-Review, monitor, and resolve escalated issues for designated accounts, at the executive level to ensure the most positive outcome is reached-Assist with overall review of claims, as required for Stewardship meetings or other adhoc national account reviews, as scheduled by the National Account Manager.-Provide qualitative feedback to all operational departments based on individual case reviews, or full claim review for Stewardship meetings.-Provide additional support to Quality and Training team as needed.-Assist Executive team as needed to ensure superior service and client expectations are met.

-Oversee tracking and development of 5 Case Coordinators & execute one-on-one coaching-Track and handle escalated client issues through review of activities and escalate to Management if necessary-Dedicated single point of contact for client communications on high profile accounts-Resolve issues and answers questions from clients regarding products and services-Liaising with managers, team leaders, operatives and third parties to gather information and resolve issues-Communicates with other departments and management to resolve problems and expedite work-Assist with new hire training/shadowing-Keep abreast of new company products and services-Reviewing the performance of staff and identifying training needs -Monitoring random emails to improve quality, minimize errors and track operative performance-Distribution of workload