Account Specialist (Finance)

Under the supervision of the Regional Vice President - Client Services, maintains market share by providing excellent customer service and account management to small and medium size Broadspire clients. Manages assigned accounts by analyzing, directing and coordinating the service needs of these clients including those related to claim handling, loss data, cost containment, billing, collections and other services. Pursues increased market share by selling additional service to existing client programs. Assists Broadspire Account Executive's with their account responsibilities.

Responsibilities:

• Handles all aspects of new client set up coordinating activities with the client, broker, carrier, and Broadspire departments to ensure appropriate delivery of service.
• Maintains contact with clients to identify opportunities and develops action plans to drive success.
• Provides ongoing orientation of client personnel in Broadspire methodology, systems and procedures.
• Monitors renewal of contracts for small and midsize clients including pricing proposal preparation and negotiations.
• Updates Client Service Instructions to ensure accuracy, communicating same to internal Broadspire Claims Staff and other departments.
• Identifies, pursues and closes opportunities for sales of additional services to assigned client programs.
• Monitors and analyzes trends in client loss costs and claims management service results, reviewing them with the client/broker/carrier as appropriate.
• Updates internal reporting systems, such as Salesforce.com, Miller Heiman Program Documents, Pricing Workbooks and Client Service Instructions.
• Works with the Strategic Outcomes unit to prepare, analyze and present meaningful benchmark statistical reports for assigned client programs.
• Coordinates and oversees completion of client service plans and project activity with designated staff.
• Develops diary system for statistical/data review and correction, and maintains follow-up communications.
• Evaluates program handling and claims performance of technical personnel and resolves issues uncovered.
• Develops action plans for improvement of product delivery.
• Assists with billing and collections.
• Works with Sales personnel by assisting with marketing to small and midsize prospects.
• Develops and maintains positive working relationships with Sales, Claims, Medical Management service units, IT and other internal Broadspire partners.
• Develops and maintains positive working relationships with partner insurance carriers, brokers, consultants and vendors assuring high levels of satisfaction are achieved.
• Keeps Regional Vice President - Client Services informed both verbally and in writing of activities and results within designated area of responsibility.
• Upholds the Crawford Code of Conduct at all times.
• Assists Broadspire Account Executives with the above listed (and other responsibilities) under the direction of the Vice President - Client Services.

• Bachelor's degree or an equivalent combination of education and experience.
• Minimum 3 years of progressive TPA, Insurance Carrier, or Brokerage experience in claims management, , or underwriting, or the equivalent in related work experience, demonstrating the ability to handle accounts profitably.
• Keeps Regional Vice President - Client Services informed both verbally and in writing of activities and results within designated area of responsibility.
• Claim product and service knowledge.
• Excellent team player fostering collaboration with other business areas.
• Excellent communication skills (written, verbal and listening) and presentation skills.
• Strong negotiating techniques.
• Good time management abilities.
• Excellent attention to detail.
• Sales and client orientation skills.
• Knowledge of Broadspire products and services, general insurance principles, terminology and customs.
• Good computer and systems skills.
• Analytical and problem solving ability.
• Understanding of the insurance/TPA industry and market place.
• Must complete continuing education requirements as outlined by Crawford Educational Services.

• Manages small, and medium size Accounts, and develops the post-sale relationship. Works directly with the account's Risk Managers and other contacts. Coordinates and leads review meetings with Client Accounts to ensure service results are in line with the plan.
• Resolves service problems, answers questions, acts as a liaison with internal functional representatives, and troubleshoots, routinely following up with all parties for resolution. Ensures continued compliance.
• Manages the delivery of services by all internal functional representatives through proactive follow-up and agent/broker/customer communication.
• Develop a service plan with assigned agents/brokers and accounts. Monitors status of action items and makes modifications to service plan based on feedback from the agent/brokers and policyholder.
• Provides account-specific input on the overall service plan to including service delivery, service issues, and outcome results. Consults on opportunities to round out the account. Work with clients on providing analytics on the performance of the program. May assist in the renewal process.
• Participate in prospecting efforts by conducting services analysis and conducting service presentations on assigned prospects.
• Represent Crawford & Company by attending or presenting at industry forums. Assist in internal training efforts by developing material and presenting assigned topics.
• Manages installation process for new and existing accounts, and consults with internal functional representatives when necessary. Ensure that understanding and agreement are reached on roles and responsibilities.
• Upholds the Crawford Code of Conduct