Client Experience Manager I

AmTrust Financial Services, Inc.•Southington, CT

About The Position

The Client Experience Manager (CXM) reports to the Manager, Client Experience and provides client support throughout the life of a policy. The role supports Sales, Underwriting, and Claims in driving client retention and growth by building loyal, satisfied clients while improving loss cost and experience modifications. With a regional focus, the CXM works alongside internal teams to address their needs and those of clients, serving as a point of accountability for issues that arise during a policy’s life. The CXM acts as a proactive, consultative resource and brand representative for clients, agents, and insureds. The role uses claim data and analytics to identify account-improvement opportunities, supports new and renewal business, coordinates claim reviews and service plans, and helps ensure a high level of customer satisfaction. The CXM is expected to understand and uphold AmTrust’s mission, vision, values, and organizational standards.

Requirements

At least 4–5 years of relevant experience in Workers’ Compensation, Property, or Casualty claims handling, supervision, or management.
Strong ability to collaborate across departments.
Excellent interpersonal communication and presentation skills.
Proficiency with Excel, Word, and PowerPoint.
Exceptional oral and written communication skills and professional telephone etiquette.
Excellent relationship-management skills.
Ability to manage multiple tasks simultaneously.
Detail-oriented and organized, with strong interpersonal skills.

Nice To Haves

Previous claims account management or customer service experience.
Bachelor’s degree.

Responsibilities

Provide proactive, consultative support to clients throughout the life of a policy.
Use claim data and analytics to provide actionable insights and identify opportunities for account improvement.
Help ensure an elevated experience for agents and insureds in support of new business and retention.
Represent AmTrust to clients and advocate for the value of choosing AmTrust.
Assist Underwriting, Sales, and Claims with new and renewal business, including prospect calls.
Onboard agents and insureds and educate them about AmTrust capabilities.
Build and maintain professional relationships and collaborate with internal departments to serve customers.
Build and maintain relationships with insureds and agents to support customer satisfaction.
Learn insured and agent profiles and coordinate appropriate services for internal and external partners.
Resolve customer issues in a timely and complete manner.
Analyze and report insureds’ claims experience through the Stewardship report process.
Complete the CXM certification and demonstrate the ability to communicate the AmTrust story to internal and external partners.
Educate and train internal business partners, agents, and brokers on AmTrust services.
Collaborate with Sales, Underwriting, and Claims to customize presentations about AmTrust.
Coordinate and facilitate claim reviews with internal staff, agents, and insureds.
Partner with Sales, Underwriting, and Claims to achieve customer-retention goals by following CXM best practices.
Coordinate special claims-handling instructions and develop service plans for specific claim-handling needs when requested by insureds or agents.
Complete reserve and coding reviews.
Communicate significant-loss notifications to insureds or agents.
Document key activities, including claim reviews, stewardships, customer education, and issue resolution, in appropriate systems.
Perform other functionally related duties as needed.