Senior Client Relations Consultant

<strong>AF Group (Lansing, Mich.) and its subsidiaries are a premier provider of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company, or CompWest Insurance Company.</strong>

Los Angeles, USA

AF Group

<p class="p1"><strong>AF Group&rsquo;s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.</strong></p> <p class="p1"><strong>We strive to continuously increase the long-term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.</strong></p>

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Competitive Compensation and Benefits Package

Overview: <br />United Heartland is a strong competitor in the WC industry and is well known for its high-touch service model. The Client Relations Consultant, acting as a liaison between United Heartland, the agent, and the account, will market our excellent services aggressively and proactively work with the agent as a vital partner to be more responsive to our largest customers&rsquo; needs. This role is responsible for leading and participating in proactive customer outreach efforts to monitor customer satisfaction, retention and enhance company growth. This individual will work very closely and collaborate with all internal resources assigned to and engaged with accounts.
Responsibilities: <br /> <ul> <li>Manage the overall customer lifecycle by acting as the key United Heartland face to the account, ensuring strong client relationships that result in soaring levels of satisfaction, loyalty, retention, and adoption of United Heartland services. <ul> <li>Coordinate service team account visits and create internal alignment</li> <li>Coordinates and conducts training on use of internal UH website and UH Risk Management Information System (RMIS)</li> <li>Coordinate and facilitate mid-term meetings</li> <li>Coordinate and facilitate claim review meetings</li> <li>Coordinate other meetings as necessary</li> </ul> </li> <li>Responsible for driving customer satisfaction and retention through strong, proactive issue resolution, anticipation of future customer needs, and open communication channels with United Heartland. Resolve concerns between UH, agent, and/or insured.</li> <li>Establish a strategic account plan and expectations with the client. Set parameters, maintain internal communication, and develop repository to allow internal viewing and external updates.</li> <li>Visits customers at predetermined and agreed upon frequency to conduct a basis &lsquo;pulse check&rsquo; on the customers to assess their current level of satisfaction, to observe and learn about their business, and to uncover any potential opportunities for either improving current tools/services or identify opportunities.</li> <li>Responsible for balancing client needs and working with others in the organization to make things happen, improve efficiency, and reshape processes, projects, and people to meet business objectives and build a better experience for the client.</li> <li>Accountable for gathering and reporting the client&rsquo;s successes including goal attainment, qualitative results, survey scores, customer testimonials, and references in conjunction with service team and use of UH RMIS.</li> <li>Participates in prospecting new business and supports agency expansion. Coordinates key players both internally and externally and outline target dates for activities.</li> <li>Responsible for training and oversight of agency and large client needs and use of UH RMIS</li> <li>Working with Corporate Marketing; identifies the need for and gathers marketing materials to be used with key clients and distribution partners.</li> <li>Review customer satisfaction results and analyze trends. Provide recommendation to increase satisfaction results.</li> <li>Stays abreast of changes in workers' compensation statutes, case law, and rehabilitation efforts/advancements in order to accurately interpret and apply relevant laws.</li> <li>Performs special projects, as assigned.</li> <li>Maintains confidentiality of all information processed.</li> <li>Provides training sessions for team, other Client Relations Consultants, other business units, agents, and policyholders as required.</li> <li>Mentors other team members by providing guidance, advice, encouragement, and motivation in their daily efforts</li> </ul>
Requirements: <br /> <p><strong>EDUCATION OR EQUIVALENT EXPERIENCE:</strong></p> <ul> <li>Bachelor&rsquo;s degree in Management, Business Administration, Marketing, Insurance or related field or the equivalent in relevant coursework and experience.</li> <li>Combinations of relevant education and experience may be considered in lieu of a degree, preference given to degree.&nbsp;</li> <li>Continuous learning, as defined by the Company&rsquo;s learning philosophy, is required.&nbsp;</li> <li>Certification or progress toward certification is highly preferred and encouraged.</li> </ul> <br /> <p><strong>EXPERIENCE:</strong></p> <ul> <li>A minimum of ten years in an insurance organization with demonstrated technical knowledge in one or more of the following areas: underwriting, marketing, loss control, auditing, or similar knowledge that provides the necessary skills and abilities.</li> <li>Workers' compensation insurance experience required.</li> <li>Progress toward or completion of industry-recognized professional designations (e.g. AU, CIC, CPCU) preferred.</li> <li>Management experience preferred.</li> </ul> <p>&nbsp;</p> <p><strong>SKILLS REQUIRED:</strong></p> <ul> <li>Ability to manage client relationships, especially sensitive issues, and effectively problem solve.</li> <li>Ability to interact with all levels of staff and management, and effectively exchange information clearly and concisely, articulate and present ideas, report facts and other information, and respond to questions as appropriate.</li> <li>Strong interpersonal skills and the ability to negotiate while creating and maintaining mutually beneficial relationships with working partners.</li> <li>Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts and draw valid conclusions.</li> <li>Ability to identify client needs by using effective listening and probing techniques.</li> <li>Ability to research and understand client&rsquo;s business, identify industry trends related, and understand their impact.</li> <li>Ability to determine the key client/business issues and develop appropriate action plans from multidisciplinary perspectives</li> <li>Demonstrated knowledge of company procedures, processes, and workflow. Understanding of scorecard tools and related measurements.</li> <li>Superior knowledge of appropriate jurisdictional workers&rsquo; compensation laws, regulatory authorities, industry trends, and their impact.</li> <li>Demonstrated leadership ability.</li> </ul>