POSITION DESCRIPTION
Must live in TEXAS, but the role offers remote work from home
POSITION: Director of Client Services
STATUS: Exempt
TRAVEL REQUIRED:  Yes
POSITIONS SUPERVISED: Not applicable


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.
• Supervises and directs staff as assigned.
• Responsible for budget preparation and profit and loss on assigned accounts in conjunction with Branch and Regional management.
• Provides broker requests for information.
• Ensures compliance with all applicable Quality initiatives.
• Travel as required.

QUALIFICATIONS REQUIRED:
Education: Required: Bachelor’s degree in related field or equivalent combination of education and experience.

Experience: Must have minimum of three (3) to five (5) years of account management or alternatively three (3) to five (5) years supervisor experience.

Preferred Skills

• Excellent oral and written communication skills, including presentation skills
• PC literate, including 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
• Ability to handle conflict and confront challenging issues in a fast work environment
• Ability to meet or exceed Performance Competencies