National Client Services Director
EFI Global
full-time
Posted on:
Location Type: Remote
Location: Canada
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Salary
💰 CA$90,000 - CA$130,000 per year
Job Level
About the role
- 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.
- Provide 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.
- Review and identify areas of potential dissatisfaction prior to renewal meetings.
- Perform client renewal, contract revision, and Client Service Instruction preparation for complex programs.
- Negotiate changes or improvements to service plan.
- Facilitate 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.
- Coordinate client invoicing, audits and accounts receivable follow up for assigned clients.
- Resolve all major customer service issues.
- Identify and solicit cross-selling opportunities.
- Participate in local insurance community through advanced education and affiliation memberships.
- Supervise and direct personnel assigned to programs requiring multiple Account Representatives.
- Ensure compliance with all applicable Quality initiatives.
Requirements
- Bachelor's degree from an accredited college or university preferred.
- Ten (10) years related experience or equivalent combination of education and experience required to include 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.
- 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.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementprogram managementcontract revisionclient service instructionclient invoicingauditscross-sellingclaims managementworkers compensationliability
Soft Skills
communicationpresentation skillsanalytical skillsorganizational skillsinterpersonal skillsnegotiation skillsfacilitation skillsteamworkclient satisfactioncustomer service
Certifications
Bachelor's degree