Director Client Services

Tristar Insurance•Irving, TX

1d•$115,000 - $130,000

About The Position

The Director Client Services manages client service delivery and builds and maintains strong, long-term relationships with assigned clients, serving as the primary point of contact for account-related issues. The role focuses on understanding client needs, providing exceptional service, and aligning solutions with business goals. It works closely with internal teams to improve client satisfaction, retention, and growth by identifying opportunities, resolving problems, and supporting successful delivery of products and services. The position includes managing client account setup, monitoring service, preparing consultative stewardship reports and recommendations, conducting client visits, reviewing loss experience and company performance, and preparing renewals, contract revisions, and Client Service Instructions. It also involves negotiating service-plan improvements, coordinating invoices and audits, following up on receivables, resolving major service issues, identifying cross-selling opportunities, supporting account budgets and profit and loss, and ensuring compliance with quality initiatives. Travel is required as needed. The role 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. Work involves analytical and communication tasks, use of office equipment, and the listed light-work physical requirements.

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 three to five years of supervisory experience.
Excellent oral and written communication, including presentation skills.
Computer literacy 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 in a team environment.
Excellent account-rounding ability.
Strong understanding of workers’ compensation and liability claims.
In-depth knowledge of client servicing.
Ability to handle conflict and confront challenging issues in a fast-paced work environment.
Ability to meet or exceed performance competencies.
Ability to perform the listed light-work physical activities and meet the stated near-, mid-range-, and far-vision requirements.

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; identify and explain claim activity and trends affecting client programs; and provide program recommendations.
Conduct client visits and review client loss experience and general company performance.
Identify potential client dissatisfaction before renewal meetings.
Handle 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 and audits and follow up on accounts receivable 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.