Program Claims Client Experience Manager

AmTrust Financial
US - Florida - Boca Raton
January 9, 2025

Program Claims Client Experience Manager

Job Locations

US-United States

Requisition ID

2024-18003

Category

Claims - Specialty Lines

Position Type

Regular Full-Time

Overview

Point of contact for AmTrust internal and external partners including MGA's, insureds and TPA's for all service needs. Provide seamless customer service coordinating all claims, underwriting, loss control and other needs.

Responsibilities

Complete annual/quarterly stewardship report for Program
- Some programs require individual stewardship for each insured
- Review claim trends with MGA/Insured
- Reserve reviews
- Analyze data provided in stewardship reports for high exposure claims, large reserve changes and loss trends
Provide monthly loss runs as requested
Provide a monthly reserve change report
Create and provide ad hoc reports as needed
Setup and lead quarterly meetings with the MGA, underwriting to discuss the program. Include UW, MGA, PCAM, Director and VP
Assist with coordinating audit review meetings
Prospective clients- Provides an overview AmTrust and our claim products and capabilities
Post Bind new clients- Provides assistance in regard to how to report claims, trains on the AmTrust system and answers any other questions relating to new client setup
Setup and maintains service instructions with Program
Trains adjusting teams on special handling for both direct handle and TPA
Setup and run claim reviews for both direct handle and TPA managed claims (some travel may be required)
Maintains claim staff matrixes for each program (admin can assist)
Keeps Program Claims management up to date on any service issues
Prospect calls with prospective MGA's and insureds. UW driven calls to review the CXM and Claims capabilities and services for potential new clients
New client and TPA implementations
Special Projects
Drill down into class and location codes to provide loss control information to clients
Facilitate system code changes requested by clients
Identify coding errors and facilitate updates
Facilitate a seamless transition to AmTrust
Support for billing and payments including PAYO and Easy Pay
Assistance with internal and external audit questions
Client portal registration
Bi-Annual service reviews

Qualifications

Broad understanding of insurance and claims
Excellent analytical skills to define the problem and determine what went wrong and the path to fix it
Organized, professional and has ability to work successfully and meet deadlines in a fast-paced environment
Effective communication skills with internal and external stakeholders at all levels including executives and across departments
Strong commitment to serving the customer
Interpersonal skills
Change champion
Highly organized
Required to have a background in claims.
Efficient use of Excel, Word, PowerPoint, TPA Reporting Systems
Familiarity with Salesforce and SharePoint is beneficial
Ability to learn new apps and systems
Prefer familiarity with AmTrust processes, procedures and systems
Manage through others
Prior supervisor or management skills preferred
Experience working with MGA, TPA, Consultants

#LI-REMOTE

#LI-BL1

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.

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Program Claims Client Experience Manager

Overview

Responsibilities

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