Strategic Client Services Manager, National Accounts

CNA Insurance; Chicago (IL); Hybrid; USD 54,000 - 103,000; Full time

Job summary

CNA Insurance in Chicago, IL seeks an experienced individual contributor to lead the development and execution of claim service strategies while managing underwriting branch partnerships and agency relationships across a National Accounts territory.

The role supports successful account renewals by ensuring consistent delivery against defined service standards and driving strong customer outcomes with brokers and agents.

Qualifications

• Bachelor's degree or equivalent work experience.
• Five to eight years experience in claims or third-party administration or insurance operations.
• Certifications such as CPCU, ARM, AIC preferred.

Responsibilities

• Remains externally focused while serving as primary contact for assigned clients, commercial branch contacts, agents and brokers on all issues related to the client's service relationship with CNA.
• Provides technical, administrative, process, and marketing expertise.
• May serve as executive contact for large, national clients.
• Builds and maintains business relationships with clients, agents and brokers in support of new business, retention and cross‑sell goals.
• Collaborates with underwriting to determine claim service renewals at profitable rates through understanding of client's business, organization, service requirements/standards and goals.
• Leads development, delivery and evaluation of client service goals.
• Customizes measurement tools, such as customer evaluation surveys, and coordinates claim quality reviews, to monitor effective client service results and identify issues.
• Builds consensus with claim, underwriting, agents, brokers and/or clients to facilitate resolution for all pertinent claim service issues and develops action plans when necessary.
• Develops innovative new products and services based on client input and profitability goals.
• Negotiates, communicates and monitors special claim handling instructions for risk management accounts and key commercial clients.
• Accountable for the defined transition plans, special services and meetings for new accounts.
• Serves as a knowledgeable resource to both internal and external customers for inquiries about claim service offerings, products and process.

Skills

Claims systems

Reporting systems

Pricing model

Client setup processes

Statutory requirements

Insurance industry knowledge

Problem solving

Interpersonal skills

Written communication

Negotiation skills

Collaboration

Self-directed

Microsoft Office

Education

Bachelor's degree

Certifications: CPCU, ARM, AIC

Job description

CNA Insurance in Chicago, IL seeks an experienced individual contributor to lead the development and execution of claim service strategies while managing underwriting branch partnerships and agency relationships across a National Accounts territory.

The role supports successful account renewals by ensuring consistent delivery against defined service standards and driving strong customer outcomes with brokers and agents.