General Liability Claims Consultant

About the role

This individual contributor role leads the development and execution of claim service strategies while managing underwriting branch partnerships and agency relationships across an assigned National Accounts territory. The position supports successful account renewals by ensuring consistent delivery against defined service standards and driving strong customer outcomes. Externally focused, this role partners closely with brokers and agents and provides hands-on support for complex or high-impact accounts, requiring a high level of client engagement to maintain competitiveness and strengthen key relationships.

Responsibilities

• 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; 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 processes.

Requirements

• Bachelor's degree or equivalent work experience.
• Minimum of five to eight years of experience in claims, third-party administration, or insurance operations.
• Claim management experience preferred.
• Applicable certifications preferred (e.g., CPCU, ARM, AIC).

Skills

• Strong knowledge of claims systems, reporting systems, pricing models, client set-up processes, and statutory requirements.
• Strong insurance industry knowledge, especially in specialty areas as they apply to client services, claim products, administration, and systems applications.
• Strong problem-solving skills and ability to organize and prioritize multiple tasks.
• Excellent interpersonal skills to effectively serve clients, build relationships, and support sales efforts.
• Strong written and verbal communication skills.
• Strong presentation and negotiation skills with the ability to function in competitive, adversarial, and/or strategic environments.
• Strong collaborative and influence skills.
• Self-directed to produce quality work products.
• Knowledge of Microsoft Office Suite and other business-related software and programming.

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 $54,000 to $103,000 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.