About this role
Description
This role is dedicated to servicing the Auto Liability and General Liability books of business for United Rentals. The Client Service Manager serves as a strategic partner to United Rentals, its agents and brokers, policyholders, and internal Helmsman functional teams to ensure the effective delivery of risk management, claims, loss control, and related services.
The Client Service Manager is responsible for understanding customer needs, coordinating service delivery, maintaining compliance, and ensuring that account-specific service plans produce meaningful and measurable results. The role acts as a trusted advisor and customer advocate while positioning both the agent or broker and Helmsman as valued partners to United Rentals and other joint customers.
Responsibilities:
- Develops a service plan with assigned agents/brokers and accounts.
- Able to recommend physical and management controls technically appropriate to loss potential. Asks questions and probes customers to help discover their actual needs and priorities and makes modifications to service plan based on feedback from the agent/brokers and policyholder.
- Analyzes stated customer complaints to get at the fundamental issues and develops realistic solutions.
- De-escalates difficult customer interactions as appropriate.
- Ensures continued compliance.
- Coordinates and leads review meetings with customers to ensure service results are in line with plan. Meetings may include and but not limited to Claims Reviews, LCAS Planning Meetings, Report to Management presentations, etc.
- Position the agent/broker to demonstrate their value and the value of Helmsman to our joint customers. Manages the delivery of services by all internal functional representatives through pro-active follow up and agent/broker/customer communication. Manages installation process for new and existing accounts, consults with internal functional representatives when necessary.
- Ensure that understanding and agreement is reached on roles and responsibilities.
- May assist in the renewal process.
- Provides account specific input on overall service plan to include service delivery, service issues and outcome results.
- Consults on opportunities to round out the account.
- Participate in prospecting efforts by conducting services analysis and conducting service presentations on assigned prospects.
- Represent Helmsman by attending or presenting at industry forums.
- Assist in internal training efforts by developing material and presenting assigned topics.
Qualifications
- Bachelor's degree or equivalent business background plus at least 5 years of relevant commercial lines experience required.
- Claims experience strongly preferred but not mandatory.
- Significant knowledge of Liberty Mutual Commercial Markets.
- 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
## Travel
10%