Client Services Manager

Under technical direction, responsible for servicing and retaining client business, developing and maintaining strong, positive, externally focused client relationships, coordinating claims services internally, trouble-shooting, and ensuring renewal of assigned accounts to support customer satisfaction within defined service standards. Focuses on servicing small or moderately complex accounts requiring a moderate level of client contact to maintain competitive positioning.

• Serves as primary contact for assigned clients, agents and brokers on all issues related to the client's service relationship with CNA. Provides technical, administrative, process, and marketing expertise.
• Builds and maintains business relationships with clients, agents and brokers in support of new business, retention and cross-sell goals.
• Participates in presentations to prospective and existing clients. Responsible for negotiating claim services through understanding of client's business, organization, service requirements/standards and goals.
• Onboard and implement service plans for new accounts.
• Implements initiatives to meet client service requirements. Recommends new product and service ideas based on customer input.
• Accountable for monitoring client service results. Identifying all pertinent client service issues and partnering with claim, underwriting, agents, brokers and/or clients to facilitate resolution and develop innovative action plans when necessary.
• Create and deliver special claim handling instructions unique to client needs.
• Work with Risk Management Information Systems to establish client access to claim data, coordinate pricing and initiate any customization necessary (i.e. location coding, coverages, reports, etc.)
• Coordinates and conducts stewardship meetings, trainings, file reviews and occasional claim trends discussions.

• 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 customer service skills, especially in regards to being accessible and responsive.
• Strong problem-solving and ability to organize and prioritize multiple tasks.
• Strong interpersonal skills to effectively serve clients, build relationships and support sales efforts.
• Solid written and verbal communications skills.
• Solid presentation and negotiation skills.
• Good collaborative skills.
• Knowledge of Microsoft Office Suite and other business-related software.

• Bachelor's degree or equivalent work experience.
• Typically a minimum three to four years of experience in claims or third party administration or insurance operations.
• Applicable certifications preferred such as CPCU, ARM, AIC, etc.