Claims Account Manager I

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

The Claims Account Manager I serves as the main point of contact and liaison between ICW Group customers and business units. This role manages and nurtures customer relationships and leads client interactions and communications. Works closely with various departments to enable ongoing and future sales and renewals. This position responds to customer inquiries, facilitates the connection between clients and appropriate departments, and serves as a liaison for the claims process between clients and adjusters. This position exists to manage accounts, resolve issues and complaints, while providing excellent service to customers of the enterprise.

Territory: Southern California/Southern Nevada/Arizona

WHAT YOU WILL DO:

Serves as main point of contact for customers, brokers, and account executives answering customer inquiries and resolving issues and complaints.

• Supports clients in day-to-day account management adjusting focus depending on client situation. Answers customers' questions and provides needed information as appropriate.
• Investigates customer complaints to determine causes and resolves complaints in a timely manner. Resolves complex questions and issues and provides solutions to customers.
• Maintains relationships with clients and account contacts. Listens to build relationships and provide value.
• Makes connections and refers inquiries to the appropriate company contact including Claims, Underwriting, Premium Audit, and Risk Management as needed. Follows up to ensure timely resolution of questions and concerns.
• Contacts new customers to explain ICW Group's claim philosophy and process for managing injuries.
• Coordinates efforts with the Medical Provider Network contact to discuss setting up the network by account.
• Works proactively to deliver services and provide solutions to clients, resolve conflicts with clients, and smooth communication between staff and customers.
• Participates in marketing for prospective business.

Serves as the account liaison between clients and various lines of business.

• Communicates directly with underwriters on agency and sales calls to discuss ICW Group's claims handling philosophy and to set up the claims special handling requirements by account.
• Partners with Risk Management and Underwriting in resolving any complaints that may surface regarding account servicing by the claim's unit.
• Attends account renewal meetings to provide feedback on account specific issues.
• Notifies Claims Examiners of complaints and complex questions and partners with the Claims Examiners to determine solutions.
• Monitors the First Notice of Loss team's monthly activity through statistical reports to determine efficiency in the claim reporting process for insureds.
• Consults with management to develop and implement customer care solutions and works in collaboration with departments toward better communication.
• Provides support and follow up with clients. Walks clients through ICW website information.

Manages the claim review process.

• Sets claim review dates through calendaring based on policy agreements and assists in completing claims reviews as needed.
• Facilitates service team meetings to communicate ICW Group's claim handling philosophy, current services, and service changes.
• Requests claim status reports from examiners for customer claims reviews or if needed by an insured or broker.
• Follows through with customers after the claim review takes place to outline agreements made during the review.
• Leads client meetings to accounts assigned.

Gathers data, analyzes findings, and interprets results for account management.

• Updates activity log with questions, issues, and requests to track trends.
• Analyzes activity log to identify trends and communicate findings to upper management.
• Prepares and runs customer care reports and loss runs for insureds, agents, and Underwriting.
• Develops, conducts, and analyzes customer surveys regarding the claims servicing experience.
• Creates and maintains client files in accordance with office procedures. Updates and maintains client records.
• Keeps informed on industry information, legislation, and technology to continuously improve knowledge and performance.

WHAT YOU BRING TO THE ROLE

Bachelor's degree from a college or university required with a major or emphasis in, Insurance, Business Administration, Economics, or related field. Additional experience may be considered in lieu of degree. Minimum 4 years of experience in claims or insurance related area required. Minimum 1 years of experience in a customer service role required.

CERTIFICATES, LICENSES, REGISTRATIONS

Current Driver license required.

KNOWLEDGE AND SKILLS

Strong knowledge of Workers' Compensation Claims with a strong customer-focus. Excellent verbal and written communication skills. Strong working knowledge of Microsoft Office programs including Excel, Word, and PowerPoint. Ability to speak effectively and present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Ability to read, analyze, and interpret general business periodicals and to write reports, business correspondence or procedure manuals. Ability to effectively respond to questions from groups of managers, clients, customers, and the general public. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

PHYSICAL REQUIREMENTS

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear. Travel required for client visits up to 30% of the time with occasional overnight stays.

WORK ENVIRONMENT

This position operates in a home office environment and requires the frequent use of a computer, telephone, and other standard office equipment. Requires the ability to work from home when not traveling to other sites.

COMPENSATION

The salary range listed for this position, $74,932.01 to $126,367.76, is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors such as skills, experience and/or education. In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. We typically do not hire towards the maximum of the range in order to allow for future and continued salary growth. We also offer a substantial benefits package outlined below.

WHY JOIN ICW GROUP? (Standard on all postings)

• Challenging work and the ability to make a difference
• You will have a voice and feel a sense of belonging
• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
• Bonus potential for all positions
• Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)
• 10 paid holidays throughout the calendar year
• Want to continue learning? We'll support you 100%

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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