Client Services Account Manager

ESSENTIAL RESPONSIBILITIES

• Resolves customer service issues, timely addresses inquiries for all policies, and acts as liaison with all internal departments. Troubleshoots and consistently follows up with all parties for resolution. Utilizes monitoring tools to ensure continued compliance.  

• Coordinates and conducts onboarding meetings with assigned new policy holders and brokers. Conducts prospect calls and meetings.  

• Conducts quarterly claims reviews with policyholders and brokers for each assigned account.  

• Completes mock claims 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 knowledge of Company products and programs. 

• Successfully resolves customer service issues and 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. 

• Initiates collaboration with the Claims, Underwriting, and Marketing teams to assess account retention, troubleshoot issues, and address service needs. 

• Actively participates in Client Services team meetings by sharing ideas and thoughts to drive success of the team. Is an active participant providing technical expertise in enterprise projects and company initiatives.   

• Stays abreast of insurance industry changes and internal service team changes.  

• Ensures work is performed in accordance with Company standards and supervisory direction. 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. 

REQUIRED QUALIFICATIONS

• Education: Bachelor’s degree from an accredited four-year college or university required. Minimum of 3 years of experience in workers’ compensation claims handling and/or client services required. 
• 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.

• Certifications:  Valid United States driver's license in good standing required. One or more of the following certifications preferred: 

• California Self-Insurance Administrator (SIP) 

• Associate in Risk Management (ARM) 

• Claims Practitioner in Workers Compensation (CPWC) (replaces prior WCCA certification/California specific) 

• Certified in Workers Compensation (CWC) or California Workers Compensation Claims Professional (WCCP) 

• Property and Casualty Broker-Agent 

DESIRED COMPETENCIES

• Communication: Ability to effectively communicate with clients, brokers, and company staff regarding a wide range of issues. Ability to adjust communication style to fit the audience. Listens actively and asks questions to gain clarification when needed. Written communication is well organized, clearly expresses key points, and demonstrates knowledge of the topic.
• Composure/Conflict Management: Remains composed in the face of potentially ambiguous, stressful, or conflicting circumstances. Reacts to negative emotions with respect, positivity, and a genuine desire to resolve the situation effectively. Seeks win-win solutions whenever possible, ensuring that the needs and desires of policyholders are being addressed while also advocating for the company.
• Organizing and Planning: Effectively manages multiple tasks, prioritizing those that are most critical and/or time sensitive, reassessing priorities throughout the day. Effectively utilizes internal tools and resources to stay on track of tasks and commitments.
• Presentation Skills: Effectively and confidently delivers training to company staff. Exhibits adequate presentation skills and engages the audience through interactive discussions.
• Problem Solving & Decision Making: Remains objective, diplomatic, and solution-focused when addressing concerns or issues from policyholders and brokers. Asks clarifying questions and is able to isolate problems and generate acceptable solutions. Identifies key decisions within own authority and collaboratively involves others in the decision-making process when appropriate.
• Relationship Building: Genuinely enjoys people and likes to work with others. Is responsive and capable of being persuasive and motivating others. Shows an understanding of the importance of maintaining strong relationships with policyholders, brokers, and company staff.

WHAT WE OFFER

• Work-Life Balance
• Hybrid Schedule (up to 2 days WFH upon eligibility)
• Modern Office Setting
• Free On-Site Parking

BENEFITS

• Paid Time Off
• Paid Holidays
• Retirements Savings Match
• Group Health Insurance (Medical, Dental, and Vision)
• Life and AD&D Insurance
• Long Term Disability Insurance
• Accident and Critical Illness Insurance
• Flexible Savings Accounts
• Paid Community Volunteer Day
• Employee Assistance Program
• Tuition Reimbursement Program
• Employee Referral Program
• Diversity, Equity and Inclusion Program