Client Services Account Manager

Jobtailor; Sacramento (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Jobtailor in Sacramento, CA seeks an experienced Client Services professional focused on workers' compensation. You will conduct meetings with policyholders and brokers, perform claim reviews, and support onboarding at policy issuance.

You will maintain Salesforce data, collaborate with Claims/Underwriting/Marketing, and drive client retention while staying current on industry changes. The role requires a Bachelor's degree and at least 3 years in workers' compensation claim handling, plus strong

Qualifications

• Bachelor's degree from an accredited four-year college or university.
• Minimum 3 years of workers' compensation claim handling experience.
• Minimum 1 year of client service experience preferred.
• Strong workers' compensation industry knowledge including claim handling/adjusting.
• Proficient in standard business applications and vendor software programs.

Responsibilities

• Conduct prospect meetings with policyholders and brokers and onboarding meetings at policy issuance.
• Perform claim reviews, stewardship meetings, and pre-renewal meetings with policyholders and brokers.
• Attend agency visits, meetings, and events with Marketing and Underwriting teams.
• Develop training for Client Services and conduct mock claim reviews for new staff.
• Maintain accurate Salesforce account information and manage assignments.
• Foster relationships with policyholders and brokers and communicate updates promptly.
• Maintain knowledge of company products and programs and stay updated on industry changes.
• Resolve issues and liaise between policyholders/brokers and company staff.
• Collaborate with Claims, Underwriting, and Marketing to support retention.
• Share ideas in Client Services meetings for continual improvement.
• Proactively communicate problems to Client Services Manager/Director and ensure resolution.

Skills

Workers' compensation knowledge

Client service experience

Communication skills

Travel readiness

Education

Bachelor's degree

Tools

Salesforce

Laserfiche

Microsoft Office/365

Job description

Responsibilities

• Conducts prospect meetings with prospective policyholders and brokers and conducts onboarding meetings with assigned new policyholders and brokers upon policy issuance.
• Conducts claim reviews, stewardship meetings, and pre-renewal meetings with policyholders and brokers for each assigned account.
• Attends agency visits, meetings, and events with the Marketing and/or Underwriting teams.
• Develops and provides training to company staff relating to Client Services, such as development and maintenance of Plans of Action. Conducts mock claim reviews with new Claims Professionals.
• Maintains accurate account information in Salesforce. Effectively utilizes Salesforce to service new business and renewals, and manage account assignments.
• Develops and fosters strong working relationships with policyholders and brokers, providing timely and consistent communication regarding claim or service updates.
• Develops and maintains strong knowledge of company products and programs.
• Successfully resolves customer service issues and timely responds to inquiries. Acts as a liaison between policyholders/brokers and company staff and routinely follows up with all parties to ensure resolution. Utilizes monitoring tools to ensure continued compliance.
• Collaborates with Claims, Underwriting, and Marketing teams to access account retention, troubleshoot issues, and address service needs.
• Actively participates in Client Services team meetings, sharing ideas to drive continual improvement.
• Stays abreast of insurance industry changes and internal service team changes, and proactively shares knowledge with peers and internal partners.
• Proactively communicates any problems or issues that may adversely impact a policyholder or the company directly to the Client Services Manager and/or Director of Client Services.
• Ensures work is performed in accordance with company standards and supervisory direction.

Requirements

• Education: Bachelor's degree from an accredited four-year college or university.
• Experience: Minimum of 3 years of prior experience in workers compensation claim handling required. Minimum of 1 year of prior experience in client service preferred.
• Technical Skills: Strong workers compensation industry knowledge required, to include knowledge of workers compensation claim handling/adjusting.
• Computer Skills: To perform this job successfully, an individual must demonstrate basic technical competencies in the use of computers, standard business applications (e.g., Laserfiche), and Microsoft Office/365 applications, and be able to master and become proficient in proprietary and vendor software programs.
• Must possess and maintain valid United States driver's license in good standing. Occasional travel to corporate offices and client sites is required. Travel requires the use of various forms of transportation, including, but not limited to, automobile, plane or train.