What are the responsibilities and job description for the Sr. Client Services Manager position at CNA?
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.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate Guide.
Individual contributor, responsible for developing and directing claim service strategies and for managing branch underwriting and agency relationships within an assigned territory. Monitors, facilitates and assists in the successful renewal of accounts to drive customer satisfaction within defined service standards. Externally focused on servicing brokers / agent and critical or complex accounts requiring a high level of customer contact to maintain competitive positioning.
JOB DESCRIPTION :
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines :
- 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. 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 process.
Reporting Relationship
Typically Director or above
Skills, Knowledge and Abilities
Education and Experience
LI-AR1
LI-Hybrid
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.
