Senior Workers' Compensation Client Relations Consultant Remote

United Heartland is a strong competitor in the Workers' Compensation industry and is well known for their 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' 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/TASKS:

• 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.
  • Coordinate service team account visits and create internal alignment
  • Coordinates and conducts training on use of internal UH website and UH Risk Management Information System (RMIS)
  • Coordinate and facilitate mid-term meetings
  • Coordinate and facilitate claim review meetings
  • Coordinate other meetings as necessary
• 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.
• 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.
• Visits customers at predetermined and agreed upon frequency to conduct a basis 'pulse check' 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.
• 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 better experience for the client.
• Accountable for gathering and reporting the client's successes including goal attainment, qualitative results, survey scores, customer testimonials and references in conjunction with service team and use of UH RMIS.
• Participates in prospecting new business and supports agency expansion. Coordinates key players both internally and externally and outline target dates for activities.
• Responsible for training and oversight of agency and large client needs and use of UH RMIS
• Working with Corporate Marketing; identifies the need for and gathers marketing materials to be used with key clients and distribution partners.
• Review customer satisfaction results and analyze trends. Provide recommendation to increase satisfaction results.
• Stays abreast of changes in Workers' Compensation statutes, case law and rehabilitation efforts/advancements in order to accurately interpret and apply relevant laws.
• Performs special projects, as assigned.
• Maintains confidentiality of all information processed.
• Adheres to the Employee Code of Ethical Conduct.

Additional Senior Client Relations Consultant Responsibilities:

• Determines placement of newly assigned accounts.
• Oversees special projects/requests from clients/internal customers as assigned.
• Provides training sessions for team, other Client Relations Consultants, other business units, agents and policyholders as required.
• Mentors other team members by providing guidance, advice, encouragement, and motivation in their daily efforts.

This position description identifies the responsibilities and tasks typically associated with the performance of the position.  Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION:

Bachelor's degree in Management, Business Administration, Marketing, Insurance or related field or the equivalent in relevant coursework and experience. Combinations of relevant education and experience many be considered in lieu of a degree, preference given to degree. Continuous learning, as defined by the Company's learning philosophy, is required.  Certification or progress toward certification is highly preferred and encouraged.

EXPERIENCE:

A minimum of seven to 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 provide the necessary skills and abilities. Workers compensation insurance experience required. Progress toward or completion of industry recognized professional designations (e.g., AU, CIC, CPCU) preferred.

ADDITIONAL EXPERIENCE OF SENIOR CLIENT RELATIONS CONSULTANT:

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 provide the necessary skills and abilities. Workers compensation insurance experience required. Progress toward or completion of industry recognized professional designations (e.g., AU, CIC, CPCU) preferred. Management experience preferred.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:

• Ability to manage Client Relationships, especially sensitive issues and effectively problem solve.
• 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.
• Strong interpersonal skills and the ability to negotiate while creating and maintaining mutually beneficial relationships with working partners.
• Ability to apply principles of independent logical, analytical thinking to define problems, collect data, establish facts and draw valid conclusions.
• Ability to identify client needs by using effective listening and probing techniques.
• Ability to research and understand client's business, identify industries trends related and understand their impact.
• Ability to determine the key client/business issues and develop appropriate action plans from multidisciplinary perspectives.
• Ability to conduct and interpret quantitative/qualitative analysis.
• Ability to research workers compensation laws, regulations or issues specific, in order to offer guidance and/or direction to others.
• Confident and persuasive with strong oral/written communication, interpersonal and customer service skills are essential. 
• Ability to effectively manage and facilitate multi-functional employee teams that are not direct reports.
• Critical thinking and good judgment to quickly determine and prioritize key issues.
• Passion for innovation; comfort with ambiguity, and desire to learn quickly in a dynamic environment.
• Excellent analytical skills to identify improvement needs and develop solutions.
• Ability to manage multiple projects, establish workflows and meet necessary deadlines with minimal direction.
• Proficient in MS office (Word, Excel, Outlook) - advanced skills preferred.
• Excellent organizational skills.
• Ability to maintain confidentiality.
• Ability to perform other assignments at locations outside the office.

Additional Senior Client Relations Consultant (SKA):

• Demonstrated knowledge of company procedures, processes and workflow. Understanding of scorecard tools and related measurements.
• Considerable knowledge of the insurance industry and competitive environment.
• Extensive knowledge of client's business, identify industries trends related and understand their impact.
• Demonstrated ability to determine the key client/business issues and develop appropriate action plans from multidisciplinary perspectives.
• Superior knowledge of appropriate jurisdictional Workers' Compensation laws, regulatory authorities, industry trends and their impact.
• Demonstrated understanding of business needs and proven ability to implement processes and procedures that support business strategies.
• Must exhibit efficiency, collaboration, openness, diplomacy, tact, discretion, and judgment.
• Demonstrated ability to take a lead role and/or assist in training and mentoring of others.
• Demonstrated leadership abilities.
• Understanding regarding territory or region.

Work is performed both in virtual home office and in the field with minimal hazards.  Travel (30%) is required with occasional overnight stays.  May be required to lift and carry computer equipment and other marketing promotional items weighing up to 35 lbs. 

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description. 

We are an Equal Opportunity Employer.  Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis.  Nothing herein is intended to create a contract.

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