Workforce Absence Director – Client Services

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

📋 Description

• Develop account management strategies pertaining to client service plans.

• Maintain existing client relationships while fostering customer satisfaction, revenue growth, conducting client surveys, and generating new business.

• Manage programs for large clients that necessitate dedicated staff, multiple locations, and intricate service models.

• Supervise the activities of local Client Services personnel.

• Deliver stewardship reporting and inform clients about issues and trends that affect their programs.

• Conduct pre-renewal meetings to review client loss experiences and company performance metrics.

• Prepare client renewals, contract modifications, and Client Service Instructions for complex programs.

• Negotiate enhancements or alterations to service plans.

• Guide and influence internal departments to minimize process, technology, and resource limitations.

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

• Address significant customer service challenges.

• Identify and pursue cross-selling opportunities.

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

• Manage and direct personnel assigned to programs that require multiple Account Representatives.

• Ensure adherence to relevant quality initiatives.

• Interview, recruit, and establish performance development plans for colleagues.

• Conduct performance evaluations for colleagues.

• Execute other duties as assigned.

⛳️ Requirements

• Bachelor's degree from an accredited institution is preferred.

• CPCU, AIC, and/or ARM or other relevant certifications are preferred.

• A minimum of ten (10) years of related experience or an equivalent combination of education and experience is required, which includes two (2) years as an account manager or five (5) years as an adjuster with at least two (2) years in a supervisory role.

• Exceptional oral and written communication skills, including the ability to present effectively.

• Proficient in PC usage, particularly with Microsoft Office applications.

• Strong analytical and interpretive abilities.

• Excellent organizational capabilities.

• Outstanding interpersonal skills.

• Strong negotiation and facilitation abilities.

• Leadership, management, and motivational skills.

• Capacity to work collaboratively in a team setting.

• Proficient in account rounding techniques.

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

• Extensive knowledge of client servicing methodologies.

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

• Capacity to meet or surpass Performance Competencies.

• A credit security clearance, verified through a background credit check, is required for this role.

• Willingness to travel as needed.

🏝️ Benefits

• Emphasis on work-life balance.

• Commitment to being an Equal Opportunity Employer.

• Maintenance of a Drug-Free Workplace.