Director, Client Services

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee the delivery of client services for the company while fostering robust, long-lasting relationships with clients.

• Act as the primary contact for any account-related concerns.

• Manage the setup processes for new client accounts.

• Supervise the service provided to assigned client accounts by TRISTAR.

• Create and present consultative stewardship reports.

• Identify and inform clients about claim activities and trends that affect their programs.

• Offer recommendations for program improvements.

• Conduct visits with clients to review their loss experiences and the company's performance.

• Recognize potential areas of dissatisfaction prior to renewal discussions.

• Handle client renewals, contract modifications, and preparation of Client Service Instructions.

• Negotiate changes or enhancements to service plans.

• Lead and influence internal teams, including IT, operations, and business development, to eliminate barriers related to processes, technology, or resources.

• Manage client invoicing, audits, and follow up on accounts receivable.

• Address significant customer service challenges and propose proactive solutions.

• Discover and pursue cross-selling opportunities.

• Engage with the local insurance community through continued education and professional affiliations.

• Prepare budgets and oversee profit and loss for designated accounts in collaboration with Branch and Regional management.

• Ensure adherence to relevant quality initiatives.

• Travel as necessary.

⛳️ Requirements

• Bachelor’s degree in a relevant field or an equivalent combination of education and experience.

• At least three (3) to five (5) years of experience in account management or alternatively three (3) to five (5) years in a supervisory role.

• Exceptional oral and written communication abilities, including strong presentation skills.

• Proficient in Microsoft Office applications, particularly Excel and PowerPoint.

• Strong analytical and interpretive skills.

• Excellent organizational capabilities.

• Outstanding interpersonal skills.

• Proficient negotiation and facilitation skills.

• Leadership, management, and motivational skills.

• Ability to work autonomously and collaboratively within a team.

• Strong account rounding capabilities.

• Comprehensive understanding of workers’ compensation and liability claims.

• Extensive knowledge of client servicing practices.

• Experience with Captives and programs offering alternative risk solutions.

• Ability to manage conflicts and navigate challenging issues in a fast-paced environment.

• Capability to meet or exceed performance competencies.

• Proficiency in producing analytical program data using graphs and tables, efficiently using spreadsheets, and performing calculations and automation for large data sets.

• Travel as needed.

• Adherence to appropriate office attire standards.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Life and Disability Insurance.

• 401(k) Plan.

• Paid Holidays.

• Paid Time Off.

• Referral bonus.