Director, Client Services – Workforce Absence
Sedgwick
full-time
Posted on:
Location Type: Remote
Location: Arizona • United States
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About the role
- To determine account management strategies related to client service plans
- to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business
- to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models
- to oversee the work of other local Client Services staff
- Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs
- Conducts pre-renewal 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 for complex programs
- 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
- Coordinates client invoicing, audits and accounts receivable follow up for assigned clients
- Resolves all major customer service issues
- Identifies and solicits cross-selling opportunities
- Participates in local insurance community through advanced education and affiliation memberships
- Supervises and directs personnel assigned to programs requiring multiple Account Representatives
- Ensures compliance with all applicable Quality initiatives
Requirements
- Bachelor's degree from an accredited college or university preferred
- CPCU, AIC and/or ARM or other related designation preferred
- Ten (10) years related experience or equivalent combination of education and experience required
- 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
- PC literate, including Microsoft Office products
- Analytical and interpretive skills
- Strong organizational skills
- Excellent interpersonal skills
- Excellent negotiation and facilitation skills
- Leadership/management/motivational 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
- Ability to handle conflict and confront challenging issues in a fast work environment
Benefits
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Applicant Tracking System Keywords
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Hard Skills & Tools
account managementprogram managementcontract revisionclient service instruction preparationclient invoicingauditscross-sellingclaims managementclient servicing
Soft Skills
communicationorganizational skillsinterpersonal skillsnegotiation skillsfacilitation skillsleadership skillsmotivational skillsteamworkanalytical skillsconflict resolution
Certifications
Bachelor's degreeCPCUAICARM