Director of Client Services

1 month ago

Newark, United States Elite Full time
POSITION: Director, Client Services (Work Comp & Liability Claims Management)

REPORTS TO: Vice President, Client Services

POSITIONS SUPERVISED: Not applicable

TRAVEL: Required

DUTIES AND RESPONSIBILITIES:
  • Manages essential account set-up functions for new clients
  • Continually monitors COMPANY's service to assigned client accounts
  • Provides consultative stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs; providing program recommendations
  • Conducts client 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.
  • 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; identification of proactive solutions
  • Identifies and solicits cross-selling opportunities.
  • Participates in local insurance community through advanced education and affiliation memberships.
  • Responsible for budget preparation and profit and loss on assigned accounts in conjunction with Branch and Regional management.
  • Managing Captive, Self-insured Groups/Pools, and Program Administration business as part of the alternative risk solution segment.
  • Ability to produce analytical program data through graphs and tables, use spreadsheets efficiently, and perform calculations and automation to process large volumes of data.
  • Ensures compliance with all applicable Quality initiatives.
  • Travel as required.
EQUIPMENT OPERATED/USED: Computer, fax machine, copier, printer and other office equipment.

SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire

QUALIFICATIONS REQUIRED:

Education: Required: Bachelor's degree in a related field or equivalent combination of education and experience.

Experience: Must have a minimum of three (3) to five (5) years of account management or alternatively three (3) to five (5) years of supervisor experience.

Preferred Skills
  • Excellent oral and written communication skills, including presentation skills
  • PC literate, advanced skills in Microsoft Office products, Excel, PowerPoint
  • Analytical and interpretive skills
  • Strong organizational skills
  • Excellent interpersonal skills
  • Excellent negotiation and facilitation skills
  • Leadership/management/motivational skills
  • Ability to work independently and in a team environment
  • Excellent account rounding ability
  • Strong understanding of workers' compensation and liability; In-depth knowledge of client servicing
  • Knowledge of Alternative Insurance Solutions including, Captives, SIGs, and Program Administrator business
  • Ability to handle conflict and confront challenging issues in a fast work environment
  • Ability to meet or exceed Performance Competencies

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