Workforce Absence Director, Client Services

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

📋 Description

• Develop account management strategies concerning client service plans.

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

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

• Supervise the activities of local Client Services staff.

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

• Conduct pre-renewal visits to evaluate client loss experience and organizational performance.

• Anticipate potential dissatisfaction prior to renewal meetings.

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

• Negotiate adjustments or enhancements to service plans.

• Eliminate process, technology, or resource obstacles by guiding and influencing internal departments.

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

• Address significant customer service issues.

• Identify and pursue cross-selling opportunities.

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

• Oversee and guide personnel assigned to programs requiring multiple Account Representatives.

• Ensure adherence to applicable quality standards.

• Support the organization's quality initiatives.

• Perform additional tasks as assigned.

• Travel as necessary.

• Offer support, guidance, leadership, and motivation.

• Administer personnel policies while adhering to staffing and training standards.

• Conduct interviews, hire staff, establish performance development plans, and facilitate performance discussions.

⛳️ Requirements

• Preferred: Bachelor's degree from an accredited college or university.

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

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

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

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

• Proficient in PC applications, including Microsoft Office products.

• Possess analytical and interpretive skills.

• Strong organizational capabilities.

• Excellent interpersonal skills.

• Proficient negotiation and facilitation skills.

• Demonstrated leadership, management, and motivational skills.

• Ability to collaborate effectively within a team environment.

• Exceptional account rounding skills.

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

• Comprehensive knowledge of client servicing.

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

• Capacity to meet or surpass Performance Competencies.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401k 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 as applicable and appropriate.