Client Service Manager II
- Liberty Mutual
- Chicago, IL
Job Description
Description
Liberty Mutual has an immediate opening for a Client Services Manager II. The Client Service Manager II, under limited supervision, is primarily assigned to large, moderately complex customers. You will own, manage, coordinate and lead the servicing of assigned accounts. The role is responsible for overall service delivery, including assisting in new business acquisition, account installation, and ongoing proactive and responsive service.
Responsibilities
- Recommends a comprehensive service plan to control significant problems in complex risks, often working with risk control on plan development.
- Monitors status of action items and makes modifications to service plan based on feedback from the customer and broker.
- Designs and proposes solutions to diverse customer concerns.
- Deescalates difficult customer interactions as appropriate.
- Monitors and improves problem reporting, tracking, escalation and resolution.
- Ensures continued compliance.
- Coordinates and leads meetings with customer and broker to ensure service results are in line with plan.
- Manages the delivery of services by all internal functional representatives through proactive follow up and customer/broker communication.
- Manages installation process for new and existing accounts, consults with internal functional representatives when necessary.
- Ensures that understanding and agreement is reached on roles and responsibilities.
- May assist in the renewal process.
- Provides account specific input on overall service plan to include service delivery, service issues and outcome results.
- Utilizing existing relationships, positions us to win round out opportunities and recommends the specific types of products appropriate for a customer.
- Participate in prospecting efforts by conducting services analysis and conducting service presentations on assigned prospects.
- Represent Liberty Mutual by attending or presenting at industry forums.
- Assist in internal training efforts by developing material and presenting assigned topics.
Qualifications
- Bachelor`s degree or equivalent business background plus at least 7 years of relevant commercial lines experience required
- Claims experience strongly preferred but not mandatory
- Material understanding of insurance operations
- Relevant commercial insurance experience or 3 to 5 years of account management
- Demonstrated ability to express ideas clearly and concisely (both orally and in written form)
- Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions
- Information gathering, analytical skills and proficiency in systems are required
- Demonstrated skills in the areas of negotiation, persuasion, presentation and problem solving
- Working toward ARM and/or CPCU preferred
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://www.libertymutualgroup.com/about-lm/careers/benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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