AVP, Claims Client Services

About the Role

Officer-level leader responsible for the strategic direction, leadership, and performance of CNA’s Client Services organization, ensuring the delivery of a consistent, differentiated claims experience across enterprise product lines and business segments. Leads a national team of client-facing professionals who serve as trusted advisors to customers, underwriting partners, and distribution partners, driving service excellence, client retention, and profitable growth.

Develops and maintains strong executive-level relationships with key distribution partners, brokers, and agencies across the country, serving as a visible ambassador for CNA Claims and a critical contributor to market relationships, business development, and customer retention strategies. Partners closely with underwriting, distribution, and field leadership to promote CNA’s Claim Value Proposition, support new business opportunities, and enhance renewal success. Serves as a strategic business partner to senior Claim and Field leaders, ensuring client service resources, capabilities, and strategies are aligned with enterprise priorities.

Combines exceptional people leadership, organizational leadership, and relationship management skills to foster a high-performing, client-centric culture and strengthen CNA’s reputation in the marketplace.

Responsibilities

• Contributes to the achievement of both short- and long-term business objectives by driving the development and implementation of strategic and operational objectives designed to promote CNA’s Claim value proposition, enhance and expand claim services, increase customer retention, and positively impact the customer experience.
• Delivers distinctive value to customers by developing, building, and maintaining profitable partnerships with CNA’s largest commercial casualty accounts, ensuring ongoing satisfaction with products and services and identifying opportunities to enhance service offerings that meet or exceed customer needs.
• Acts as a key point of contact both internally and externally at senior levels for National Brokers, Agencies, and CNA Branch Vice Presidents by representing CNA Claims, communicating claim strategies and initiatives, promoting product and service capabilities, establishing proactive touchpoints, ensuring timely responses and problem resolution, and gathering and sharing feedback throughout the organization.
• Leads, directs, and has full management accountability for the Client Service organization with an emphasis on coaching, talent development, communication, effective expense management, driving a high-performance culture, and succession planning in accordance with corporate strategic direction.
• Owns overall Client Services budget and is accountable for managing all expenses by selectively and actively managing all resources while efficiently delivering high-quality service. This includes financial management of claim services, including collaboration with Claim and Underwriting to develop claim fees, claim service levels, and comparing CNA’s claim fees against third-party marketplace data to optimize the impact and return of ClaimPlus.
• Leads or participates in claim/broker meetings, national meetings (e.g., RIMS), mid-term account reviews, stewardship meetings, renewals, and new business offerings by collaborating and partnering with the Client Service team, Marketing, Sales and Distribution, Underwriters, Brokers/Agents to understand customer needs, and package claim capabilities, customer-specific trends, and industry data into a compelling story and/or proposition for existing and prospective customers.
• Demonstrates effective complex problem-solving by working with Claim management to resolve problems, client concerns, and critical issues that place a large account in jeopardy of renewal.
• Collaborates with CNA Corporate Marketing to develop tools, processes, and resources consistent with CNA’s Brand, to drive best practice producer engagements and that illustrate and endorse Claim capabilities and the claim value proposition to be used in Broker and Customer interactions.
• Participates in the development and communication of claim corporate or Line of Business (LoB) strategies, goals, initiatives, products, capabilities, and organization changes/issues that impact large account clients and brokers.
• Serves as a point of contact for CNA to obtain feedback on claim service and customer reaction to changes.
• Raises expectations of self and others by continuously learning and broadening industry and technical knowledge, expanding competitive intelligence, and attending and/or participating in industry events and forums.
• May perform additional duties as assigned.

Qualifications

• Bachelor’s degree with Master’s preferred in a related discipline, or equivalent.
• Typically a minimum of twelve years of related work experience, with seven years of management experience.
• Applicable certifications preferred.

Skills & Abilities

• Mastery of the commercial insurance industry and risk management marketplace and products and services.
• Strategic thinking skills such that the individual is able to develop and execute both short- and long-term operational plans.
• Advanced communication skills (including both written and verbal) and demonstrated ability to interact and communicate with all levels of external and/or internal business partners within the scope of responsibility.
• Demonstrated ability to collaborate and to develop and build strong partnerships both externally and internally.
• Strong leadership and management skills demonstrating integrity and professionalism.
• Ability to drive results by identifying and resolving significant problems within the scope of responsibility.
• Extensive high-level customer service experience and capability to provide superior solutions to internal and/or external customers.
• Ability to act with a sense of urgency to advance priorities of the organization.
• Creative thinking skills and ability to use diverse and innovative ideas to solve problems.
• Knowledge of Microsoft Office Suite and other business-related software.

Pay

In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York, and Washington, the national base pay range for this job level is $152,000 to $242,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications, and location.

Benefits

CNA offers a comprehensive and competitive benefits package to help employees—and their family members—achieve their physical, financial, emotional, and social well-being goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.