Sr Client Services Manager

You have a clear vision of where your career can go. And we have the leadership to help you get 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 CNAs benefits check out our Candidate Guide.

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 clients 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 clients 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
1. Strong knowledge of claims systems reporting systems pricing model client set-up processes and statutory requirements.
2. Strong insurance industry knowledge especially in the specialty area as it applies to client services and claim products and services administration and systems applications.
3. Strong problem-solving skills and ability to organize and prioritize multiple tasks.
4. Excellent interpersonal skills to effectively serve clients and build relationships and support sales efforts.
5. Strong written and verbal communications skills.
6. Strong presentation and negotiation skills with the ability to function in a competitive adversarial and/or strategic environment.
7. Strong collaborative and influence skills.
8. Self directed to produce quality work products.
9. Knowledge of Microsoft Office Suite and other business-related software and programming.

Education and Experience
1. Bachelors degree or equivalent work experience.

2. Typically a minimum of five to eight years experience in claims or third party administration or insurance operations.

3. Claim management experience preferred.

4. Applicable certifications preferred such as CPCU ARM AIC etc.

CNAutilizesAI-enabled technology during the recruiting process. For more information please visitourcareers page.

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