What are the responsibilities and job description for the Director of Client Services (Work Comp & Liability Claims Management) position at Elite?
POSITION: Director, Client Services (Work Comp & Liability Claims Management)
REPORTS TO: Vice President, Client Services
POSITIONS SUPERVISED: Not applicable
TRAVEL: Required
DUTIES AND RESPONSIBILITIES:
SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire
QUALIFICATIONS REQUIRED:
Education: Required: Bachelor’s degree in a related field or equivalent combination of education and experience.
Experience: Must have a minimum of three (3) to five (5) years of account management or alternatively three (3) to five (5) years of supervisor experience.
Preferred Skills
REPORTS TO: Vice President, Client Services
POSITIONS SUPERVISED: Not applicable
TRAVEL: Required
DUTIES AND RESPONSIBILITIES:
- Manages essential account set-up functions for new clients
- Continually monitors COMPANY’s service to assigned client accounts
- Provides consultative stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs; providing program recommendations
- Conducts client 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.
- 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; identification of proactive solutions
- Identifies and solicits cross-selling opportunities.
- Participates in 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.
- Managing Captive, Self-insured Groups/Pools, and Program Administration business as part of the alternative risk solution segment.
- 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.
SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire
QUALIFICATIONS REQUIRED:
Education: Required: Bachelor’s degree in a related field or equivalent combination of education and experience.
Experience: Must have a minimum of three (3) to five (5) years of account management or alternatively three (3) to five (5) years of supervisor experience.
Preferred Skills
- Excellent oral and written communication skills, including presentation skills
- PC literate, advanced skills in Microsoft Office products, Excel, 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; In-depth knowledge of client servicing
- Knowledge of Alternative Insurance Solutions including, Captives, SIGs, and Program Administrator business
- Ability to handle conflict and confront challenging issues in a fast work environment
- Ability to meet or exceed Performance Competencies
