Manager, Client Experience

Overview

The Manager, Client Experience, reports to the Director of Client Experience and is responsible for ensuring the client experience managers and specialists provide client support throughout the life of the policy. The Manager Client Experience will oversee a team of Client Experience Managers and Specialists 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 Manager will ensure the CXMs and CXSs support our internal Sales, Underwriting and Claims teams by working alongside them to address anything they need, or a client needs with a regional focus. The manager will ensure the CXM is one point of accountability to address any issues that arise over the life of a policy.

The Manager must maintain a solid understanding of AmTrust's mission, vision, and values and uphold the standards of the AmTrust organization.

Responsibilities

1. Manage, develop, and direct the Client Experience Managers to ensure they are a proactive consultative resource for their clients.
2. Hold responsibility for all Client Experience interaction and ensure we are delivering an elevated experience for our clients.
3. Provide guidance and coaching on how the CXM utilizes claim data and analytics to provide actionable insights for the client to identify opportunities for account improvement.
4. Provide guidance and coaching to ensure the CXMs and CXSs deliver an elevated experience for our agents and insureds to support new business and retention.
5. Ensure the CXMs and CXSs are a brand representative to the client, and they must advocate why choosing AmTrust is most valuable to the client needs.
6. Ensure the CXMs assist AmTrust Underwriting, Sales and Claims in new and renewal business through prospect calls, onboarding, development of agent/insured profiles, and development of agent/insured service plans, claim reviews, stewardships, customer education, issue resolution, reserve communication, coding reviews, and significant loss communication.
7. Ensure the CXSs react timely and accurately to all agency or insured questions/issues/concerns regarding payments, PAYO, EasyPay, deductibles, audit, and portal registration and training.
8. Build and maintain relationships with Insureds & Agents and all internal partners to ensure a high level of customer satisfaction.
9. Act as a technical expert and resource for staff when conducting loss analysis and reporting of insureds claims experience through the Stewardship report process as well as any other issues.
10. Completes all CXM monthly metrics to ensure CXMs delivering all requirements.
11. Ensure appropriate documentation of all CXM and CXS activities.
12. Recruit, coach, and develop staff to broaden and strengthen the skill sets to further promote talent within the organization both laterally and management opportunities, creating a high performing results-oriented staff.
13. Manage performance including communication of objectives, providing on-going coaching, conducting performance reviews, and as applicable initiating progressive disciplinary actions.

1. Makes recommendations to director and leadership concerning promotions, terminations, and staffing authorizations.
2. Implements new and revised policies and procedures.
3. Performs other functionally related duties as assigned.

Qualifications

Required:

• Minimum 7-10 years relevant experience in claims Workers' Comp/Property/Casualty Claim handling
• Minimum 3-5 years management experience over a team
• Strong ability to collaborate across departments.
• Excellent interpersonal communication and presentation skills.
• Proficiency with Excel/Word/PowerPoint applications.
• 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

The salary range for this role is $110,000 - $125,000/year. This range is only applicable for jobs to be performed in California. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics. This range may be modified in the future.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.