Client Experience & Retention Lead

AmTrust Financial Services, Inc.; Scottsdale (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

AmTrust Financial Services, Inc. is seeking a Client Experience Manager to support Sales, Underwriting and Claims throughout the life of the policy. The CXM will drive retention and growth by creating loyal and satisfied clients while improving loss cost and experience mods with a regional focus.

The CXM will partner with internal teams to address client needs, onboard agents and insureds, and build strong relationships to deliver outstanding service and value.

Qualifications

• 4+ years in claims handling, supervision, or management (Workers’ Comp/Property/Casualty).
• Excellent interpersonal communication and presentation skills.
• Proficiency with Excel/Word/PowerPoint applications.
• Strong relationship management and ability to collaborate across departments.

Responsibilities

• Act as a proactive consultative resource for the client with 80+ accounts.
• Use claim data and analytics to identify opportunities for account improvement.
• Ensure an elevated experience for agents and insureds to support new business and retention.
• Advocate AmTrust value to clients and coordinate with internal teams (Underwriting, Sales, Claims).
• Onboard agents/insureds to educate on AmTrust capabilities.
• Coordinate and facilitate claim reviews with agents and insureds.
• Document key activities and insights in the appropriate systems.

Skills

Excel

PowerPoint

Interpersonal skills

Communication

Collaboration across departments

Multitasking

Detail-oriented

Organized

Education

Bachelor’s degree

Tools

MS Office (Excel/Word/PowerPoint)

Job description

AmTrust Financial Services, Inc. is seeking a Client Experience Manager to support Sales, Underwriting and Claims throughout the life of the policy. The CXM will drive retention and growth by creating loyal and satisfied clients while improving loss cost and experience mods with a regional focus.

The CXM will partner with internal teams to address client needs, onboard agents and insureds, and build strong relationships to deliver outstanding service and value.