Director, Client Services (Work Comp & Liability Claims Management) 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. EQUIPMENT OPERATED/USED Computer, fax machine, copier, printer and other office equipment. 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

#J-18808-Ljbffr