Director of Client Services
7 days ago
Our client is a niche services and solutions provider to US Life Insurer and Reinsurer clients. They are a white label Third Party Administrator (“TPA”), enabling US life insurance or reinsurance companies to buy back their life insurance/reinsurance liabilities directly from underlying policy holders.
Located in Westport Connecticut, our client seeks a Director of Client Services to build and manage a team that works directly with policyholders. The ideal candidate will have experience building and managing a team that is customer facing, experience building and scaling business operations, and a demonstrated ability to problem-solve. This position represents an opportunity to join a small team and help influence the growth and strategic direction of the company. A successful candidate will be a highly focused self-starter who enjoys independent work, with minimal supervision, and being part of a small, entrepreneurial team.
Roles and Responsibilities:
- Manage and build a team of Client Service Managers
- Develop and implement a strategy and roadmap for organizational excellence and the Key Performance indicators (KPI)s to measure effectiveness.
- Oversee firm level Service Level Agreements (SLAs), and troubleshoot instances where SLAs are not met.
- Recommend and implement ideas for tactical and strategic improvements to existing processes.
- End-to-end case management of high value inbound opportunities from lead stage to final contracting, by liaising with policy holders with empathy, professionalism, and efficiency;
- Generation of quotes for policy holders by gaining an understanding of the key financial dynamics and closing mechanics of each case;
- Management of case level applications and contracts, including a review of returned contracts for content and completeness;
- Performing qualitative due diligence on current opportunities by assessing potential risk factors on individual cases, and becoming familiar with the applicable laws and regulations related to individual opportunities;
- Management and supervision of leads using internal Customer Relationship Management (“CRM”) system; and predicting, avoiding and/or resolving challenges as they arise with initiative and persistence;
- Identification of new opportunities to continually grow the business.
Job Qualifications and Requirements:
- 5+ years’ experience in customer service and/or financial services;
- Ability to coach, train, and lead a team;
- Comfortable with financial concepts such as Net Present Value
- Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally;
- Strong written communication skills for both internal communication of proposals and business decision-making more generally, and for interactions with external counterparties.
- Comfort working independently, with little supervision;
- Ability to thrive in a fast-paced environment;
- Exceptional organizational skills with a high consideration to detail and accuracy;
- Comfort with Microsoft Office suite (MS Excel, MS Word, MS PowerPoint);
- CRM Experience (specifically Microsoft Dynamics) a plus
A background check and pre-employment screening is required and must be successfully completed prior to employment.
Job Type: Full-time, on-site
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