Client Experience Manager I

AmTrust Financial Services•Southington, CT

About The Position

The Client Experience Manager (CXM) reports to the Manager, Client Experience and supports clients throughout the life of their policies. The role supports Sales, Underwriting, and Claims in driving retention and growth by building client loyalty and satisfaction while improving loss costs and experience modifications. With a regional focus, the CXM works alongside internal teams to address the needs of clients and colleagues, serving as a point of accountability for issues that arise during a policy’s lifetime. The CXM is expected to understand and uphold AmTrust’s mission, vision, values, and organizational standards. As a proactive, consultative resource and brand representative, the CXM uses claim data and analytics to provide clients with actionable insights and identify opportunities for account improvement. The role helps deliver an elevated experience for agents and insureds, supports new and renewal business, educates clients and business partners about AmTrust’s capabilities and services, and advocates for the value of choosing AmTrust. The CXM also coordinates claim reviews and service plans, reviews claims information, communicates significant losses, and documents key client activities.

Requirements

Minimum 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

Serve as a proactive, consultative resource for clients.
Use claim data and analytics to provide actionable client insights and identify opportunities for account improvement.
Support an elevated experience for agents and insureds to help achieve new business and retention goals.
Represent AmTrust to clients and communicate the value of AmTrust in relation to client needs.
Assist Underwriting, Sales, and Claims with new and renewal business, including prospect calls.
Onboard agents and insureds and educate them about AmTrust’s capabilities.
Build and maintain professional relationships and collaborate with internal departments to better serve customers.
Build and maintain relationships with insureds and agents to support customer satisfaction.
Understand insured and agent profiles and coordinate services for internal and external partners.
Resolve customer issues in a timely and complete manner.
Conduct metrics analysis and report on insureds’ claims experience through the Stewardship report process.
Complete 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 that communicate the AmTrust story.
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 addressing specific claim-handling needs when requested.
Complete reserve and coding reviews.
Communicate significant-loss notifications to insureds and agents.
Document key activities, including claim reviews, stewardships, customer education, and issue resolution, in appropriate systems.
Perform other functionally related duties as needed.