Onsite Subrogation Customer Service Manager
About The Position
At Afni, we don’t just manage client relationships, we build partnerships that drive measurable outcomes. We are seeking a Subrogation Customer Service Manager who demonstrates strong Customer Focus, Strategic Thinking, and Initiative, and who is energized by growing client relationships through innovation, insight, and performance excellence. This role is a critical leader responsible for owning client success, driving operational performance, and expanding opportunities within the client portfolio. Position is on-site in our Bloomington, IL headquarters. The Subrogation Customer Service Manager serves as the primary point of contact and trusted advisor for assigned clients and internal partners. You will lead with a strong customer orientation, leveraging data, relationships, and innovation to deliver results and proactively grow client programs.
Requirements
- Bachelor’s degree preferred with 3+ years of relevant experience in client services, subrogation, insurance, or BPO environments
- Proven experience managing client relationships with a focus on growth and retention
- Strong analytical, problem-solving, and critical thinking skills
- Ability to translate insights into action and influence business decisions
- Exceptional communication and presentation skills
- Proficiency in Microsoft Office Suite
Responsibilities
- Act as the strategic owner of client relationships, ensuring trust, confidence, and long-term partnership success
- Continuously listen, probe, and identify unmet needs and emerging opportunities within client programs
- Demonstrate Strategic Thinking & Innovation by ideating and proposing new work streams, enhancements, and efficiencies that expand service scope
- Translate client needs into viable business solutions that drive growth and value creation
- Build strong partnerships grounded in a deep understanding of client goals, challenges, and business strategies
- Deliver consultative insights and position Afni as a solutions-oriented partner
- Lead business reviews and performance discussions, presenting data-driven insights and recommendations
- Actively seek feedback and adjust strategies to strengthen relationships and outcomes
- Partner cross-functionally to ensure delivery of KPIs, service standards, and quality expectations
- Use Analysis & Decision Making to identify performance gaps and drive improvement initiatives
- Lead problem-solving efforts across stakeholders, demonstrating accountability and ownership
- Drive execution with Initiative and persistence, ensuring commitments are met
- Leverage analytics to identify trends, risks, and opportunities
- Present complex information in a clear, actionable format to influence decisions
- Partner with internal teams to support forecasting, reporting, and business case development
- Use data to support both client outcomes and financial performance
- Monitor contract adherence and ensure alignment with performance expectations
- Identify and recommend changes that improve profitability and program effectiveness
- Support invoicing accuracy and financial documentation alignment
- Maintain readiness for audits and ensure compliance with internal and client requirements
- Demonstrate strong Communication and Teamwork competencies by working effectively across functions
- Build productive partnerships with internal stakeholders to align on priorities and execution
- Communicate proactively to ensure clarity, transparency, and alignment at all levels
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What This Job Offers
Job Type
Full-time
Career Level
Manager
