Workforce Absence Director, Client Services

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

📋 Description

• Develop strategies for account management concerning client service plans.

• Oversee the retention of current clients, ensuring customer satisfaction, revenue enhancement, client surveys, and acquiring new business.

• Manage program delivery for major clients necessitating dedicated resources, multiple locations, and intricate service models.

• Supervise local Client Services personnel.

• Provide stewardship reports and inform clients about issues and trends affecting their programs.

• Conduct pre-renewal meetings to assess client loss history and company performance.

• Anticipate potential dissatisfaction prior to renewal discussions.

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

• Negotiate modifications or enhancements to service plans.

• Mitigate process, technology, and resource limitations by influencing and guiding internal departments.

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

• Address significant customer service challenges.

• Recognize and pursue cross-selling opportunities.

• Engage with the local insurance community through advanced education and membership affiliations.

• Supervise and direct staff assigned to multi-Account Representative programs.

• Ensure adherence to relevant quality initiatives.

• Support quality programs and undertake other assigned responsibilities.

• Provide leadership, direction, motivation, personnel management, recruitment, and performance development for assigned team members.

⛳️ Requirements

• Preferred: Bachelor's degree from an accredited institution.

• Preferred: CPCU, AIC, and/or ARM or other relevant designations.

• Required: Ten (10) years of related experience or an equivalent combination of education and experience.

• Required: Two (2) years of account management experience or five (5) years of adjusting experience, including two (2) years in a supervisory role.

• Strong oral and written communication skills, including presentation capabilities.

• Proficient in PC operations, including Microsoft Office applications.

• Possess analytical and interpretive abilities.

• Exhibit strong organizational skills.

• Demonstrate excellent interpersonal abilities.

• Excellent negotiation and facilitation skills are required.

• Strong leadership, management, and motivational skills.

• Capability to work effectively in a team setting.

• Exceptional account rounding skills.

• Solid understanding of workers' compensation, liability, and disability claims management.

• Comprehensive knowledge of client servicing.

• Ability to manage conflict and address challenging issues in a fast-paced environment.

• Capability to meet or surpass Performance Competencies.

• Willingness to travel as necessary.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan with matching contributions.

• Paid time off (PTO).

• Disability insurance.

• Life insurance.

• Employee assistance programs.

• Flexible spending accounts or health savings accounts.

• Additional voluntary benefits.

• Reasonable accommodations provided when applicable and appropriate.