Client Services Manager - Middle Market/Construction

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. 

This individual contributor role leads the development and execution of claim service strategies while managing underwriting branch partnerships and agency relationships across an assigned National Accounts territory. The position supports successful account renewals by ensuring consistent delivery against defined service standards and driving strong customer outcomes.

Externally focused, this role partners closely with brokers and agents and provides hands-on support for complex or high-impact accounts, requiring a high level of client engagement to maintain competitiveness and strengthen key relationships.

JOB DESCRIPTION:

Essential Duties & Responsibilities

• Performs a combination of duties in accordance with departmental guidelines:

• 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.

Reporting Relationship
Typically Director or above

Skills, Knowledge and Abilities

• Strong knowledge of claims systems, reporting systems, pricing model, client set-up processes, and statutory requirements.

• Strong insurance industry knowledge especially in the specialty area as it applies to client services and claim products and services, administration, and systems applications.

• Strong problem-solving skills and ability to organize and prioritize multiple tasks.

• Excellent interpersonal skills to effectively serve clients and build relationships and support sales efforts.

• Strong written and verbal communications skills.

• Strong presentation and negotiation skills with the ability to function in a competitive, adversarial and/or strategic environment.

• Strong collaborative and influence skills.

• Self directed to produce quality work products.

• Knowledge of Microsoft Office Suite and other business-related software and programming.

Education and Experience

• Bachelor's degree or equivalent work experience.

• Typically a minimum of five to eight years experience in claims or third party administration or insurance operations.

• Claim management experience preferred.

• Applicable certifications preferred such as CPCU, ARM, AIC, etc.

#LI-Hybrid

#LI-AR1

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $72,000 to $141,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.  For a detailed look at CNA’s benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected]