Sr. Client Services Representative

Berkley•Atlanta, GA

21h

About The Position

The Sr. Client Services Representative delivers quality customer service to Key Risk clients with the goal of retaining profitable business. The role manages assigned accounts, serves as a liaison among clients, agents, claims, risk management, and underwriting, and helps clients reduce workers’ compensation claim frequency and severity. It also supports agency relationships, monitors account and claim-related issues, promotes programs and services, and contributes to team leadership and departmental improvements.

Requirements

At least 10 years of workers’ compensation insurance industry experience, or 10 years of multidisciplined insurance experience emphasizing claims and workers’ compensation programs.
Prior workers’ compensation claims adjusting experience.
Understanding of current case law in at least one KRIC operating jurisdiction.
At least 5 years of prior client service experience in a similar role.
Four-year college degree.

Nice To Haves

Knowledge of case law in more than one state.
Insurance designations or coursework toward a designation, such as CPCU, AIC, or ARM.

Responsibilities

Serve as the point of contact for assigned accounts, provide exceptional service, resolve issues, and retain profitable business.
Educate clients on claim prevention, timely reporting, accident investigation, network usage and physician panels, and transitional duty programs.
Work with underwriting, risk management, and claims to understand account profitability, initiatives, and issues.
Communicate effectively with internal teams, agents, and policyholders; share account trends and changes and coordinate among claims, risk management, and underwriting.
Follow service guidelines, coordinate and deliver account meetings, and complete meeting follow-up actions in a timely manner.
Participate in new business sales presentations and agency visits to promote Key Risk services.
Participate in monthly CSM meetings and discuss assigned accounts, open claims, reporting time, network penetration, transitional duty, service issues, and trends.
Communicate account, adjuster, and program changes to agents and policyholders in a timely manner.
Notify agents of account issues and trends, including reserve increases, return-to-work concerns, and reporting lag time.
Develop and maintain positive professional agency relationships and manage expectations about services.
Monitor accounts for claim reporting issues, identify trends, and work with clients and agents to resolve problems.
Ensure timely delivery of valid physician panels, address jurisdictional expectations, coordinate with panel staff, and follow up on panel or provider concerns.
Provide pharmacy network information, communicate program effectiveness, and address provider issues.
Review claim status reports for reserve accuracy and address reserve concerns with claims staff.
Promote return-to-work programs, address related issues, conduct client education seminars when needed, and involve internal teams to resolve concerns.
Promote client portal access for assigned accounts to improve communication and access to claims information.
Promote appropriate use of approved vendors, including law firms, investigators, and vocational rehabilitation providers.
Encourage teammates’ participation in departmental initiatives and promote knowledge sharing.
Promote process-improvement brainstorming and work with management to implement enhancements.
Assist management with training new and existing associates.
Perform specific assignments when the Manager, Client Services is absent.
Lead testing of new or enhanced client portal projects.
Complete projects involving new or enhanced systems, products, procedures, or processes that support claims management and improve closing rates.
Stay current on case law in assigned jurisdictions and participate in learning about case law in other states where KRIC is licensed.
Demonstrate behavior consistent with Key Risk’s culture, policies, and procedures.