Sr. Client Services Representative

Company Details

 

 

With over 35 years of proven expertise in the workers' compensation industry, Key Risk delivers innovative and responsive solutions that provide our clients the freedom to do what they do best. Offering guaranteed cost options to employers nationwide, Key Risk focuses on delivering products and services within specialized verticals to reduce workers' compensation exposures and deliver industry-leading results.

 

All products and services are distributed through appointed insurance agents and brokers. Key Risk is a member company of W. R. Berkley Corporation, whose insurance company subsidiaries are rated A+ (Superior), Financial Size Category XV by A.M. Best Company and A+ (Strong), by S&P.

 

For further information about Key Risk please visit www.KeyRisk.com

Responsibilities

The Sr. Client Service Executive (CSE) will deliver quality customer service to Key Risk clients in an effort to retain profitable business.

 

Account Management

• Serve as the point of contact for assigned accounts / book of business, delivering exceptional service, addressing and resolving issues, and retaining profitable business.• Partner with assigned accounts and provide education to reduce claim frequency and severity, including claim prevention, timely reporting, accident investigation, network usage and/or panel of physicians, and transitional duty programs.• Work closely with underwriting, risk management, and claims to understand the profitability of an account, outstanding initiatives, and any issues in a timely manner.• Communicate effectively with the internal team as well as clients (agent and policyholder), notifying the internal team of any trends or changes in the account and acting as liaison between claims, risk management, and underwriting in a timely manner.• Follow service guidelines; coordinate and deliver all meetings (orientation visits, claim reviews, stewardships, etc.) according to the guidelines and complete all follow up actions from meetings in a timely manner.• Participate in new business sales presentations and agency visits to sell Key Risk services.• Actively participate in monthly CSM meetings and discuss assigned accounts, including open claims, reporting time, network penetration, transitional duty, service issues, and trends.

 

Agency Management

• Communicate account changes, including adjuster changes and program changes, to clients (agents and policyholders) in a timely manner.• Communicate issues or trends, including large reserve increases, return to work concerns, and lag time with an account, to the agent in a timely manner.• Develop and maintain positive and professional agency relationships, managing expectations of services provided as outlined with the client to meet or exceed expectations.

 

Financial Management

• Monitor assigned accounts for claim reporting issues, advise the internal team on any trends or issues, address issues with the client and agent, and provide assistance to the client to resolve the issue.• Ensure the timely delivery of valid panel of physicians to ensure network usage; recognize jurisdictional expectations and communicate with the account and the panel coordinator; follow up with accounts throughout the policy period regarding concerns with the panels or providers.• Provide assigned accounts with pharmacy network information, communicate effectiveness of the program, and address provider issues.• Review claim status reports for reserve accuracy and address questions or concerns of reserve inadequacy (high or low) directly with claims staff.• Promote Return to Work (RTW) programs to all assigned accounts and address RTW issues as notified by claims staff; conduct seminars to train and educate clients when necessary and involve the internal team to resolve issues and help clients understand the importance of RTW programs.• Promote and set up access to client portals for assigned accounts, promoting increased communication and easy access to claims information.• Understand and promote the appropriate vendor usage to clients (e.g., approved law firms, approved investigators, vocational rehab, etc.).

 

Team Leadership

• Provide leadership to the team by encouraging teammates in departmental initiatives and promoting the sharing of knowledge and ideas.• Promote brainstorm sessions that identify ways to enhance departmental processes, work product, or materials, and work with management to implement enhancements.• Assist management with training, including training new associates as well as existing associates in identified areas.• Perform specific assignments as requested in absence of Manager, Client Services.• Lead the testing of new or enhanced projects in client portals.• Complete projects which may include implementation of new systems, enhancements to existing systems, new or enhanced products, procedures and/or projects that assist claims management with improving closing rates (such as reviewing open indemnity claims with no TTD or TPD payments).

 

Other Responsibilities

• Remain up to date on case law in the jurisdiction(s) of assigned clients and participate in an education process to learn case law in other states where KRIC is licensed.• Demonstrate behavior consistent with Key Risk culture, policies, and procedures.

Qualifications

Qualifications:

 

• Minimum 10 years workers’ compensation insurance industry experience or 10 years multi-disciplined insurance experience with an emphasis on claims and workers’ compensation programs.• Prior workers’ compensation claims adjusting experience.• Understanding of current case law in at least one of KRIC’s operating jurisdictions; knowledge in more than one state preferred.• Minimum of 5 years prior client service experience in a similar role.

 

Education Requirement

• Four-year college degree; insurance designations or coursework in a designation (such as CPCU, AIC, ARM) preferred.

Additional Company Details

Only solicited resumes/candidate profiles that are submitted by a Berkley Preferred Agency Partner that have been requested by Berkley Internal Recruiting to engage in a particular search will be subject to the payment of Agency fees as defined in the formal agency agreement. Any unsolicited resumes/candidate profiles are not subject to payment of the agency fees. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Additional Requirements

Location and Travel: • Atlanta, GA.

Sponsorship Details

Sponsorship not Offered for this Role