Director, Client Services

Tristar Insurance•Irving, TX

9d•$115,000 - $130,000•Onsite

About The Position

Plays a vital role in managing the company’s client service delivery by building and maintaining strong, long-term relationships with assigned clients while serving as the main point of contact for all account-related issues. This role emphasizes understanding client needs, providing exceptional service, and ensuring solutions are aligned with business goals. The Director of Client Services collaborates closely with internal teams to boost client satisfaction, retention, and growth by identifying opportunities, resolving problems, and supporting the successful delivery of products and services.

Requirements

Bachelor’s degree in a related field or equivalent combination of education and experience.
Must have a minimum of three (3) to five (5) years of account management or, alternatively, three (3) to five (5) years of supervisory experience.
Excellent oral and written communication skills, including presentation skills
PC literate, advanced skills in Microsoft Office products, Excel, and PowerPoint
Analytical and interpretive skills
Strong organizational skills
Excellent interpersonal skills
Excellent negotiation and facilitation skills
Leadership/management/motivational skills
Ability to work independently and in a team environment
Excellent account rounding ability
Strong understanding of workers’ compensation and liability claims; In-depth knowledge of client servicing
Experience with Captives and Programs that deliver alternative risk solutions
Ability to handle conflict and confront challenging issues in a fast work environment
Ability to meet or exceed Performance Competencies
Reasoning development: Solve practical problems; variety of variables with limited standardization; interpret instructions.
Mathematical development: Arithmetic calculations involving fractions, decimals, and percentages.
Language development: Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.
Physical activity: Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, or negligible amounts of force constantly to move objects. Sedentary work involves sitting most of the time.
Visual requirements: Near vision, Mid-range vision, Depth perception, Color vision.
Physical activity frequency: Stooping, Kneeling, Crouching, Reaching, Standing, Walking, Pushing, Pulling, Lifting, Fingering, Grasping, Talking, Hearing, Repetitive Motion.
Working conditions: Significant work pace/pressure.

Nice To Haves

Ability to produce analytical program data through graphs and tables, use spreadsheets efficiently, and perform calculations and automation to process large volumes of data.

Responsibilities

Manages essential account set-up functions for new clients
Continually monitors TRISTAR’s service to assigned client accounts
Develops and delivers consultative stewardship reporting to clients; identifies and educates clients on claim activity and trends impacting programs; provides program recommendations
Conduct client visits, reviewing client loss experience and general company performance.
Reviews and identifies areas of potential dissatisfaction before renewal meetings.
Performs client renewal, contract revision, and Client Service Instruction preparation.
Negotiates changes or improvements to the 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 invoices, audits, and accounts receivable follow-up for assigned clients.
Resolves all major customer service issues identification of proactive solutions
Identifies and solicits cross-selling opportunities.
Participates in the local insurance community through advanced education and affiliation memberships.
Responsible for budget preparation and profit and loss on assigned accounts in conjunction with Branch and Regional management.
Ability to produce analytical program data through graphs and tables, use spreadsheets efficiently, and perform calculations and automation to process large volumes of data.
Ensures compliance with all applicable Quality initiatives.
Travel as required.