Director Client Services

Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or 46122 ). City and state must be separated by a comma followed by a space (e.g., Houston, TX )

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IF YOU CARE, THERE’S A PLACE FOR YOU HERE

EFI Global is a full-service engineering, fire investigation, environmental, health and safety, and specialty consulting services firm serving a variety of industries in both the public and private sectors. Over the last four decades, we have grown from a boutique firm specializing in handling insurance fraud and arson cases and providing expert witness testimony, into a recognized global leader in engineering failure analysis, origin-and-cause investigations, environmental consulting, laboratory testing and specialty consulting. Our forensic investigation, engineering and environmental services teams around the world share a dedication to expertise, quality and demonstrating to customers that caring counts. Together, our diverse backgrounds and collective insights empower clients to make better-informed business decisions.

We are seeking a Client Services Director with experience in the insurance industry, specifically in executive general adjusting (EGA) and market engagement. This role involves overseeing service delivery to clients, ensuring satisfaction, and driving business growth by connecting with EGAs and decision-makers at insurance carriers.

This remote position requires travel within the eastern US, including client visits, trade conferences, and EFI events. While Atlanta, Chicago, or New York City are preferred, location is flexible within the Eastern region.

PRIMARY PURPOSE

To determine account management strategies related to client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local Client Services staff.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs.
• Conducts pre-renewal visits reviewing client loss experience and general company performance. Reviews and identifies areas of potential dissatisfaction prior to renewal meetings.
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to 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 invoicing, audits and accounts receivable follow up for assigned clients.
• Resolves all major customer service issues.
• Identifies and solicits cross-selling opportunities.
• Participates in local insurance community through advanced education and affiliation memberships.
• Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
• Ensures compliance with all applicable Quality initiatives.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

SUPERVISORY RESPONSIBILITIES

Provides support, guidance, leadership and motivation to promote maximum performance. Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from an accredited college or university preferred. CPCU, AIC and / or ARM or other related designation preferred.

Experience

Ten (10) years related experience or equivalent combination of education and experience required to include two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity.

Skills & Knowledge

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.

Physical : Computer keyboarding, travel as required.

Auditory / Visual : Hearing, vision and talking.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $95,000-170,000. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. Our business is founded on people with the best technical skills and outstanding industry knowledge and we strive to employ and retain exceptional talent. EFI Global is an equal opportunity employer welcoming applications from all qualified persons.

If you are interested in working for us, please visit our job board.

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Salary : $95,000 - $170,000