Director Client Services

Sedwick   •  

Naperville, IL

Industry: Accounting, Finance & Insurance

  •  

8 - 10 years

Posted 47 days ago

PRIMARY PURPOSE: To determine account management strategies related to client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local program management staff.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

  • Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs.
  • Conducts pre-renewal visits reviewing client loss experience and general company performance. Reviews and identifies areas of potential dissatisfaction prior to renewal meetings.
  • Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs.
  • Negotiates changes or improvements to service plan.
  • Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
  • Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
  • Resolves all major customer service issues.
  • Identifies and solicits cross-selling opportunities.
  • Participates in local insurance community through advanced education and affiliation memberships.
  • Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
  • Ensures compliance with all applicable Quality initiatives.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

  • Performs other duties as assigned.
  • Supports the organization's quality program(s).
  • Travel as required.

SUPERVISORY RESPONSIBILITIES

  • Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
  • Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
  • Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred. CPCU, AIC and/or ARM or other related designation preferred.

Experience
Ten (10) years related experience or equivalent combination of education and experience required to include two (2) years account manager experience OR five (5) years adjuster experience including two (2) years in a supervisory capacity.

Skills & Knowledge

  • Excellent oral and written communication, including presentation skills
  • PC literate, including Microsoft Office products
  • Analytical and interpretive skills
  • Strong organizational skills
  • Excellent interpersonal skills
  • Excellent negotiation and facilitation skills
  • Leadership/management/motivational skills
  • Ability to work in a team environment
  • Excellent account rounding ability
  • Strong understanding of workers compensation, liability and disability claims management
  • In-depth knowledge of client servicing
  • Ability to handle conflict and confront challenging issues in a fast work environment
  • Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

058645950