Client Services Director | Must Reside in CA

Sedgwick•Concord, CA

21h•Hybrid

About The Position

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Sedgwick has been recognized as America’s Greatest Workplaces, a National Top Company Certified as a Great Place to Work®, and among Fortune Best Workplaces in Financial Services & Insurance. This opportunity is for individuals looking to join a global industry leader where they can bring big ideas to help solve problems for some of the world’s best brands. The role involves applying knowledge and experience in an energetic culture to deliver innovative customer-facing solutions to clients across virtually every industry, including some of the world’s most respected organizations. You will be part of a rapidly growing, industry-leading global company known for its excellence and customer service, leveraging Sedgwick’s broad, global network of experts for learning and sharing insights. The company offers a variety of professional development opportunities to help you perform your best work and grow your career, along with flexibility and autonomy in daily work and career path, and access to diverse and comprehensive benefits for mental, physical, financial, and professional needs. Sedgwick is looking for driven individuals that embody its caring counts model and core values, which include empathy, accountability, collaboration, growth, and inclusion. The primary purpose of this role is 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.

Requirements

Ten (10) years related experience or equivalent combination of education and experience required.
Two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity.

Nice To Haves

Bachelor's degree from an accredited college or university.
CPCU, AIC and/or ARM or other related designation.

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.