Claims Account Manager II (Northern California)

About the role

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission 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 ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our internal and external communities better everyday! Learn more about why you want to be here! PURPOSE OF THE JOB The Claims Account Manager II 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 role oversees the workflow of the department and serves as mentor to junior team members. This position exists to manage accounts, resolve issues and complaints, while providing excellent service to customers of the enterprise. ESSENTIAL DUTIES AND RESPONSIBILITIES 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 regardin

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