Sr Client Services Manager

CNA Insurance • Atlanta, GA

6d

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.

Performs a combination of duties in accordance with departmental guidelines: 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.

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

• Developing and directing claim service strategies
• Managing branch underwriting and agency relationships within an assigned territory
• Monitoring, facilitating and assisting in the successful renewal of accounts to drive customer satisfaction within defined service standards
• Servicing brokers/agent and critical or complex accounts requiring a high level of customer contact to maintain competitive positioning
• 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
• Providing technical, administrative, process, and marketing expertise
• Serving as executive contact for large, national clients
• Building and maintaining business relationships with clients, agents and brokers in support of new business, retention and cross-sell goals
• Collaborating with underwriting to determine claim service renewals at profitable rates
• Leading development, delivery and evaluation of client service goals
• Customizing measurement tools, such as customer evaluation surveys, and coordinating claim quality reviews
• Building consensus with claim, underwriting, agents, brokers and/or clients to facilitate resolution for all pertinent claim service issues and developing action plans
• Developing innovative new products and services based on client input and profitability goals
• Negotiating, communicating and monitoring 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
• Serving as a knowledgeable resource to both internal and external customers for inquiries about claim service offerings, products and process

Benefits

• Comprehensive and competitive benefits package
• Benefits that help employees and their family members achieve their physical, financial, emotional and social wellbeing goals

What This Job Offers

• Job Type: Full-time
• Career Level: Senior