About Travelers

The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.

Dir Customer Accounts

Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Summary
The position reports to the National Director, Agency and Direct Bill Operations. The Director of Customer Accounts position oversees assigned duties and workings with all functions of the company to assure all logistics are in line with the customer demands. The position has overall responsibility for accurate account billing, posting and reconciliation of $20 billion in premiums annually. The position is responsible for ensuring that a high level of quality customer service is delivered to a high volume of telephone calls; approximately 66,000 calls received monthly from agents, brokers and insureds.

Primary Job Duties & Responsibilities
Participate as a key player in creating strategies for the organization. Communicate direction to unit and ensure goals and objectives are met through strategic planning. Develop and execute business improvement plans. Accountable for overall quality of customer service and service center operations; establish goals, lead organization to achieve expected results. In addition, responsible for practice of Quality Review procedures and in compliance with its requirements. Identify opportunities to enhance organization efficiencies and customer service through innovation and effective management of human resources. Manage receivables for Agency and Direct Bill Operations, including reducing account delinquencies and suspense accounts to the established goal as set by the organization. Manage expenses as they relate to the operating budget. Manage organizational workflow to meet established goals and standards. Resolve all operational matters to assure business results are not negatively affected by operational problems. Direct and control communication with Commercial Lines insureds to resolve policy and billing issues. Act as liaison to internal and external customers to ensure quality processes, timely resolution of customer and financial related issues are in place (ex: CL Marketing, Service, Audit and insureds attorneys, etc). Manage receivable legal matters that arise with staff and outside counsel. Manage and direct the effective implementation of new technologies and the utilization of existing systems. Responsible for all aspects of personnel management; hiring, training, employee relations, performance management, discipline, termination. Responsible for salary administration and incentive actions of all direct reports. Create and implement developmental opportunities for all staff.

Job Specific & Technical Skills & Competencies
Leadership-Consistently sets clear direction by defining goals and priorities. Makes quick and correct decisions. Develops a high degree of trust through demonstrated personal integrity, ethics and a commitment to doing the right thing. Energizes others to commit to achieving the highest standards. Customer Focus-Identifies customers' needs and takes appropriate action to meet those needs. Acts with a sense of urgency. Alliance Building-Establishes strong networks both within and outside of the division/location. Works effectively with all levels and can easily build new relationships. Management-Demonstrated success in managing the work of others. Takes responsibility for decisions and actions. Challenges employees to take responsibility and ownership for their performance and development. Develops a high degree of trust through demonstrated personal integrity, ethics and a commitment to do the right thing. Business Knowledge-Thorough knowledge of property casualty account billing processes, procedures. Understanding of generally accepted accounting practices and procedures. Understanding of mainframe and PC-based systems. Clearly demonstrates specific knowledge requirements related to account billing processes and services as defined by the Operations Division. Understanding of Commercial Lines products, underwriting, marketing, etc. as they relate to financial controls. Understanding of the Property Casualty insurance business products, field operations and support systems and the issues it faces. Understanding the business and responds to all related issues, concerns and problems. Communication-Understands, synthesizes and conveys complex data. Interacts effectively with all levels of management. Carefully listens to internal and external customer needs to help develop appropriate solutions. Shares information as appropriate and maintains confidentiality. Effectively articulates complex financial issues to customers, management and external parties. Financial/Resource Management - Strong understanding of business objectives to drive bottom line results. Continually seeks ways to implement expense reduction initiatives and/or produce work more efficiently while ensuring that CL Operations objectives ae met. Manages major projects having broad impact on the bottom line. Able to recognize opportunities to achieve best results; takes advantage of all-important opportunities and takes intelligent risks. Decision Making/Problem Solving: Develops new methods or approaches to getting the work done. Evaluates information needs and makes the right choice of approach to meeting those needs. Is resourceful in gaining input to solve problems. Able to evaluate and support the business needs of Commercial lines Operations. Takes complete ownership of issues until resolved. Able to cut through the bureaucracy and resolve issues.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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