Director, Client Services

April 1

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EFI Global

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EFI Global is a leading provider of specialized expertise in fire, environmental, and engineering services. They operate globally, offering solutions in various countries including Belgium, Brazil, Canada, Colombia, Denmark, France, New Zealand, South Africa, the United Kingdom, and the United States. EFI Global focuses on disaster recovery, risk engineering, and addressing challenges related to environmental and structural risks. They provide expert analysis and solutions to minimize exposure and manage risks, notably in the aftermath of natural and human-made disasters. Their services are crucial for industries and individuals needing expert analysis on complex issues surrounding fire damage, environmental hazards, and engineering challenges.

Forensic Engineering • Fire Investigation • Environmental and Health & Safety • Specialty Consulting

501 - 1000 employees

Founded 1983

📋 Description

• Determine account management strategies related to client service plans • Responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business • Provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models • Oversee the work of other local Client Services staff • Provide stewardship reporting to clients • Conduct pre-renewal visits reviewing client loss experience and general company performance • Review and identify areas of potential dissatisfaction prior to renewal meetings • Perform client renewal, contract revision, and Client Service Instruction preparation for complex programs • Negotiate changes or improvements to service plan • Facilitate the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments • Coordinate client invoicing, audits and accounts receivable follow up for assigned clients • Resolve all major customer service issues • Identify and solicit cross-selling opportunities • Participate in local insurance community through advanced education and affiliation memberships • Supervise and direct personnel assigned to programs requiring multiple Account Representatives • Ensure compliance with all applicable Quality initiatives

🎯 Requirements

• Bachelor's degree from an accredited college or university preferred • CPCU, AIC and/or ARM or other related designation preferred • Ten (10) years related experience or equivalent combination of education and experience required • Two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity • 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

🏖️ Benefits

• Comprehensive benefits package • Medical, dental, vision • 401k and matching • PTO • Disability and life insurance • Employee assistance • Flexible spending or health savings account • Additional voluntary benefits