Client Service Manager, National Accounts, Workers' Compensation
- Sarasota, FL
- $116,709-129,676 per year
- Permanent
- Full-time
- Manages the development and implementation of all customer-related projects, overseeing planning, execution, and performance monitoring.
- Owns the Customer Stewardship Program for all key accounts within the assigned territory.
- Attends new prospect account visits, pre-renewal meetings, and marketing/underwriting meetings, with the ability to substitute for examiners when necessary.
- Acts as subject matter expert in prospect management, claims roundtable discussions, and close collaboration with underwriting, claims, safety, audit, and marketing teams to enhance productivity and customer retention.
- Works closely with underwriting, S&H, and claims management teams to coordinate new account service setup meeting and ensure dedicated accounts are assigned to appropriate claims examiners.
- Collaborates monthly with internal teams to keep them informed of claims-related topics that could enhance productivity or customer retention.
- Addresses claims-related concerns raised by agents, brokers, or policyholders, and non-claims related issues are communicated to the appropriate departments for resolution.
- Schedules and coordinates internal participation in claim reviews (when applicable), facilitating high-level discussions on claims strategies to strengthen relationships between customers and Zenith.
- Documents and distributes key takeaways and action items from claim review meetings to relevant parties and ensures follow thru and execution on deliverables.
- Develops and establishes a standardized format and educational platform to effectively educate agents, brokers, and policyholders on Zenith's services, practices, and current workers' compensation claim legislation.
- Promotes webinars from the Safety & Health team, facilitates site visits, if necessary, offers CEU credits, recommends additional program (for self-insured accounts), and reviews Bill Review savings and performance with the account.
- Owns the customer stewardship program for all key accounts within assigned territory.
- Works productively and harmoniously with others on a consistent basis.
- Responds positively to direction and feedback on performance.
- Consistently maintains professional and appropriate demeanor.
- Performs other duties/projects as assigned.
- High School Diploma Or equivalent required
- Bachelor’s Degree or equivalent combination of training/experience required
- 5+ years insurance related experience required
- Handling claims experience preferred
- Account management experience preferred
- Strong problem-solving abilities, initiative, and the ability to set priorities based on customer business needs, while fostering trust, and credibility within the organization.
- Demonstrated ability to be calm and solutions-focused in crucial situations.
- Demonstrated logical problem-solving principles to define issues, gather data, establish facts, and draw valid conclusions.
- Strong presentation skills
- Excellent verbal and written communication skills.
- Demonstrated accountability skills and ability to act promptly to resolve issues with customer's best interest in mind.
- Strong Excel and PowerPoint presentation skills.
- Medical, Dental and Vision Insurance
- Flexible Spending Accounts
- Paid Parental Leave
- Life, AD&D and Disability Insurance
- 401(k), Employee Share Purchase Plan (ESPP)
- Education and Training Reimbursement
- Paid Leave: 3 weeks/year Vacation, 2 weeks/year Sick Leave
- 10 paid Company Holidays, 2 Personal Days, 2 Floating Holidays
- Employee Assistance Program (EAP)
- For more information, review details on the Benefits page of our Career Site: https://www.thezenith.com/careers/benefits/