Workforce Absence Dir Client Services

Sedgwick • Telecommuter TX, TX

1d

About The Position

The Workforce Absence Director Client Services determines account management strategies related to client service plans and is responsible for retaining existing clients, customer satisfaction, revenue growth, client surveys, and new business. The role provides program management for jumbo clients with dedicated staff, multiple offices, and complex service models, and oversees other local Client Services staff.

The position provides client stewardship reporting and education about program issues and trends; conducts pre-renewal reviews; manages renewals, contract revisions, and service instructions for complex programs; and negotiates service plan changes. It also works across internal departments to address process, technology, and resource constraints; coordinates client invoicing, audits, and accounts receivable follow-up; resolves major service issues; and identifies cross-selling opportunities. The role supervises personnel, supports quality initiatives, and travels as required.

Requirements

• Ten years of related experience or an equivalent combination of education and experience, including either two years of account manager experience or five years of adjuster experience with two years in a supervisory capacity.
• Excellent oral and written communication and presentation skills.
• PC literacy, including Microsoft Office products.
• Analytical and interpretive skills.
• Strong organizational skills.
• Excellent interpersonal skills.
• Excellent negotiation and facilitation skills.
• Leadership, management, and motivational skills.
• Ability to work in a team environment.
• Excellent account rounding ability.
• Strong understanding of workers' compensation, liability, and disability claims management.
• In-depth knowledge of client servicing.
• Ability to handle conflict and 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.
• CPCU, AIC, ARM, or another related designation.

Responsibilities

• Provide stewardship reporting to clients and identify and explain issues and trends affecting their programs.
• Conduct pre-renewal visits to review client loss experience and company performance and identify potential dissatisfaction before renewal meetings.
• Handle client renewals, contract revisions, and Client Service Instruction preparation for complex programs.
• Negotiate changes or improvements to service plans.
• Direct and influence internal departments to reduce process barriers, technology constraints, or resource constraints.
• Coordinate client invoicing, audits, and accounts receivable follow-up for assigned clients.
• Resolve major customer service issues.
• Identify and solicit cross-selling opportunities.
• Participate in the local insurance community through advanced education and affiliation memberships.
• Supervise and direct personnel assigned to programs requiring multiple Account Representatives.
• Ensure compliance with applicable quality initiatives and support the organization's quality programs.
• Perform other duties as assigned and travel as required.
• Provide staff support, guidance, leadership, and motivation to promote performance.
• Administer company personnel policies and follow staffing standards and training recommendations.
• Interview and hire colleagues, establish performance development plans, and conduct performance discussions.

What This Job Offers

• Job Type: Full-time
• Career Level: Director