Client Services Manager

Sedgwick•Sugarcreek, PA

1d•Onsite

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. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Client Services Manager PRIMARY PURPOSE: To manage accounts of multiple client service programs or single large national program; to maintain client, client broker and key vendor relationships; and to manage program procedures and processes that impact customer satisfaction ensuring consistency in process within the account as well as client retention. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Performs client renewal and Client Service Instruction preparation for assigned clients. Coordinates pricing and completes location coding parameters; prepares and distributes stewardship and other reports. Coordinates client invoicing, audits and accounts receivable follow-up for assigned clients. Educates the client on loss data - drivers of cost impacting assigned programs. Coordinate project activity. Acts as primary client contact with focus on maintaining and improving overall customer satisfaction. Identifies issues that impact customer satisfaction. Identifies and solicits cross selling opportunities. Coordinates client contracts. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Supports the organization's quality program(s). Travel as required. SUPERVISORY RESPONSIBILITIES 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. Provides support, guidance, leadership and motivation to promote maximum performance. Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com

Requirements

Eight (8) years of related experience or equivalent combination of experience and education required.
Three (3) years as an Account Representative OR five (5) years adjuster experience including one (1) year in a supervisory capacity.
Strong understanding in one of the following areas: workers compensation, liability and disability claims management
Strong understanding of client location coding parameters, banking methodology, and claims operating systems
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
Ability to work in a team environment
Ability to handle conflict and confront challenging issues in a fast work environment
Ability to meet or exceed Performance Competencies

Nice To Haves

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

Responsibilities

Manage accounts of multiple client service programs or single large national program.
Maintain client, client broker and key vendor relationships.
Manage program procedures and processes that impact customer satisfaction ensuring consistency in process within the account as well as client retention.
Perform client renewal and Client Service Instruction preparation for assigned clients.
Coordinate pricing and complete location coding parameters.
Prepare and distribute stewardship and other reports.
Coordinate client invoicing, audits and accounts receivable follow-up for assigned clients.
Educate the client on loss data - drivers of cost impacting assigned programs.
Coordinate project activity.
Act as primary client contact with focus on maintaining and improving overall customer satisfaction.
Identify issues that impact customer satisfaction.
Identify and solicit cross selling opportunities.
Coordinate client contracts.
Perform other duties as assigned.
Support the organization's quality program(s).
Administer company personnel policies in all areas and follow company staffing standards and training recommendations.
Interview, hire and establish colleague performance development plans.
Conduct colleague performance discussions.
Provide support, guidance, leadership and motivation to promote maximum performance.