Client Service Team Leader

DHRM•Richmond, VA

5d•Hybrid

About The Position

The Virginia Workers’ Compensation Commission’s Criminal Injuries Compensation Fund (CICF) is seeking a Client Services Team Leader to lead claims professionals while helping strengthen how we serve crime victims and our community partners. The ideal candidate is a self-motivated leader who brings strong people skills, sound judgment, and a client-centered approach. You’ll coach and hold staff accountable, identify better ways to get work done, and build relationships with victims, law enforcement, attorneys, and other stakeholders. This work involves sensitive information related to serious and sometimes violent crimes, so empathy, professionalism, and resilience are essential. If you’re ready to lead with both accountability and compassion while making a meaningful difference for Virginians, we encourage you to apply. About CICF The Criminal Injuries Compensation Fund helps eligible victims of crime and their families by reviewing claims and determining financial assistance for qualifying crime-related expenses. Behind every claim is a person who may be navigating an incredibly difficult experience. Our work combines careful analysis, responsive service, collaboration with criminal justice and community partners, and a commitment to treating victims and families with dignity and respect.

Requirements

Must be able to express empathy and show respect when working with clients and providers
Demonstrated ability to work within deadlines in a high-volume, fast-paced environment
Demonstrated ability to supervise, coach, motivate, and train a diverse workforce
Ability to exercise good judgment based on available information
Ability to accurately calculate figures and amounts such as discounts, interest, wage loss, and percentages
Strong oral and written communication skills
Strong work ethic and attention to detail
Supervisory experience to include delegating assignments and handling performance management, employee relations, and disciplinary action
Comprehensive claims examination or case management experience, to include billing and payment determination, in a high-volume, fast-paced, criminal justice and/or human services environment
Experience with law enforcement investigation practices and procedures
Experience gathering information, preparing reports, and maintaining records
Experience communicating with a diverse group of professionals and clients
Experience developing and implementing policies and procedures

Nice To Haves

Working knowledge of the Code of Virginia sections relating to the Criminal Injuries Compensation Fund, medical terminology, Virginia criminal justice processes, and/or law enforcement investigation practices and procedures preferred
Experience working with crime victims or working with individuals in crisis situations preferred
Experience delivering presentations and training to diverse groups of stakeholders preferred

Responsibilities

Lead and develop staff by setting expectations, assigning work, coaching performance, providing feedback and training, and holding team members accountable for quality and results.
Improve how work gets done by identifying gaps, clarifying responsibilities, addressing outstanding work, and developing practical processes that improve efficiency and consistency.
Monitor claims and quality by reviewing complex claims, recommendations, documentation, workloads, reports, deadlines, and team performance.
Support sound decisions by analyzing detailed information, identifying missing or conflicting documentation, and providing guidance on difficult or complex claims.
Build trusted relationships with victims, law enforcement, attorneys, criminal justice professionals, state agencies, and other stakeholders.
Represent and support CICF through stakeholder outreach, law enforcement coordination, training, and other departmental initiatives.