Client Program Relationship Manager

AmTrust Financial Services, Inc.•,

About The Position

The Client Program Relationship Manager will serve as the main point of contact for AmTrust internal and external partners including MGA’s, insureds and TPA’s for all service needs. They will provide seamless customer service coordinating all claims, underwriting, loss control and other needs.

Requirements

Broad understanding of insurance and claims
Excellent analytical skills to define the problem and determine what went wrong and the path to fix it
Organized, professional and has ability to work successfully and meet deadlines in a fast-paced environment
Effective communication skills with internal and external stakeholders at all levels including executives and across departments
Strong commitment to serving the customer
Interpersonal skills
Change champion
Highly organized
Required to have a background in claims.
Efficient use of Excel, Word, PowerPoint, TPA Reporting Systems
Ability to learn new apps and systems
Manage through others

Nice To Haves

Familiarity with Salesforce and SharePoint is beneficial
Prefer familiarity with AmTrust processes, procedures and systems
Prior supervisor or management skills preferred
Experience working with MGA, TPA, Consultants

Responsibilities

One point of contact for all internal and external parties for all day-to-day inquiries for both direct and TPA handled programs including underwriting, claims and loss control
Complete annual/quarterly stewardship report for Program
Some programs require individual stewardship for each insured
Review claim trends with MGA/Insured
Reserve reviews
Analyze data provided in stewardship reports for high exposure claims, large reserve changes and loss trends
Provide monthly loss runs as requested
Provide a monthly reserve change report
Create and provide ad hoc reports as needed
Setup and lead quarterly meetings with the MGA, underwriting to discuss the program. Include UW, MGA, PCAM, Director and VP
Assist with coordinating audit review meetings
Prospective clients- Provides an overview AmTrust and our claim products and capabilities
Post Bind new clients- Provides assistance in regard to how to report claims, trains on the AmTrust system and answers any other questions relating to new client setup
Setup and maintains service instructions with Program
Trains adjusting teams on special handling for both direct handle and TPA
Setup and run claim reviews for both direct handle and TPA managed claims (some travel may be required)
Maintains claim staff matrixes for each program (admin can assist)
Keeps Program Claims management up to date on any service issues
Prospect calls with prospective MGA’s and insureds. UW driven calls to review the CXM and Claims capabilities and services for potential new clients
New client and TPA implementations
Special Projects
Drill down into class and location codes to provide loss control information to clients
Facilitate system code changes requested by clients
Identify coding errors and facilitate updates
Facilitate a seamless transition to AmTrust
Support for billing and payments including PAYO and Easy Pay
Assistance with internal and external audit questions
Client portal registration
Bi-Annual service reviews