Sr. Client Services Manager

CNA Insurance • Boston, MA

23h • Hybrid

About The Position

Individual contributor, responsible for developing and directing claim service strategies and for managing branch underwriting and agency relationships within an assigned territory. Monitors, facilitates and assists in the successful renewal of accounts to drive customer satisfaction within defined service standards. Externally focused on servicing brokers/agent and critical or complex accounts requiring a high level of customer contact to maintain competitive positioning. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. At CNA, we are focused on success, individually and collectively. We pride ourselves on promoting a culture that challenges and engages people. We strive to connect people, departments and business areas, to function as a team, and to serve our customers and communities with professionalism and respect. Our dedication to employee engagement, continuous learning and the open exchange of ideas is the cornerstone of our business. These ideals, combined with our focus on the customer, enable us to explore new market opportunities and build on our success. Our values, culture and financial strength are what differentiates us from other employers and make CNA the place you want to work. At CNA, we are committed to advancing a culture of inclusion – one that attracts talent from all walks of life, fosters respect and collaboration, and enables all of our colleagues to do their best work.

Requirements

• Strong knowledge of claims systems, reporting systems, pricing model, client set-up processes, and statutory requirements.
• Strong insurance industry knowledge especially in the specialty area as it applies to client services and claim products and services, administration, and systems applications.
• Strong problem-solving skills and ability to organize and prioritize multiple tasks.
• Excellent interpersonal skills to effectively serve clients and build relationships and support sales efforts.
• Strong written and verbal communications skills.
• Strong presentation and negotiation skills with the ability to function in a competitive, adversarial and/or strategic environment.
• Strong collaborative and influence skills.
• Self directed to produce quality work products.
• Knowledge of Microsoft Office Suite and other business-related software and programming.
• Bachelor's degree or equivalent work experience.
• Typically a minimum of five to eight years experience in claims or third party administration or insurance operations.

Nice To Haves

• Claim management experience preferred.
• Applicable certifications preferred such as CPCU, ARM, AIC, etc.

Responsibilities

• Remains externally focused while serving as primary contact for assigned clients, commercial branch contacts, agents and brokers on all issues related to the client's service relationship with CNA.
• Provides technical, administrative, process, and marketing expertise.
• May serve as executive contact for large, national clients.
• Builds and maintains business relationships with clients, agents and brokers in support of new business, retention and cross-sell goals.
• Collaborates with underwriting to determine claim service renewals at profitable rates through understanding of client's business, organization, service requirements/standards and goals.
• Leads development, delivery and evaluation of client service goals.
• Customizes measurement tools, such as customer evaluation surveys, and coordinates claim quality reviews, to monitor effective client service results and identify issues.
• Builds consensus with claim, underwriting, agents, brokers and/or clients to facilitate resolution for all pertinent claim service issues and develops action plans when necessary.
• Develops innovative new products and services based on client input and profitability goals.
• Negotiates, communicates and monitors special claim handling instructions for risk management accounts and key commercial clients.
• Accountable for the defined transition plans, special services and meetings for new accounts.
• Serves as a knowledgeable resource to both internal and external customers for inquiries about claim service offerings, products and process.

Benefits

• CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1,001-5,000 employees