DIRECTOR OF CLIENT SERVICES (WORK COMP & LIABILITY CLAIMS MANAGEMENT)

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
19 hours ago