Concierge Claims Service Executive - Hybrid

Zurich seeks to fill the role of Concierge Claims Service Executive - Hybrid within our Claims Relationship Management team. This position entails managing relationships with mid-size to complex accounts/programs.  Collaborating with business units and functional groups, the Executive executes strategies to enhance claims value-added services, foster profitable growth, and elevate technical excellence, customer satisfaction, and retention. Acting as an account representative, they address customer service issues for respective accounts, liaising with internal and external resources for resolution.

 

At Zurich North America Claims, we prioritize work-life balance and flexibility. Our hybrid work model is designed to meet employees' needs, allowing for individual work preferences while encouraging in-person connections and collaboration when beneficial. While offering flexibility and autonomy, occasional in-office attendance may be required. The selected candidate should be prepared to report to one of the following North American Claims offices: Atlanta, Schaumburg, or Overland Park.

 

Key Responsibilities:

 

• Collaborate with underwriting to engage in new business prospects by effectively communicating and selling the claims value proposition to medium and large accounts.
• Address the claims service needs of prospective and current customers through research, delivering marketing presentations, and responding to requests for proposals (RFPs).
• Ensure customer satisfaction by identifying and resolving service issues, proactively communicating information, and adhering to customer protocols.
• Coordinate and conduct meaningful stewardship and claim review meetings with customers, leveraging data analysis to improve loss costs and demonstrate the impact of Zurich claims services.
• Cultivate and maintain strong relationships with select brokers within the territory to achieve re-bundle targets and present the claims value proposition.
• Understand and address customer-specific needs by collaborating with business units and claims organizations.
• Enhance customer satisfaction and retention by building lasting relationships with customers' risk managers and brokers.

 

Responsibilities:

 

• Monitor and review financial information to identify anomalies and discrepancies, ensuring management has access to accurate claims performance data.
• Conduct due diligence on transactions and processes to assess risk profiles in compliance with relevant regulations.
• Analyze data using established tools and methods, making recommendations to support timely claims resolution.
• Evaluate claims handling processes to identify areas for improvement.
• Review assigned customer cases, prioritize workload, and interpret policies to resolve issues within authority limits.
• Provide specialized advisory support to internal clients, ensuring alignment between policy and practice.
• Identify capability gaps, mentor claims operation staff, and seek resources to resolve performance issues.
• Appoint claims vendors within agreed authority limits, aligned with the organization's Claims Vendor Management strategy.

 

Basic Qualifications:

 

• Bachelor's Degree and 4+ years of experience in Claims or Operations
  OR
• High School Diploma or Equivalent and 6+ years of experience in Claims or Operations
  OR
• Zurich Certified Insurance Apprentice with an Associate Degree and 4+ years of experience in Claims or Operations
  AND
• Knowledge of workers' compensation, general liability, and related products
• Strong customer servic