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United States
Liberty Mutual Insurance Hiring for Client Service Manager – Unbundled at Remote Full Time
Underwriting Specialized Services manages some of the most unusual underwriting products for GRS, including captives, unbundled, loss portfolio transfers and former customers. It is part of the broader Underwriting Product organization, which is responsible for creating and drafting policies and insurance products for our commercial customers. UWSS is a growing team with a lot of autonomy to be creative to support the field underwriting groups and our external partners.
The Client Service Manager role for the unbundled team supports the partnerships and processes that are critical to the success of the paper-only product. Supporting the underwriting teams throughout the sales cycle, and then managing the exchange of information, documents and data while interacting with many internal and external stakeholders is key to this role. The CSM is a key representative of the unbundled team, and will have the opportunity to learn about some of the most unique products in the Liberty organization while delivering best in class service to our partners.
- Manage the due diligence process for approval and onboarding of assigned new TPAs.
- Ensure required documents and responses are received from the TPA and are triaged to appropriate stakeholders.
- Engage CI Systems and CI Claims stakeholders upon approval to ensure timely onboarding of TPA provider.
- Negotiate amendments to master service agreements between Liberty Mutual and the eight TPA providers Resolve any issues to ensure timely execution of all amendments.
- Coordinate with NI Casualty account teams (underwriting, distribution, service and claims) for onboarding of assigned new business.
- Manage notification to internal stakeholders and execution of service level agreements.
- Support annual compliance reviews of TPA providers, escalating issues as needed to drive prompt resolution. Evaluate internal and regulatory audits of TPA providers.
- Coordinate with CI Claims to ensure audits are completed and any adverse findings are resolved in a timely manner.
- Resolve any assigned service issues that may arise concerning the TPA providers.
- Engage internal groups such as CI Systems, CI Claims, Support Services, Financial and Regulatory Reporting as needed to ensure issues are thoroughly investigated, triaged and resolved.
- Support activities related to the transition of claims administration between TPA providers for existing customers, including coordination of notifications to State agencies and regulatory boards.
- Maintain effective relationships with all TPA partners.
- Meet regularly with TPA contacts to discuss performance, solicit feedback, drive innovation and ensure compliance with regulatory changes.
- Ensure adequate documentation of processes and controls including updates to reference documents and training content.
- Develop insight into TPA performance to drive underwriting decision-making.
- Oversee handling of daily administrative activities (e.g. state data requests and inquiries).
- Partner with Marketing to build and update materials for the field to use internally and externally.
- Maintain documentation of opportunities including SalesForce and post-mortem analysis.
- Coordinate requests for ad-hoc projects, including data for risk control analysis.
Preferred skills:
- Claims experience strongly preferred but not mandatory.
- Excellent presentation skills highly preferred; ability to mediate and coordinate complex discussions with external partners
- Strong proficiency with Excel
- Familiarity with third party administration (TPA)
Required skills:
- Bachelor’s degree or equivalent business background plus at least 7 years of relevant commercial lines experience required.
- Demonstrated ability to express ideas clearly and concisely (both
orally and in written form). Fully effective organizational and interpersonal skills needed to set priorities and manage time to maximize agent and customer interactions. - Information gathering, analytical skills
and proficiency in systems are required. - Demonstrated skills in the areas of negotiation, persuasion,
presentation and problem solving. - Working toward ARM and/or CPCU preferred.
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That’s why we provide an environment focused on openness, inclusion, trust and respect. Here, you’ll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a “Great Place to Work” by Great Place to Work® US for the past several years. We were also selected as one of the “100 Best Places to Work in IT” on IDG’s Insider Pro and Computerworld’s 2020 list. For many years running, we have been named by Forbes as one of America’s Best Employers for Women and one of America’s Best Employers for New Graduates—as well as one of America’s Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran’s status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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