To determine account management strategies related to client service plans.
Responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business.
Provides program management for jumbo clients requiring dedicated staff, multiple offices and complex service models.
Oversees 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.

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

Director, Client Services

Key skills