AVP, Claims Client Services

About this role

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. 

Officer-level leader responsible for the strategic direction, leadership, and performance of CNA’s Client Services organization, ensuring the delivery of a consistent, differentiated claims experience across enterprise product lines and business segments. Leads a national team of client-facing professionals who serve as trusted advisors to customers, underwriting partners, and distribution partners, driving service excellence, client retention, and profitable growth. Develops and maintains strong executive-level relationships with key distribution partners, brokers, and agencies across the country, serving as a visible ambassador for CNA Claims and a critical contributor to market relationships, business development, and customer retention strategies. Partners closely with underwriting, distribution, and field leadership to promote CNA’s Claim Value Proposition, support new business opportunities, and enhance renewal success. Serves as a strategic business partner to senior Claim and Field leaders, ensuring client service resources, capabilities, and strategies are aligned with enterprise priorities. Combines exceptional people leadership, organizational leadership, and relationship management skills to foster a high-performing, client-centric culture and strengthen CNA’s reputation in the marketplace. JOB DESCRIPTION:

Essential Duties & Responsibilities Performs a combination of duties in accordance with departmental guidelines: • C ontributes to the achievement of both short-and long-term business objectives by driving the development and implementation of strategic and operational objectives designed to promote CNA Claim value proposition, enhance and expand claim services, increase customer retention and positively impact the customer experience. 

• Delivers distinctive value to customer by developing, building and maintaining profitable partnerships with CNA’s largest commercial casualty accounts, ensuring ongoing satisfaction with products and services and identifying opportunities to enhance service offerings that meet or exceed customer needs. 

• Acts as a key point of contact both internally and externally at senior levels for National Brokers, Agencies and CNA Branch Vice Presidents by representing CNA Claims, communicating claim strategies, and initiatives, promoting product and service capabilities, establishing proactive touchpoints, ensuring timely responses and problem resolution and  gathering and sharing feedback throughout the organization.    

• Leads, directs and has full management accountability for Client Service organization with an emphasis on coaching, talent development, communication, effective expense management, driving a high performance culture, and succession planning in accordance with corporate strategic direction.

• Owns overall Client Services budget and is accountable for managing all expenses by selectively and actively managing all resources while efficiently delivering high quality service.  This includes financial management of claim services, including collaboration with Claim and Underwriting to develop claim fees, claim service levels, and comparing CNA’s claim fees against third-party marketplace data to optimize the impact and return of ClaimPlus.

• Leads or participates in claim/ broker meetings, national meetings (i.e. RIMS), mid-term account reviews, stewardship meetings, renewals and new business offerings by collaborating and partnering with Client Service team, Marketing, Sales and Distribution, Underwriters, Brokers/Agents to understand customer needs, and package claim capabilities, customer-specific trends and industry data, into a compelling story and/or proposition for existing and prospective customers. 

• Demonstrates effective complex problem solving by working with Claim management to resolve problems, client concerns, and critical issues that place a large account in jeopardy of renewal.

• Collaborates with CNA Corporate Marketing to develop tools, processes and resources consistent with CNA’s Brand, to drive best practice producer engagements and that illustrate and endorse Claim capabilities and the claim value proposition to be used in Broker and Customer interactions. 

• Participates in the development and communication of claim corporate or LoB strategies, goals, initiatives, products, capabilities, organization changes/issues that impact large account clients and brokers.  Serves as a point of contact for CNA to obtain feedback of our claim service and customer reaction to changes.

• Raises expectations of self and others by continuously learning and broadening industry and technical knowledge, expanding competitive  intelligence and attending and/or participating  at industry events and forums

May perform additional duties as assigned.

Reporting Relationship Typically reports to SVP and above

Skills, Knowledge & Abilities • Mastery of the commercial insurance industry and risk management marketplace and products and services

• Strategic thinking skills such that individual is able to develop and execute on both a short and longer term operational plan

• Advanced communication skills (including both written and verbal) and demonstrated ability to interact and communicate with all levels of external and/or internal business partners within scope of responsibility

• Demonstrated ability to collaborate, and to develop and build strong partnerships both externally and internally

• Strong leadership and management skills demonstrating integrity and professionalism

• Ability to drive results by identifying and resolving significant problems within scope of responsibility

• Extensive high level customer service experience

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