Client Service Manager - Workers Compensation

Old Republic Commercial Risk; Nashville (TN); In loco; USD 85.000 - 110.000; Tempo pieno

Descrizione del lavoro

PMA Companies is seeking an experienced Client Service Manager to act as the primary liaison for service, performance, maintenance, and account installation for assigned accounts. You will work closely with Underwriting, Claims, and Risk Control to resolve challenges and reduce the total cost of risk.

In this role, you will lead onboarding, coordinate stewardship and claim review meetings, and communicate PMA’s service capabilities to brokers and clients.

Competenze

• Six+ years in workers' compensation and casualty claims.
• Strong verbal and written communication with presentation skills.
• Proficient in Microsoft Office; analytical/problem-solving mindset.
• Bachelor's degree or equivalent practical experience.

Mansioni

• Serve as primary liaison for service, performance, maintenance and account installation issues.
• Lead onboarding for new accounts and centralize service inquiries.
• Coordinate stewardship and claim review meetings to optimize performance.
• Collaborate with Underwriting, Claims and Risk Control on account management.
• Present PMA's service offerings to brokers and clients.
• Provide feedback on trends to improve service and cost outcomes.
• Ensure compliance with PMA's Code of Conduct and ethics.

Conoscenze

Communication

Analytical thinking

Client service

Formazione

Bachelor's degree

AIC or CPCU designation

Strumenti

Microsoft Office

Descrizione del lavoro

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' 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.