Sr. Client Services Manager

JOB DESCRIPTION

Individual contributor, responsible for developing and directing claim service strategies and for managing 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. Externally focused on servicing brokers/agent and critical or complex accounts requiring a high level of customer contact to maintain competitive positioning. Essential Duties & Responsibilities 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. 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. Compensation and Benefits In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $72000 to $141000 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. EEO Statement CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact View email address on click.appcast.io. #J-18808-Ljbffr CNA Insurance