Manager Client Services

Sedgwick•Telecommuter OH, OH

10d•$70,000 - $80,000

About The Position

The Manager Client Services manages accounts for multiple client service programs or a single large national program. The role maintains relationships with clients, client brokers, and key vendors, and manages program procedures and processes that affect customer satisfaction. It ensures consistency within accounts and supports client retention. The position prepares client renewals and Client Service Instructions; coordinates pricing, location coding, reporting, invoicing, audits, accounts receivable follow-up, and contracts; and educates clients about loss data and cost drivers. It coordinates project activity and serves as the primary client contact, focusing on customer satisfaction and identifying cross-selling opportunities. The role also has supervisory responsibilities, including hiring, performance development and discussions, and providing colleague guidance and leadership. Travel is required as needed.

Requirements

Eight years of related experience or an equivalent combination of experience and education, including three years as an Account Representative, or five years of adjuster experience including one year in a supervisory capacity.
Colleague must pursue a CPCU, AIC, ARM, or other related designation.
Strong understanding of at least one of workers compensation, liability, or disability claims management.
Strong understanding of client location coding parameters, banking methodology, and claims operating systems.
Excellent oral and written communication, including presentation skills.
Computer literacy, 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 challenging issues in a fast-paced work environment.
Ability to meet or exceed Performance Competencies.

Nice To Haves

Bachelor's degree from an accredited college or university preferred.

Responsibilities

Prepare client renewals and Client Service Instructions 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 clients about loss data and cost drivers affecting assigned programs.
Coordinate project activity and act as the primary client contact to maintain and improve customer satisfaction.
Identify issues that affect customer satisfaction and solicit cross-selling opportunities.
Coordinate client contracts.
Perform other duties as assigned and support the organization's quality programs.
Travel as required.
Administer company personnel policies and follow staffing standards and training recommendations.
Interview and hire colleagues; establish performance development plans and conduct performance discussions.
Provide support, guidance, leadership, and motivation to promote maximum performance.