Client Service Manager - Workers Compensation - Atlanta, GA

PMA Companies; Atlanta (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

PMA Companies is seeking a Client Service Manager for workers' compensation to serve as the primary liaison for service, performance and account installation/orientation for assigned accounts.

You will collaborate with Underwriting, Claims and Risk Control to resolve account challenges, lead stewardship and claim review meetings, and support brokers and clients in achieving optimal outcomes.

Qualifications

• Minimum of six years of hands-on experience in workers' compensation and casualty claims.
• Bachelor's degree or equivalent blend of work experience and academic achievement.
• Excellent verbal and written communication, with strong presentation skills.
• Proficiency in Microsoft Office Applications.
• Analytical thinking and creative problem-solving with a client-service focus.
• Preferred possession of AIC or CPCU designation.

Responsibilities

• Lead service delivery as primary liaison for assigned accounts.
• Support onboarding, broker capability presentations, and new business meetings.
• Manage vendor partner utilization to maximize client outcomes.
• Provide timely feedback to the service team on emerging trends and coordinate with internal departments.
• Coordinate Stewardship and Claim Review meetings to optimize performance and communications.
• Remain accessible to brokers/agents and involve them in client meetings showing results.
• Explain PMA's claim handling philosophy and service capabilities to clients and brokers.
• Support Underwriters by providing insights on service costs by account in internal reviews.
• Collaborate with Underwriting, Claims and Risk Control during account management activities.
• Ensure a cohesive Stewardship report that informs clients of overall results and recommendations.

Skills

Client management

Verbal communication

Written communication

Presentation skills

Analytical thinking

Education

Bachelor's degree

AIC designation

CPCU designation

Tools

Microsoft Office

Job description

Client Service Manager - Workers Compensation

#4897

Multiple Locations

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)

• Atlanta, Georgia, United States
• Nashville, Tennessee, United States