Job Description
The Manager of Client Services oversees and manages the Claim Advocacy and Risk Consulting staff that supports our property casualty clients providing claim consulting services at time of loss and proactive risk consulting to reduce future cost of risk. The Manager works in the office and travels to customer locations to review results of the Claim Advocacy and Risk Consulting services provided by Gregory & Appel and the insurance companies we represent. The Manager participates in new business/ prospect meetings to assist with Sales and difficult renewals to assist with client retention
Primary Duties
- Day to day management of risk consultants and claim advocates serving as technicalresources and advisor.
- Design and implement claim advocacy and risk consulting programs to lead staff and assist clients with reducing their cost of risk; examples include E-Learning, Risk Transfer, Safety Audits, Emod Analysis, claim trending, OSHA benchmarks and more.
- Monitor staff service efforts including new claims reported, claim activities, claims closed, strategic service/stewardship reports, client risk control seminars and service visits.
- Develop, review and revise department workflows and procedures for claims management and risk control to keep pace with technology advancements, industry changes, new regulations and E&O compliance.
- Serve as mentor for Client Services staff responsible for overseeing the career development plans for each employee in the Client Services Department.
- Manage the department budget working closely with the COO primarily & CFO.
- Lead the hiring process for new department staff as needed based on agency growth and/or resignation, retirement, termination of employees.
- Serves as Risk Consultant and/or Senior Claims Advocate to key clientele in our Commercial Department, Group Captive and Large Deductible programs.
- Serve as Claim Advocate responding to Emergency Claim calls for clients experiencing severe losses outside of normal business hours.
- Serve as a Seminar speaker for clients, industry associations and risk management groups such as IASBO (Indiana Association of School Business Officials) CRI (Captive Resources, Inc.), others.
- Serve as a risk control and claim technical advisor for PC Producers, Commercial Operations, Personal Lines and Employee Benefits.
- Assist with the transition of clients to new PC Producers due to termination, resignation or retirement of Production staff.
- Participate in prospect meetings to sell the Gregory & Appel Client Service offerings as part of our overall risk management package and assist with responding to written requests for proposals.
- Promote cross-selling of new business for PC, Group, Personal Lines and Worksite offerings.
- Serve as Liaison to Group Department to integrate safety and wellness services promoting the 24/7 concept of Safety and Health on and off the job.
- Serves as part of the Gregory & Appel Emergency response team responsible for designing, implementing and participating in fire drills, unwanted intruder, severe weather and other emergencies.
Experience and Skills
Years of Experience:
- Five years of commercial property and casualty insurance experience within an independent agency or insurance company environment is required.
Education:
- Bachelor's Degree; or combined equivalent years of education and experience
License, Certification, or Registration:
- Property and casualty insurance license required.
- Insurance designations such as ARM, AIC, CRM, CIC, CPCU are desirable.
Additional Information:
- Previous management experience within an independent agency environment preferred.
- A thorough understanding of commercial property casualty claims handling, insurance coverage and risk control services are required.
- Good organizational, verbal and written communication skills necessary.
- Ability to utilize computer programs and understand functionality required.
- Basic knowledge of standard accounting practices required.
- Ability to maintain a positive attitude, express enthusiasm and be flexible desired.
- Previous successful leadership roles desired, either within or outside the insurance environment.
- The ability to work independently or as part of a team is recommended.
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Gregory & Appel Insurance
Jan 20, 2025