Location: Lake Mary,FL, USA
You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate Guide.
Leads and directs Commercial Premium Audit activities for Customer Segments and all lines of business, ensuring effective delivery of service to all levels of internal and external customers. Collaborates with leadership and directs teams to ensure strategic, operational, and functional developmental goals are met.
JOB DESCRIPTION:
Essential Duties & Responsibilities
* Leads and directs the work activities and has full managerial responsibility for a diverse team of both exempt and non-exempt employees, including the performance and development of employees in accordance with corporate strategic direction.
* Leads and collaborates with offshore partners to direct work activities that include process improvement, performance management, and workload balancing.
* Establishes and maintains strong working relationships with internal and external customers. Assists with resolving issues, acting with a sense of urgency and taking accountability for resolution.
* Collaborates with vendors to review service level agreements and cultivate process improvement opportunities. Prepares high level cost benefit analysis and implements changes. Focuses on increased responsiveness, resolving issues, and continuously raising the quality of work.
* Develops and establishes strategic and long-term department performance goals.
* Responsible for staying up to date on trends and developments within functional area of expertise as well as the insurance industry.
* Ensures strategic plan implementation is consistent with department/corporate goals, including stretch goals, policies, quality assurance and growth objectives, driving transactional excellence.
* Ensures customer satisfaction, quality, and financial results are met.
* Leads non-exempt internal staff in the production of final audit statements, customer engagement transactions, and workflow optimization.
* Leads exempt field premium audit staff in their completion of physical and hybrid premium audits, customer engagement, and workflow optimization.
* Facilitates constructive coaching techniques to assist with employee development and continued learning.
* Stays current with ISO CGL manual, NCCI, and WC independent bureau manual rule changes and test audit program requirements, implements procedure changes as needed, and communicates changes with team to ensure compliance.
* Engages with Underwriting SVPs and zone leadership regarding audit classification, manual rules, large premium variances, billing and processing, and audit disputes.
* Participates in meetings at CNA branch locations to discuss audit topics with Underwriting and facilitate training.
* Facilitates the completion of premium audits for large casualty accounts, including but not limited to meeting with agents and underwriters, assisting auditors, coordinate processing of premium, and completing audits from start to finish.
* Participates in industry-relevant committees (NCCI, State Bureaus, Verisak) to provide expertise and suggestions, seminar/webinar planning, and test/provide feedback on new products.
* Facilitates both new hire training and continued learning sessions.
* Collaborates with Corporate Investigations to assist with premium fraud cases by providing premium audit-related expertise.
* Participates in committees and focus groups within CNA Operations focused on problem-solving, continued learning, and process improvement.
Reporting Relationship
Typically, Director or above
Skills, Knowledge, & Abilities
* Strong knowledge of workers' compensation, general liability, and commercial auto policy writing.
* Ability to effectively lead, coach and develop an audit team.
* Ability to achieve results by taking a proactive strategic view of business goals and objectives.
* Excellent analytical and problem-solving skills, with the ability to effectively plan and direct multiple projects and project teams simultaneously.
* Excellent interpersonal, presentation, verbal and written communication skills, with the ability to effectively interact with internal and external business partners.
* Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people and quality of service.
* Strong knowledge of Microsoft Office Suite, accounting systems and applications, and other business-related software.
* Strong project management, organizing and planning skills.
* Strong communication and presentation skills both verbal and written.
* Ability to travel as necessary.
* Ability to drive strategy and implement innovative solutions to meet and maintain organization goals.
* Ability to implement systems, processes, and procedures that improve the customer experience
Education and Experience
* Bachelor's Degree or equivalent work experience.
* Typically, a minimum of 5 years management experience.
* Minimum of 5 years field Premium Audit experience preferred.
* CPCU or APA designation a plus.
* Six Sigma Black or Yellow Belt preferred.
* Knowledge of multiple state regulator requirements.
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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact ...@cna.com.