Client Experience Manager II

Overview

The Client Experience Manager, reports to the Manager, Client Experience and is responsible for client support throughout the life of the policy.  The Client Experience Manager (CXM)’s goal is to support Sales, Underwriting and Claims to drive retention and growth by creating loyal and satisfied clients while improving loss cost and experience mods. The CXM will support our internal Sales, Underwriting and Claims teams by working along side them to address anything they need, or a client needs with a regional focus.  This model will allow one point of accountability to address any issues that arise over the life of a policy.

Responsibilities

• The Client Experience Manager will be a proactive consultative resource for the client. They will carry an inventory of 80+ accounts. A mix of agents and insureds.
• The CXM will utilize claim data and analytics to provide actionable insights for the client to identify opportunities for account improvement.
• Ensure an elevated experience for our agents and insureds to support new business and retention.
• The CXM is a brand representative to the client, and they must advocate why choosing AmTrust is most valuable to the client needs.
• Assisting AmTrust Underwriting, Sales, and Claims in new and renewal business through prospect calls.
• Onboard Agents/Insureds to educate on AmTrust capabilities.
• Build and maintain strong professional relationships and collaboration with all internal departments to better serve our customers.
• Build and maintain relationships with Insureds & Agents to ensure a high level of customer satisfaction.
• Learn and understand the insured and agent profile to provide and coordinate best services to internal and external partners.
• Resolve customer issues in a timely and complete manner.
• Conducting metrics analysis and reporting of Insureds claims experience through the Stewardship report process.
• Must demonstrate the ability to tell the AmTrust story to internal/external partners by completing the CXM certification.
• Educate and train internal business partners, agents, and brokers on AmTrust services
• Collaborate with Sales/Underwriting and Claims to customize presentations to tell the AmTrust story.
• Coordinate & facilitate Claim Reviews with internal staff, agents & insureds.
• Partner with Sales/Underwriting and Claims to achieve customer retention goals by following CXM best practices.
• Coordinate Special Claims Handling Instructions to build a service plan that addresses specific claim handling needs for insureds/agents as requested.
• Complete reserve and coding reviews.
• Notification of significant loss communication to insured/agent.
• Document a record of key activities, such as claim reviews, stewardships, customer education and issue resolution within the appropriate systems.

Qualifications

• Minimum 4+ years relevant experience in claims Workers’ Comp/Property/Casualty Claim handling/Supervision/Management.
• Strong ability to collaborate across departments.
• Excellent interpersonal communication and presentation skills.
• Proficiency with Excel/Word/PowerPoint applications.
• Exceptional communication skills, both oral and written; professional telephone etiquette
• Excellent relationship management skills
• Ability to manage multiple tasks simultaneously
• Must be detail oriented, organized, and possess strong interpersonal skills

Preferred: 

• Previous Claim Account Management/customer service experience.
• Bachelor’s degree