Supports Financial Advisors in daily investment practice operations and client service. Responsible for paperwork, transactions, appointments, and communication with clients and financial companies.
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
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