Sr Client Services Manager - National Accounts

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.
• Serves 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.
• Led 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.

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.

Benefits

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.