Director - Client Services

2 days ago

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Sedgwick

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claims management • risk management • workers'​ compensation • disability • absence solutions

10,000+

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. • Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs. • Conduct 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. • 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.

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

• Flexibility and support for mental, physical, financial, and professional needs. • Environment that celebrates diversity and inclusion.