misalignment between policy and practice.