Supervisor, Client Services

Role Overview

• Responsible for the supervision of a staff of Case Managers
• Establishes individual and team priorities
• Monitors workflow and customer service efforts of staff
• Works with internal departments, including Underwriting and Sales, to ensure overall customer satisfaction to meet departmental quotas and business objectives
• Makes or recommends employment, termination, and performance improvement plans
• Conducts performance and salary reviews
• Assigns team workload and coordinates staffing needs
• Prioritizes and balances on-going case management workload among staff
• Provides and/or oversees case management on-boarding and training
• Responsible for on-going educational and career development of existing staff
• Act as key escalation point for case level concerns
• Performs regular audits to ensure cases are processed effectively and service standards are met
• Meet with staff regularly to review audit results and coach accordingly
• Work with carriers, producers, sales staff and any other internal staff to respond and resolve escalated case management Client Services issues
• Understands client contractual arrangements to best manage account relationships
• Actively involved in case management responsibilities on unique, large, and/or complex cases
• Manage the hiring process to include screening potential candidates and conducting interviews
• Work with VP to maintain overall staffing levels
• Makes or recommends termination, and performance improvement plans
• Leading regularly scheduled meetings with staff to review sales goals, priority cases, provide general updates and information, and identify opportunities for improvement in process
• Participate and/or facilitate regularly occurring meetings with sales counterparts to help drive business
• Review weekly customer satisfaction surveys and call on any applicable cards
• Provide Manager and Sales VP with a summary of calls and take-aways

Requirements

• Effective interpersonal and written communication skills
• Ability to provide excellent customer service to both internal and external customers
• Effective time management skills
• Ability to prioritize and accomplish multiple tasks simultaneously
• Capable of working independently as well as in a team environment
• Ability to work in a self-directed fashion
• Four-year college degree in business or a related field or equivalent combination of education and relevant experience
• Ability to work without close supervision and to exercise independent judgment and problem solving in a professional area
• Demonstrated time management and organizational skills
• Strong attention to detail and accuracy
• Ability to communicate precisely and professionally in both verbal and written communication with internal and external customers alike
• Ability to react to change in a productive and positive manner
• Ability and willingness to support team to accomplish team goals
• One year of experience as Senior Case Manager
• Proven leadership ability
• Solid interdepartmental, carrier, and external customer relationships
• High level understanding of all Crump internal departments and how they relate to case management process

Tech Stack

• React

Benefits

• PTO
• medical
• dental
• vision
• retirement savings
• disability insurance
• life insurance