Client Service Manager I/II

Liberty Mutual Insurance•Boston, MA

About The Position

The Client Service Manager is primarily assigned to key Major and Middle Market clients and agents/brokers with a focus on construction. Owns, manages, coordinates and leads the service process on assigned agents and accounts. Responsible for overall service delivery, assisting in the new business acquisition process, and supporting Division retention goals.

Requirements

Bachelor's degree or equivalent business background plus at least 5 years of relevant commercial lines experience required.
Demonstrated ability to express ideas clearly and concisely (both orally and in written form).
Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions.
Information gathering, analytical skills and proficiency in systems are required.
Demonstrated skills in the areas of negotiation, persuasion, presentation and problem solving.

Nice To Haves

Construction claims experience strongly preferred but not mandatory.
Working toward ARM and/or CPCU preferred

Responsibilities

Develops service plan with assigned agents/brokers and accounts. Monitors status of action items and makes modifications to service plan based on feedback from the agent/brokers and policyholder.
Resolves service problems, answers questions, acts as a liaison with internal functional representatives and troubleshoots, routinely following up with all parties for resolution. Ensures continued compliance.
Coordinates and leads review meetings with customer to ensure service results are in line with plan. Meetings may include and but not limited to Claims Reviews, LCAS Planning Meetings, Report to Management presentations, etc.
Position the agent/broker to demonstrate their value and the value of Liberty Mutual to our joint customers. Manages the delivery of services by all internal functional representatives through pro-active follow up and agent/broker/customer communication.
Manages installation process for new and existing accounts, consults with internal functional representatives when necessary. Ensure that understanding and agreement is reached on roles and responsibilities.
May assist in the renewal process. Provides account specific input on overall service plan to include service delivery, service issues and outcome results.
Consults on opportunities to round out the account.
Participate in prospecting efforts by conducting services analysis and conducting service presentations on assigned prospects.
Represent Liberty Mutual by attending or presenting at industry forums.
Assist in internal training efforts by developing material and presenting assigned topics.