Sr. Client Services Manager

4 weeks ago

Brea, United States CNA Insurance Full time

You have a clear vision of where your career can go. And we have the leadership to help you get there. 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.

We are looking to complete our Client Services team with a candidate to support the California branches.

The goal of a Sr. Client Services Manager is to attract and retain key profitable accounts for each Branch they support by establishing themselves as a trusted advisor for Claims and Customer Service. This is done through partnering with Underwriting and working accounts throughout the entire lifecycle, from prospecting to renewal. Each Sr. Client Services Manager also serves as the liaison between our Claims Professionals, insureds and Distribution Partners to help manage the impact of claims and reduce risk.

A background in Claims is important to understanding the key issues our insureds face and having the knowledge to help direct them to the best technical expert(s) for resolution. Exemplary problem-solving, communication and customer service skills are needed. In addition to the ability to build compelling presentations and service plans unique to each insured to deliver maximum value.

This role does require travel (35%) and is a hybrid of remote and office work.

JOB DESCRIPTION:

Essential Duties & Responsibilities

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. Reporting Relationship Typically Director or above

Skills Knowledge and Abilities

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. 8. Self directed to produce quality work products. Knowledge of Microsoft Office Suite and other business-related software and programming.

Education and Experience

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. Claim management experience preferred. Applicable certifications preferred such as CPCU ARM AIC etc. #LI-DM1

#LI-Hybrid

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In California, Colorado, Connecticut, New York and Washington, the national base pay range for this job level is $71,000 to $133,000

annually. Salary

determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. 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

.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact

leaveadministration@cna.com

. #J-18808-Ljbffr

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