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State Fund Today

Meet Our New National Client Services Manager

State Fund
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With more than 25 years at State Fund, Chester brings extensive workers’ compensation experience to his new role as National Client Services Manager. Since joining us in 2001, he has held positions in premium audit, marketing, underwriting, and leadership, most recently serving as regional marketing manager in the Greater Bay Area. In his new role, Chester will lead our work with national and multi-office brokerage partners. He’ll focus on strengthening broker relationships, connecting teams across the organization, and finding opportunities to grow and retain business. His experience will help to provide a consistent and connected experience for our broker partners.

Q & A:

Can you tell us about your career journey and what led you to this new role?

I started my career at State Fund in August 2001 as a premium auditor. It was only supposed to be a two-year stint for me to save money to pay for graduate school and go back to get my doctorate in sports medicine, but I ended up falling in love with State Fund and my job, and I stayed for 12.5 years. Then I was persuaded to come over to Field Marketing and be a senior marketing rep. At the time, I did not want to work with brokers because I thought all they did was complain. Boy was I wrong. This was probably the best decision I made as I learned to really enjoy working with brokers and understanding the challenges they are presented with daily. I served in this role for 7.5 years and then decided it was time for me to try and obtain a leadership role where I felt I could make a larger impact. This is when I became an assistant underwriting manager for the Greater Bay Area region. I served in this role for 2 years before Field Marketing came knocking again with a vacancy as the regional marketing manager for the Greater Bay Area region. I was fortunate to get this job and served for 3 years. Then this past summer, an opportunity opened for me to apply for the National Client Services Manager (NCS) position. I jumped at this opportunity as I felt I could utilize the experiences I gained as an auditor, marketing rep, underwriting manager and marketing manager to revamp the NCS role and help drive more growth opportunities with our largest broker partners.

What are you most excited about in your new role?

I’m most excited about taking this role and expanding it in a way that will help drive more positive business to State Fund. I’m also excited to collaborate with all the regional ops teams to ensure we work efficiently and effectively to maximize the potential of each of our NCS brokers.

What does great customer service mean to you?

To me, great client service is not about always saying “yes.” It’s about building trust with your clients and making sure you are available to them. It’s about responding timely to inquiries and acknowledging our clients, whether or not you have an answer for them. Great client service means not leaving our clients in the dark and making sure they can trust you as a business partner.

What do you want brokers and clients to know about your approach to working with them?

My approach to working with our brokers and clients is based on trust and mutual respect. There will be times where difficult conversations need to be had and by having a working relationship built on trust and respect, I feel confident that we can handle any conversation. I also feel transparency is very beneficial. I pride myself on being responsive to our brokers and always explaining the “why.” I feel there are times where our clients get very upset working with us because they don’t understand why we make the decisions we do. By helping them understand the “why,” I have always had positive conversations with my clients, even when they were not happy with the final answer, they respected my answer because I gave them the “why.”

Outside of work, what’s something people might be surprised to learn about you?

I have an identical twin brother named Lester and many colleagues have run into him thinking it was me. I am also a big sports fan. I will literally try any sport even if I’m not good at it. I love playing basketball, football, baseball, biking, beach volleyball, and golf. I call the latter more like landscaping instead of golfing when I’m out on the course, but I still love it.