Specialty Client Experience Specialist

Location Name TN, Nashville - 25 Century Blvd
Date Posted
2 months ago(11/24/2021 12:21 PM)
Berkley Key Risk Management
Primary Location
North Carolina
Business Services

Company Details




With over 35 years of proven expertise in the workers' compensation industry, Key Risk delivers innovative and responsive solutions that provide our clients the freedom to do what they do best. Offering guaranteed cost options to employers nationwide, Key Risk focuses on delivering products and services within specialized verticals to reduce workers' compensation exposures and deliver industry-leading results.


All products and services are distributed through appointed insurance agents and brokers. Key Risk is a member company of W. R. Berkley Corporation, whose insurance company subsidiaries are rated A+ (Superior), Financial Size Category XV by A.M. Best Company and A+ (Strong), by S&P.


For further information about Key Risk please visit


This role focuses on the overall client experience for the specialty programs at Key Risk and serves as a workers compensation client liaison in specialty industry segments. This includes, but is not limited to, Temporary Staffing, Professional Employer Organizations (PEO) and employers requiring USL&H coverage.  Through strategic planning and the development of targeted resources, the Client Experience Specialist is responsible for aligning services to meet the needs of both new and existing accounts.  This position includes daily account management tasks focused on ensuring seamless and continuous support.  This role provides our clients with consultative solutions that maximize value and results for their business and growth for our company.


Primary responsibilities include providing employers and agents with ongoing communications on their workers compensation programs inclusive of claim correspondence, addressing service success/issues and maintaining appropriate documentation and account records. Actively participate in creating and supporting safety and risk management plans to maintain profitable client accounts and proactively apply business strategies to achieve department and corporate goals.


  • Occupational Risk Analysis/Risk Management
    • Participate in the client risk management process, identify and support opportunities to enhance client management of occupational risk
    • Provide technical and business management support to Key Risk clients and business units with a focus on reducing incidents and total indemnity cost to improve workplace safety and health. 
    • Virtual training and support for specialty clients, including required safety committee initial and renewal training.
    • Scheduling and meeting preparation assistance to Client Experience leadership team for necessary onsite client services and meetings.
    • Provide risk analysis support to Key Risk Specialty underwriting by evaluating the quality of risks and improving account performance. Develop and implement systems and processes that ensure compliance with Key Risk requirements and guidelines. 
    • Monitor updates in relative to safety and health laws and regulations. Support compliance with state regulations and annual filings.
    • Identify potential occupational risk elements and assist in development of alternative solutions. Evaluate client progress to ensure expectations are being met. 
    • Design practices, processes, and procedures that are effective, understandable and repeatable for client accounts.


  • Client Onboarding/Service Plan Management
    • Welcome Call / Orientation – schedule and conduct meaningful orientations with new policyholders:
      • Provide claim reporting information and service plan for policy term
      • Address questions on PremiumSync/Billing setup
      • Introduction, set-up and training on MasterKey Connects client portal
    • Provide support in policy setup to include department and location coding
    • Support renewal preparation through action items identified in the service plan


  • Account Management Responsibilities
    • Liaison with client’s claim representative(s)
    • Provide claim reviews in alignment with insured service plan
    • Ensure panels are up-to-date (where applicable)
    • Manage VirtualMD+ utilization
    • Manage In Network Provider utilization
    • Promotes Transitional Duty programs
    • Leverage and promote additional resources for client program success
    • Maintaining client contact records


  • BA/BS Degree
  • Proficient in Microsoft office applications
  • Detail orientation and commitment to accuracy with a strong sense of urgency and ability to prioritize needs
  • Effective interpersonal and communication skills across various audiences
  • Demonstrated analytical thinking and decision-making skills
  • Previous background and/or experience working with PEOs is preferred

Additional Company Details

The Company is an equal employment opportunity employer.

Additional Requirements

COVID-19 vaccine required unless prohibited by law.


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