Client Service Director

📋 Description

• • Provide strategic stewardship reporting to clients by identifying and educating them on emerging issues and trends impacting their claims programs.
• • Conduct pre-renewal visits to evaluate client loss experience and overall company performance, proactively identifying areas of potential dissatisfaction before renewal meetings.
• • Prepare and manage client renewals, contract revisions, and Client Service Instructions for complex, high-value programs requiring dedicated resources and multi-office coordination.
• • Negotiate and implement service plan improvements and modifications to align with client needs and organizational capabilities.
• • Lead cross-functional efforts to remove process, technology, or resource barriers by influencing internal departments including IT, operations, and business development.
• • Coordinate and oversee client invoicing, audit preparation, and accounts receivable follow-up for assigned accounts to ensure financial accuracy and timely payment.
• • Resolve escalated customer service issues to maintain client satisfaction and uphold service standards.
• • Identify and pursue cross-selling opportunities to drive revenue growth within existing client portfolios.
• • Supervise and lead teams of Account Representatives on programs requiring multiple personnel, providing direction, performance guidance, and motivation.
• • Ensure all client service activities comply with company quality initiatives and regulatory standards.
• • Participate in industry associations and advanced education programs to remain current with insurance trends and enhance professional credibility.
• • Administer company personnel policies including interviewing, hiring, and developing performance improvement plans for direct reports.
• • Conduct regular performance discussions and ensure team members meet or exceed established performance competencies.
• • Travel as required to meet client needs, attend industry events, or support on-site program management.
• • Support organizational quality programs by contributing to process improvements and adherence to service benchmarks.
• • Maintain strong understanding of workers’ compensation, liability, and disability claims management practices.
• • Demonstrate advanced client servicing knowledge, including account rounding, conflict resolution, and stakeholder management in a fast-paced environment.
• • Communicate effectively through oral and written presentations, reports, and negotiations with clients and internal stakeholders.
• • Utilize Microsoft Office products and other PC-based tools to manage client data, reports, and communications.
• • Exhibit strong analytical, interpretive, organizational, and interpersonal skills to manage complex client relationships and multi-departmental coordination.