Claims Account Manager II (Northern California)

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our  journey as we strive to transform the insurance  carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our  internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB 

The Claims Account Manager II serves as the main point of contact and liaison between ICW Group customers and business units. This role manages and nurtures customer relationships and leads client interactions and communications. Works closely with various departments to enable ongoing and future sales and renewals. This position responds to customer inquiries, facilitates the connection between clients and appropriate departments, and serves as a liaison for the claims process between clients and adjusters. This role oversees the workflow of the department and serves as mentor to junior team members. This position exists to manage accounts, resolve issues and complaints, while providing excellent service to customers of the enterprise. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Serves as main point of contact for customers, brokers, and account executives answering customer inquiries and resolving issues and complaints.

• Supports clients in day-to-day account management adjusting focus depending on client situation. Answers customers’ questions and provides needed information as appropriate.
• Investigates customer complaints to determine causes and resolves complaints in a timely manner. Resolves complex questions and issues and provides solutions to customers.
• Maintains relationships with clients and account contacts. Listens to build relationships and provide value.
• Makes connections and refers inquiries to the appropriate company contact including Claims, Underwriting, Premium Audit, and Risk Management as needed.  Follows up to ensure timely resolution of questions and concerns.
• Contacts new customers to explain ICW Group’s claim philosophy and process for managing injuries.
• Coordinates efforts with the Medical Provider Network contact to discuss setting up the network by account. 
• Works proactively to deliver services and provide solutions to clients, resolve conflicts with clients, and smooth communication between staff and customers.
• Participates in marketing for prospective business. 

Serves as the account liaison between clients and various lines of business.

• Communicates directly with underwriters on agency and sales calls to discuss ICW Group’s claims handling philosophy and to set up the claims special handling requirements by account.
• Partners with Risk Management and Underwriting in resolving any complaints that may surface regarding account servicing by the claim’s unit.
• Attends account renewal meetings to provide feedback on account specific issues.
• Notifies Claims Examiners of complaints and complex questions and partners with the Claims Examiners to determine solutions.
• Monitors the First Notice of Loss team’s monthly activity through statistical reports to determine efficiency in the claim reporting process for insureds.
• Consults with management to develop and implement customer care solutions and works in collaboration with departments toward better communication.
• Provides support and follow up with clients. Walks clients through ICW website information. 

Manages the claim review process.

• Sets claim review dates through calendaring based on policy agreements and assists in completing claims reviews as needed.
• Facilitates service team meetings to communicate ICW Group’s claim handling philosophy, current services, and service changes.
• Requests claim status reports from examiners for customer claims reviews or if needed by an insured or broker.
• Follows through with customers after the claim review takes place to outline agreements made during the review.
• Leads client meetings to accounts assigned. 

Gathers data, analyzes findings, and interprets results for account management.

• Updates activity log with questions, issues, and requests to track trends.
• Analyzes activity log to identify trends and communicate findings to upper management.
• Prepares and runs customer care reports and loss runs for insureds, agents, and Underwriting.
• Develops, conducts, and analyzes customer surveys regarding the claims servicing experience.
• Creates and maintains client files in accordance with office procedures. Updates and maintains client records.
• Keeps informed on industry information, legislation, and technology to continuously improve knowledge and performance.

Serves as a mentor/leader to junior level team members and oversees department workflow. 

• Manages late reporting on dedicated accounts including non-dedicated accounts where a late reporting issue is surfacing. Reviews ‘ER Late Reported Claims’ on a monthly basis. Determines needed action based on parameters for the program and discusses best course of action to resolve problem with the Account Manager. Follows up and monitors the outcome/result.
• Supervises the monthly Customer Care Tip. Assigns the tip to appropriate team members on a monthly basis. Manages content, reviews for errors, follows up on timely completion.
• Manages and develops customer care presentations for the Claims Branch Offices. Determines cadence of presentation for each Claim Office yearly. Chooses topics, develops content based on current needs, schedules presentations, and shares feedback received with Claims Management. Assigns Account Mangers portions of the presentation to develop and create.
• Acts as a first point of contact in the Customer Relations Unit for Unit Stat inquiries. Once the unit stat decision has been determined, assigns responses to the Account Management team to deliver to customers.
• Oversees workflow for customer service touchpoints on dedicated accounts including the Customer Care audit.
• Analyzes the dedicated account assignments by territory. Identifies service levels of each account and balances Claims Account Manager staffing/ratio, in conjunction with the Customer Relations Manager, to ensure claim service meets our brand level.

SUPERVISORY RESPONSIBILITIES 

This role does not have supervisory responsibilities.

EDUCATION AND EXPERIENCE 

Bachelor's degree from a college or university required with a major or emphasis in Insurance, Business Administration, Economics, or related field.  Additional experience may be considered in lieu of degree. Minimum 5-7 years of experience in claims or insurance related area required. Minimum 2 years of experience in a customer service role required.  

CERTIFICATES, LICENSES, REGISTRATIONS 

Current Driver license required. 

KNOWLEDGE AND SKILLS

Advanced knowledge of Workers’ Compensation Claims with a strong customer-focus.  Excellent verbal and written communication skills. Strong working knowledge of Microsoft Office programs including Excel, Word, and PowerPoint. Ability to speak effectively and present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to read, analyze, and interpret general business periodicals and to write reports, business correspondence or procedure manuals. Ability to effectively respond to questions from groups of managers, clients, customers, and the general public. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to mentor and train junior team members. 

PHYSICAL REQUIREMENTS  

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.  Travel required for client visits up to 30% of the time with occasional overnight stays.

WORK ENVIRONMENT  

This position operates in a home office environment and requires the frequent use of a computer, telephone, and other standard office equipment. Requires the ability to work from home when not traveling to other sites.

We are currently not offering employment sponsorship for this opportunity

#LI-ET1 #LI-Remote

The current range for this position is

This range is exclusive of fringe benefits and potential bonuses.  If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP? 

• Challenging work and the ability to make a difference 

• You will have a voice and feel a sense of belonging 

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match 

• Bonus potential for all positions 

• Paid Time Off

• Paid holidays throughout the calendar year 

• Want to continue learning? We’ll support you 100% 

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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