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Forbes Best-in-State EmployerClient Services DirectorPRIMARY 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.
- Performs other duties as assigned.
- Supports the organization's quality program(s).
- Travel as required.
- 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.
- 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