AVP, Claims Client Services

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Officer-level leader responsible for the strategic direction, leadership, and performance of CNA’s Client Services organization, ensuring the delivery of a consistent, differentiated claims experience across enterprise product lines and business segments. Leads a national team of client-facing professionals who serve as trusted advisors to customers, underwriting partners, and distribution partners, driving service excellence, client retention, and profitable growth. Develops and maintains strong executive-level relationships with key distribution partners, brokers, and agencies across the country, serving as a visible ambassador for CNA Claims and a critical contributor to market relationships, business development, and customer retention strategies. Partners closely with underwriting, distribution, and field leadership to promote CNA’s Claim Value Proposition, support new business opportunities, and enhance renewal success. Serves as a strategic business partner to senior Claim and Field leaders, ensuring client service resources, capabilities, and strategies are aligned with enterprise priorities. Combines exceptional people leadership, organizational leadership, and relationship management skills to foster a high-performing, client-centric culture and strengthen CNA’s reputation in the marketplace.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

Contributes to the achievement of both short-and long-term business objectives by driving the development and implementation of strategic and operational objectives designed to promote CNA Claim value proposition, enhance and claim services, increase customer retention and positively impact the customer experience.

Delivers distinctive value to customer by developing, building and maintaining profitable partnerships with CNA’s largest commercial casualty accounts, ensuring ongoing satisfaction with products and services and identifying opportunities to enhance service offerings that meet or exceed customer needs.

Acts as a key point of contact both internally and externally at senior levels for National Brokers, Agencies and CNA Branch Vice Presidents by representing CNA Claims, communicating claim strategies, and initiatives, promoting product and service capabilities, establishing proactive touchpoints, ensuring timely responses and problem resolution and gathering and sharing feedback throughout the organization.

Leads, directs and has full management accountability for Client Service organization with an emphasis on coaching, talent development, communication, effective expense management, driving a high performance culture, and succession planning in accordance with corporate strategic direction.

Owns overall Client Services budget and is accountable for managing all expenses by selectively and actively managing all resources while efficiently delivering high quality service. This includes financial management of claim services, including collaboration with Claim and Underwriting to develop claim fees, claim service levels, and comparing CNA’s claim fees against third-party marketplace data to optimize the impact and return of ClaimPlus.

Leads or participates in claim/ broker meetings, national meetings (i.e. RIMS), mid-term account reviews, stewardship meetings, renewals and new business offerings by collaborating and partnering with Client Service team, Marketing, Sales and Distribution, Underwriters, Brokers/Agents to understand customer needs, and package claim capabilities, customer-specific trends and industry data, into a compelling story and/or proposition for existing and prospective customers.

Demonstrates effective complex problem solving by working with Claim management to resolve problems, client concerns, and critical issues that place a large account in jeopardy of renewal.

Collaborates with CNA Corporate Marketing to develop tools, processes and resources consistent with CNA’s Brand, to drive best practice producer engagements and that illustrate and endorse Claim capabilities and the claim value proposition to be used in Broker and Customer interactions.

Participates in the development and communication of claim corporate or LoB strategies, goals, initiatives, products, capabilities, organization changes/issues that impact large account clients and brokers. Serves as a point of contact for CNA to obtain feedback of our claim service and customer reaction to changes.

Raises expectations of self and others by continuously learning and broadening industry and technical knowledge, expanding competitive intelligence and attending and/or participating at industry events and forums

May perform additional duties as assigned.

Reporting Relationship

Typically reports to SVP and above

Skills, Knowledge & Abilities

Mastery of the commercial insurance industry and risk management marketplace and products and services

Strategic thinking skills such that individual is able to develop and execute on both a short and longer term operational plan

Advanced communication skills (including both written and verbal) and demonstrated ability to interact and communicate with all levels of external and/or internal business partners within scope of responsibility

Demonstrated ability to collaborate, and to develop and build strong partnerships both externally and internally

Strong leadership and management skills demonstrating integrity and professionalism

Ability to drive results by identifying and resolving significant problems within scope of responsibility

Extensive high level customer service experience and capability to provide superior solutions to internal and/or external customers

Ability to act with a sense of urgency to advance priorities of the organization

Creative thinking skills and ability to use diverse and innovative ideas to solve problems

Knowledge of Microsoft Office Suite and other business-related software

Education & Experience

Bachelor’s degree with Master’s preferred in a related discipline, or equivalent

Typically a minimum of twelve years of related work experience, with seven years management experience

Applicable certifications preferred

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In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $152,000 to $242,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com