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
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

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 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
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

Client Services Director

Key skills