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Senior Client Services Manager
CNA InsuranceSr Client Services Manager managing claim service strategies and agency relationships at CNA. Focusing on customer satisfaction and driving retention across assigned territories.
About the role
Key responsibilities & impact- Develops and directs claim service strategies
- Manages branch underwriting and agency relationships within an assigned territory
- Monitors, facilitates and assists in the successful renewal of accounts
- Serves as primary contact for assigned clients, commercial branch contacts, agents and brokers
- Provides technical, administrative, process, and marketing expertise
- Builds and maintains business relationships with clients, agents and brokers
- Collaborates with underwriting to determine claim service renewals at profitable rates
- Leads development, delivery and evaluation of client service goals
- Customizes measurement tools, such as customer evaluation surveys, and coordinates claim quality reviews
- Builds consensus with claim, underwriting, agents, brokers and/or clients to facilitate resolution for all pertinent claim service issues
- 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
Requirements
What you’ll need- 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.
- 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
Benefits
Comp & perks- Comprehensive and competitive benefits package
- Achieve physical, financial, emotional and social wellbeing goals
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Claims SystemsReporting SystemsPricing ModelClient Set-Up ProcessesStatutory RequirementsClaims ManagementProduct DevelopmentCustomer Evaluation SurveysQuality ReviewsRisk Management
Soft Skills
Problem-Solving SkillsInterpersonal SkillsWritten and Verbal Communication SkillsPresentation SkillsCollaborative Skills
Certifications
CPCUARMAIC