AVP, Claims Client Services

Officer-level leader responsible for the strategic direction, leadership, and performance of CNA’s Client Services organization, ensuring the delivery of a consistent, differentiated claims experience across enterprise product lines and business segments.

• Contribute to the achievement of both short- and long-term business objectives by driving the development and implementation of strategic and operational objectives designed to promote CNA Claim value proposition, enhance and expand claim services, increase customer retention and positively impact the customer experience.
• Deliver distinctive value to customers by developing, building and maintaining profitable partnerships with CNA’s largest commercial casualty accounts, ensuring ongoing satisfaction with products and services and identifying opportunities to enhance service offerings that meet or exceed customer needs.
• Act as a key point of contact at senior levels for National Brokers, Agencies and CNA Branch Vice Presidents by representing CNA Claims, communicating claim strategies, and initiatives, promoting product and service capabilities, establishing proactive touchpoints, ensuring timely responses and problem resolution, and gathering and sharing feedback throughout the organization.
• Lead, direct and have full management accountability for Client Service organization with an emphasis on coaching, talent development, communication, effective expense management, driving a high performance culture and succession planning in accordance with corporate strategic direction.
• Own the overall Client Services budget and be accountable for managing all expenses by selectively and actively managing all resources while efficiently delivering high quality service.
• Participate in claim/broker meetings, national meetings (e.g. RIMS), mid-term account reviews, stewardship meetings, renewals and new business offerings by collaborating with various teams to understand customer needs and package claim capabilities.
• Demonstrate effective complex problem solving by working with Claim management to resolve problems, client concerns, and critical issues that place a large account in jeopardy of renewal.
• Collaborate with CNA Corporate Marketing to develop tools, processes and resources consistent with CNA’s Brand to support producer engagements and to showcase Claim capabilities.
• Participate in the development and communication of claim corporate or Line of Business strategies, goals, initiatives, products, capabilities, organization changes/issues affecting large account clients and brokers.
• Serve as a point of contact for CNA to obtain feedback on the claim service and customer reaction to changes.
• Raise expectations of self and others by continuously learning and broadening industry and technical knowledge, expanding competitive intelligence, and attending or participating in industry events and forums.
• May perform additional duties as assigned.

Typically reports to Senior Vice President and above.

• Mastery of the commercial insurance industry and risk management marketplace, products and services.
• Strategic thinking skills with ability to develop and execute both short- and long-term operational plans.
• Advanced communication skills (written and verbal) with ability to interact with all levels of external and internal stakeholders.
• Strong collaboration skill to develop and build strong partnerships externally and internally.
• Strong leadership and management skills demonstrating integrity and professionalism.
• Ability to drive results by identifying and resolving significant problems within scope of responsibility.
• Extensive high-level customer service experience and capability to provide superior solutions to internal and external customers.
• Ability to act with a sense of urgency to advance organizational priorities.
• Creative thinking skills and ability to use diverse and innovative ideas to solve problems.
• Knowledge of Microsoft Office Suite and other business-related software.

• Bachelor’s degree with Master’s preferred in a related discipline, or equivalent.
• Typically a minimum of twelve years of related work experience, with seven years management experience.
• Applicable certifications preferred.

In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $152,000 to $242,000 annually. CNA offers a comprehensive and competitive benefits package to help employees and their families achieve their physical, financial, emotional and social wellbeing goals.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact