Supervisor, Client Services

2 weeks ago

Harrisburg, Pennsylvania, United States CRC Group Full time
Job Title: Supervisor, Client Services

We are seeking a highly skilled and experienced Supervisor, Client Services to join our team at CRC Group. As a key member of our Client Services team, you will be responsible for supervising a staff of Case Managers and ensuring the effective management of client relationships.

Key Responsibilities:
  • Supervise a team of Case Managers and provide guidance and support to ensure the successful management of client relationships.
  • Establish and prioritize individual and team goals, monitor workflow, and ensure customer service efforts meet departmental quotas and business objectives.
  • Work closely with internal departments, including Underwriting and Sales, to ensure overall customer satisfaction.
  • Make or recommend employment, termination, and performance improvement plans, and conduct performance and salary reviews.
  • Provide on-going educational and career development of existing staff, including problem/conflict resolution, global knowledge of case processing, and accomplishment of personal objectives.
  • Act as key escalation point for case level concerns and perform regular audits to ensure cases are processed effectively and service standards are met.
  • Work with carriers, producers, sales staff, and internal staff to respond and resolve escalated case management Client Services issues.
  • Understand client contractual arrangements to best manage account relationships and actively participate in case management responsibilities on unique, large, and/or complex cases.
  • Manage the hiring process, including screening potential candidates and conducting interviews, and work with the VP to maintain overall staffing levels.
  • Make or recommend termination, and performance improvement plans, and conduct performance and salary reviews.
  • Lead regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process.
  • Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business and review weekly customer satisfaction surveys.
Requirements:
  • Effective interpersonal and written communication skills.
  • Ability to provide excellent customer service to both internal and external customers.
  • Effective time management skills and ability to prioritize and accomplish multiple tasks simultaneously.
  • Capable of working independently as well as in a team environment.
  • Ability to work in a self-directed fashion and exercise independent judgment and problem-solving in a professional area.
  • Experience with PCs in a Windows environment and a four-year college degree in business or a related field or equivalent combination of education and relevant experience.
  • Ability to work without close supervision and to exercise independent judgment and problem-solving in a professional area.
  • Demonstrated time management and organizational skills and strong attention to detail and accuracy.
  • Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike.
  • Ability and willingness to support team to accomplish team goals and one year of experience as Senior Case Manager.
  • Proven leadership ability, credibility with carriers, peers, trust, process review to get things accomplished, using resources effectively, and solid interdepartmental, carrier, and external customer relationships.
  • High-level understanding of all Crump internal departments and how they relate to case management process.
Benefits:

CRC Group offers a comprehensive benefits package to eligible employees, including medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on TIH's generous benefit plans, please visit our site.

CRC Group is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC is a Drug Free Workplace.

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