Workforce Absence Director, Client Services

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

📋 Description

• Develop account management strategies pertaining to client service plans.

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

• Provide program management for large clients that necessitate dedicated personnel, multiple locations, and intricate service models.

• Supervise the activities of local Client Services staff.

• Deliver stewardship reports to clients and inform them about issues and trends affecting programs.

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

• Evaluate and pinpoint potential dissatisfaction prior to renewal discussions.

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

• Negotiate amendments or enhancements to service plans.

• Guide and influence internal departments to alleviate process, technology, or resource barriers.

• Manage client invoicing, audits, and follow up 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 personnel assigned to programs that involve multiple Account Representatives.

• Ensure adherence to relevant quality initiatives.

• Carry out other duties as assigned.

• Support organizational quality programs.

• Travel as necessary.

• Provide support, guidance, leadership, and motivation.

• Administer company personnel policies while adhering to staffing and training recommendations.

• Conduct interviews, hiring, performance development planning, and performance discussions.

⛳️ Requirements

• Bachelor's degree from an accredited college or university is preferred.

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

• A minimum of ten (10) years of related experience or an equivalent combination of education and experience is required.

• Two (2) years of account manager experience, or five (5) years as an adjuster, including two (2) years in a supervisory role.

• Exceptional oral and written communication skills, including proficiency in presentations.

• Proficient in PC usage, including Microsoft Office suite.

• Strong analytical and interpretive abilities.

• Excellent organizational skills.

• Superb interpersonal skills.

• Proficient negotiation and facilitation skills.

• Leadership, management, and motivational capabilities.

• Capacity to work effectively in a team environment.

• Strong account rounding proficiency.

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

• Extensive knowledge of client servicing.

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

• Ability to meet or exceed Performance Competencies.

🏝️ Benefits

• Work-life balance.

• Opportunities for career advancement.

• Supportive and caring culture.

• Diverse, equitable, and inclusive workplace.

• Equal opportunity employer.

• Drug-free workplace.