Client Service Manager, National Accounts, Workers' Compensation

This is a Remote Position that can be filled in ANY Non-California Branch

The Manager Client Service serves as the primary liaison for service maintenance and setup of large market accounts ensuring a seamless client experience from onboarding through ongoing relationship management. This role bridges communication between clients and internal teamsincluding underwriting risk control safety and claimswhile addressing account issues facilitating claim reviews and driving the Customer Stewardship Program. The CEM leverages industry expertise past relationships and strategic problem-solving to anticipate client needs resolve challenges and enhance service delivery. Responsibilities include negotiating special handling instructions promoting digital service tools coordinating educational initiatives for agents and policyholders and providing expert support in marketing presentations and broker meetings. The role is accountable for meeting service performance targets maintaining meticulous documentation and fostering cross-departmental collaboration to ensure client expectations are consistently understood met and exceeded.

The essential responsibilities of this position include but are not limited to the following:

• Manages the development and implementation of all customer-related projects overseeing planning execution and performance monitoring.
• Owns the Customer Stewardship Program for all key accounts within the assigned territory.
• Attends new prospect account visits pre-renewal meetings and marketing/underwriting meetings with the ability to substitute for examiners when necessary.
• Acts as subject matter expert in prospect management claims roundtable discussions and close collaboration with underwriting claims safety audit and marketing teams to enhance productivity and customer retention.
• Works closely with underwriting S&H and claims management teams to coordinate new account service setup meeting and ensure dedicated accounts are assigned to appropriate claims examiners.
• Collaborates monthly with internal teams to keep them informed of claims-related topics that could enhance productivity or customer retention.
• Addresses claims-related concerns raised by agents brokers or policyholders and non-claims related issues are communicated to the appropriate departments for resolution.
• Schedules and coordinates internal participation in claim reviews (when applicable) facilitating high-level discussions on claims strategies to strengthen relationships between customers and Zenith.
• Documents and distributes key takeaways and action items from claim review meetings to relevant parties and ensures follow thru and execution on deliverables.
• Develops and establishes a standardized format and educational platform to effectively educate agents brokers and policyholders on Zeniths services practices and current workers compensation claim legislation.
• Promotes webinars from the Safety & Health team facilitates site visits if necessary offers CEU credits recommends additional program (for self-insured accounts) and reviews Bill Review savings and performance with the account.
• Owns the customer stewardship program for all key accounts within assigned territory.
• Works productively and harmoniously with others on a consistent basis.
• Responds positively to direction and feedback on performance.
• Consistently maintains professional and appropriate demeanor.
• Performs other duties/projects as assigned.

Education Qualifications

• High School Diploma Or equivalent required
• Bachelors Degree or equivalent combination of training/experience required

Experience Qualifications

• 5 years insurance related experience required
• Handling claims experience preferred
• Account management experience preferred

Skills and Abilities

• Strong problem-solving abilities initiative and the ability to set priorities based on customer business needs while fostering trust and credibility within the organization.
• Demonstrated ability to be calm and solutions-focused in crucial situations.
• Demonstrated logical problem-solving principles to define issues gather data establish facts and draw valid conclusions.
• Strong presentation skills
• Excellent verbal and written communication skills.
• Demonstrated accountability skills and ability to act promptly to resolve issues with customers best interest in mind.
• Strong Excel and PowerPoint presentation skills.

The expected salary range for this position is $116708.56 to $129676.18. Actual pay will be adjusted based on experience geographic location and other job-related factors as permitted by law.

Qualifications may warrant placement in a different job level

Benefits

• Medical Dental and Vision Insurance
• Flexible Spending Accounts
• Paid Parental Leave
• Life AD&D and Disability Insurance
• 401(k) Employee Share Purchase Plan (ESPP)
• Education and Training Reimbursement
• Paid Leave: 3 weeks/year Vacation 2 weeks/year Sick Leave
• 10 paid Company Holidays 2 Personal Days 2 Floating Holidays
• Employee Assistance Program (EAP)
• For more information review details on the Benefits page of our Career Site: typically posts jobs for a minimum of 8 to 14 calendar days. If you are interested in any of our open positions we encourage you to submit your application promptly.

  Zenith Insurance Company is an equal opportunity employer and considers all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or any other legally protected compliance with California law we are committed to fair hiring practices. Pursuant to the California Fair Chance Act (AB 1008) we will consider qualified applicants with criminal histories in a manner consistent with the law. Additionally in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance we will not inquire about an applicants criminal history until after a conditional offer of employment has been made.

  If you are a qualified individual with a disability or a disabled veteran and need assistance accessing our career center or applying for a position due to your disability you are entitled to request an accommodation. To make a request please contact a Human resources representative at Zenith Insurance Company.

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  Required Experience:

  Manager