Hybrid Senior Client Services Manager

at CNA Insurance

• Job title: Senior Client Services Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $72,000 - $141,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Chicago, United States

About the role

• Client Services Manager at CNA, developing claim service strategies and managing customer relationships in the insurance industry. Responsible for ensuring client satisfaction and leading service goals.

Responsibilities

• 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 to drive customer satisfaction within defined service standards
• Serves 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
• 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 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
• 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

Requirements

• 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

• Comprehensive and competitive benefits package
• Health insurance
• Flexible work arrangements