Program Claims Client Experience Manager

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.

• One point of contact for all internal and external parties for all day-to-day inquiries for both direct and TPA handled programs including underwriting, claims and loss control
• 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

• 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

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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.