Client Services Manager, West

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.

Under technical direction, responsible for servicing and retaining client business, developing and maintaining strong, positive, externally focused client relationships, coordinating all 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.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• 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.
• 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.
• Establishes pricing based on existing model for renewals at profitable rates.
• Implements the defined transition 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.
• Deliver performance guarantees and special claim handling instructions.
• Prepares and monitors client set-up specifications including location coding and coverages. Sets up and monitors cost management (managed care) programs.
• Coordinates and conducts midterm meetings, seminars, client training, and file reviews/audits.
  
  
  

Reporting Relationship

Typically Director or above

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 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.
  
  
  

Education And Experience

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

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. 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. 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.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.