Client Services Manager

Client Services Manager

As a Client Services Manager, you will act as a Relationship Manager for key large accounts and principal agents by building and maintaining productive relationships. You will also serve as primary liaison for the insured to facilitate carrier services by coordinating key stakeholders, including Underwriting, Risk Services, Actuary, and Claims representatives. Ensures retention of key accounts by collaborating across key stakeholders to execute the Company's client relationship management strategy. Builds strong professional internal and external business relationships for collaboration in communication with the various involved departments.

What you can expect:

• Culture of innovation, teamwork, supportive colleagues and leaders willing to invest in talent
• Internal mobility opportunities
• Visibility to senior leaders and partnership with cross-functional teams
• Opportunity to impact change
• Benefits – competitive compensation, paid time off, comprehensive wellness benefits and programs, employer funded health savings account, profit sharing, 401k, paid parental leave, employee stock purchase plan, tuition assistance and professional continuing education

We'll count on you to:

• Solidifies strong professional business relationships by promoting, identifying and offering exceptional services to large accounts. Serves as primary cross-departmental liaison and relationship manager for large accounts and agents. Ensures retention of key accounts by collaborating with Underwriting, Claims, Risk Services and Actuary to provide exceptional customer experiences.
• Negotiates appropriate service commitments based upon the needs of the accounts and premium thresholds. Serves as point of contact for service level questions or problem resolution.
• Mentors and influences account-level department liaisons by providing feedback and demonstrating how to deliver exceptional customer service and maintain professional communication in all customer interactions.
• Creates and maintains account tracking mechanism to monitor designated resources, staff and time committed to meet account servicing requirements. Develops account-level stewardship reports and metrics in cooperation with IT, Actuary, Risk Services and Claims. Serves as power-user for business intelligence resources in providing client-based data and analysis of loss trends.
• Controls and manages service requests received from agents, underwriters, and risk managers to assure that the company is providing account-level services that are scalable, cost-effective, and do not impede standard workflows and processes.
• Serves as a key point of contact for various programs, agencies, and large accounts.
• Continually evaluates services offered and develops solutions for improving the customer experience. Establishes standards and best practices for the delivery of exceptional underwriting, claims, and risk services service, e.g., ease of doing business, timely, comprehensive, professional communication.
• Collaborates with management in developing policies, procedures, service tools, technical resources, techniques and new products in order to support and enhance services. Responsible for fostering relationships between marketing to develop technical bulletins, newsletters, articles, etc., for internal and external facing partners.
• Leads research to develop/implement risk management initiatives for technical area of responsibilities within Underwriting, Risk Services and Claims departments. Anticipates, recognizes, and addresses the impact that risk management projects and initiatives have on other business units. May independently perform research or lead a team of risk management consultants and/or cross-functional teams in order to complete specific projects.
• Maintains current knowledge base with technical subject matters, regulatory environment and emerging issues.
• Performs other related duties as assigned by management.

What you need to have:

• Bachelor's degree; 10+ years multi-line property/casualty/risk services/underwriting experience; or equivalent combination of education and experience.
• Strong relationship, marketing and consulting skills required to interact with underwriting, risk services, claims, agencies, policyholders and vendors.
• Demonstrates creativity, strong business acumen, critical thinking, problem analysis and problem resolution skills.
• Works effectively with all levels and can easily build new relationships.
• Excellent verbal and written communication skills, including presentation skills.
• Ability to lead and get results through others.
• Strong collaboration skills and teamwork minded.
• Ability to thrive in a self-directed, fast-paced environment that continuously adapts based on customer need.
• Ability to travel frequently up to three weeks a month and operate a company vehicle to perform required travel.
• Strong organizational, prioritization and desk management skills.
• Ability to mentor and assist in development of risk services staff.
• Regularly and consistently demonstrates commitment to company values and guiding principles.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook; company business systems and various analytical tools to evaluate data.

What makes you stand out:

• Bachelor's degree
• Training/presentation experience desired.
• CPCU, ARM, CIC certifications helpful.
• Claims knowledge and handling experience.

Additional Company Details

We do not accept any unsolicited resumes from external recruiting agencies or firms. The company offers a competitive compensation plan and robust benefits package for full time regular employees. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Sponsorship Details

Sponsorship not Offered for this Role