Director Client Services
About The Position
The Director Client Services manages client service delivery and serves as the primary contact for assigned accounts. The role builds and maintains long-term client relationships, understands client needs, provides exceptional service, and ensures solutions support business goals. It works closely with internal teams to improve client satisfaction, retention, and growth by identifying opportunities, resolving issues, and supporting successful delivery of products and services. The position is based in Dallas–Irving, Texas, and is full-time, management-level work on the day shift. Travel is required as needed. The role includes account setup and monitoring, consultative client reporting, renewal and contract work, coordination across internal departments, financial oversight of assigned accounts, and compliance with applicable quality initiatives. The position requires a related bachelor’s degree or an equivalent combination of education and experience, plus three to five years of account management or supervisory experience.
Requirements
- Bachelor’s degree in a related field or an equivalent combination of education and experience.
- Three to five years of account management experience, or alternatively three to five years of supervisory experience.
- Excellent oral and written communication, including presentation skills.
- Computer proficiency and advanced skills in Microsoft Office products, Excel, and PowerPoint.
- Analytical and interpretive skills.
- Strong organizational and interpersonal skills.
- Excellent negotiation and facilitation skills.
- Leadership, management, and motivational skills.
- Ability to work independently and as part of a team.
- Excellent account-rounding ability.
- Strong understanding of workers’ compensation and liability claims.
- In-depth knowledge of client servicing.
- Ability to handle conflict and challenging issues in a fast-paced environment.
- Ability to meet or exceed Performance Competencies.
- Ability to produce analytical program data, use spreadsheets efficiently, and perform calculations and automation to process large volumes of data.
Nice To Haves
- Experience with Captives and programs that deliver alternative risk solutions.
Responsibilities
- Manage essential account setup functions for new clients.
- Continuously monitor TRISTAR’s service to assigned client accounts.
- Develop and deliver consultative stewardship reports; explain claim activity and trends affecting client programs and provide recommendations.
- Conduct client visits and review client loss experience and overall company performance.
- Identify potential client dissatisfaction before renewal meetings.
- Manage client renewals, contract revisions, and preparation of Client Service Instructions.
- Negotiate changes or improvements to service plans.
- Reduce process, technology, or resource barriers by directing and influencing internal departments, including information technology, operations, and business development.
- Coordinate client invoices, audits, and accounts receivable follow-up for assigned clients.
- Resolve major customer service issues and identify proactive solutions.
- Identify and solicit cross-selling opportunities.
- Participate in the local insurance community through advanced education and affiliation memberships.
- Prepare budgets and manage profit and loss for assigned accounts in conjunction with Branch and Regional management.
- Produce analytical program data using graphs and tables, spreadsheets, calculations, and automation to process large data volumes.
- Ensure compliance with applicable quality initiatives.
- Travel as required.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- 401(k) plan
- Paid holidays
- Paid time off
- Referral bonus
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What This Job Offers
Job Type
Full-time
Career Level
Manager
