Client Service Manager II

About the role

Under limited supervision, primarily assigned to large, moderately complex customers. You will own, manage, coordinate and lead the servicing of assigned accounts. The role is responsible for overall service delivery, including assisting in new business acquisition, account installation, and ongoing proactive and responsive service. The selected person will reside in or near our Chicago office, and if you reside within 50 miles of the office you will be required to go to the office twice a week.

Responsibilities

• Recommends a comprehensive service plan to control significant problems in complex risks, often working with risk control on plan development.
• Monitors status of action items and makes modifications to service plan based on feedback from the customer and broker.
• Designs and proposes solutions to diverse customer concerns.
• Deescalates difficult customer interactions as appropriate.
• Monitors and improves problem reporting, tracking, escalation and resolution.
• Ensures continued compliance.
• Coordinates and leads meetings with customer and broker to ensure service results are in line with plan.
• Manages the delivery of services by all internal functional representatives through proactive follow up and customer/broker communication.
• Manages installation process for new and existing accounts, consults with internal functional representatives when necessary.
• Ensures that understanding and agreement is reached on roles and responsibilities.
• May assist in the renewal process.
• Provides account specific input on overall service plan to include service delivery, service issues and outcome results.
• Utilizing existing relationships, positions us to win round out opportunities and recommends the specific types of products appropriate for a customer.
• Participate in prospecting efforts by conducting services analysis and conducting service presentations on assigned prospects.
• Represent Liberty Mutual by attending or presenting at industry forums.
• Assist in internal training efforts by developing material and presenting assigned topics.

Qualifications

• Bachelor's degree or equivalent business background plus at least 7 years of relevant commercial lines experience required.
• Claims experience strongly preferred but not mandatory.
• Material understanding of insurance operations.
• Relevant commercial insurance experience or 3 to 5 years of account management.
• Demonstrated ability to express ideas clearly and concisely (both orally and in written form).
• Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions.
• Information gathering, analytical skills and proficiency in systems are required.
• Demonstrated skills in the areas of negotiation, persuasion, presentation and problem solving.
• Working toward ARM and/or CPCU preferred.