By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.
Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies
Certified as a Great Place to Work®
Fortune Best Workplaces in Financial Services & Insurance
Director Client Services
PRIMARY PURPOSE: 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; and to oversee the work of other local Client Services staff.
ESSENTIAL FUNCTIONS and RESPONSIBILITIES
- 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 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.
- 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.
ADDITIONAL FUNCTIONS and RESPONSIBILITIES
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- Travel as required.
SUPERVISORY RESPONSIBILITIES
- Provides support, guidance, leadership and motivation to promote maximum performance.
- Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
- Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
QUALIFICATIONS
Education & Licensing
Bachelor's degree from an accredited college or university preferred. CPCU, AIC and/or ARM or other related designation preferred.
Experience
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.
Skills & Knowledge
- 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
- 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
- Ability to meet or exceed Performance Competencies
WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.
Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines
Physical: Computer keyboarding, travel as required
Auditory/Visual: Hearing, vision and talking
The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.
Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.
If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.
