Client Service Manager

PMA Companies; Chicago (IL); Hybrid; USD 85,000 - 120,000; Full time

Job summary

PMA Companies is seeking a skilled Client Service Manager to act as the primary liaison for service, performance, and account installation across assigned accounts. You will collaborate with Underwriting, Claims and Risk Control to research and resolve account challenges, reducing the total cost of risk.

Responsibilities include onboarding new accounts, coordinating vendor usage, and leading Stewardship and Claim Review meetings.

Qualifications

• Bachelor's degree or equivalent blend of work experience and academics.
• Six years of hands-on workers' compensation and casualty claims knowledge.
• Strong verbal and written communication with excellent presentation skills.
• Proficient in Microsoft Office applications.
• Analytical thinking and creative problem-solving with client focus.
• Preferred: AIC or CPCU designation.

Responsibilities

• Serve as the primary liaison for service, performance, maintenance, and account installation issues.
• Facilitate onboarding for new accounts and act as the central contact for service inquiries.
• Coordinate vendor partner utilization to improve client outcomes.
• Provide timely feedback to the service team on trends and resolve concerns.
• Lead Stewardship and Claim Review meetings to align on performance objectives.
• Communicate PMA's service capabilities to agents and clients and involve brokers in meetings.

Skills

Client management

Verbal communication

Written communication

Presentation skills

MS Office

Analytical thinking

Education

Bachelor's degree

Tools

MS Office

Job description

We are seeking a skilled and experienced Client Service Manager to join our service team at PMA Companies. In this pivotal role, you will serve as the primary liaison for all service, performance, maintenance, and account installation/orientation issues pertaining to assigned accounts. Drawing upon your comprehensive knowledge of workers' compensation and casualty claims, you will collaborate closely with Underwriting, Claims and Risk Control personnel to research and effectively resolve account-related challenges aimed at reducing the total cost of risk.

Key Responsibilities:

• Key participant in broker capability presentations and new business meetings focused on demonstrating the service offerings of PMA Companies.
• Ensure a seamless onboarding process for new accounts, serving as the central point of contact for all service-related inquiries. Key facilitator of PMA’s ease of doing business approach.
• Manage vendor partner utilization to maximize client outcomes. Facilitate account improvement initiatives aimed at improving client’s results.
• Provide timely feedback to the service team based on emerging trends. Engage internal departments as necessary to resolve service-related concerns.
• Coordinate and engage in Stewardship and Claim Review meetings to ensure optimization and communication of account performance objectives.
• Remain accessible to brokers and agents, adeptly apprising them of developments related to service matters. Involve brokers/agents in client meetings demonstrating client results.
• Communicate PMA’s claim handling philosophy and service capabilities to agents/clients. Utilization of listening skills and problem solving abilities to optimize our service deliverables to meet the needs of the client and broker.
• Provide valuable insights to support Underwriters in evaluating service costs by account through active participation and information sharing during PMA internal account management meetings.
• Collaborate seamlessly with Underwriting, Claims and Risk Control during account management activities such as action planning, claim reviews and stewardship reporting.
• Ensure a cohesive Stewardship report that informs clients of overall results and recommendations to assist in decision-making processes.
• Exemplify commitment to PMA Companies Code of Business Conduct and Ethics. Apply your knowledge and understanding of compliance policies, procedures, standards, and relevant laws in the execution of your job responsibilities.

Requirements:

• Possession of a minimum of six years of hands-on experience in workers' compensation and casualty claims, reflecting a comprehensive knowledge of industry trends and client management.
• Bachelor's degree or an equivalent blend of practical work experience and academic achievements.
• Demonstrated proficiency in both verbal and written communication, underscored by exceptional presentation skills.
• Demonstrated proficiency in Microsoft Office Applications
• Proven aptitude for analytical thinking and creative problem-solving, coupled with a focus on client service that places client satisfaction and performance at the forefront.
• Preferred possession of either the Associate in Claims (AIC) or Chartered Property Casualty Insurance (CPCU) designation, indicating a commitment to professional excellence and continuous growth.

Alternate Location(s)

undefined

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and record-keeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.