Manager, Client Services

Responsibilities

• To manage accounts of multiple client service programs or single large national program
• To maintain client, client broker and key vendor relationships
• Manage program procedures and processes that impact customer satisfaction ensuring consistency in process within the account as well as client retention
• Performs client renewal and Client Service Instruction preparation for assigned clients
• Coordinates pricing and completes location coding parameters; prepares and distributes stewardship and other reports
• Coordinates client invoicing, audits and accounts receivable follow-up for assigned clients
• Educates the client on loss data - drivers of cost impacting assigned programs
• Coordinate project activity
• Acts as primary client contact with focus on maintaining and improving overall customer satisfaction
• Identifies issues that impact customer satisfaction
• Identifies and solicits cross selling opportunities
• Coordinates client contracts
• Performs other duties as assigned
• Supports the organization's quality program(s)

Requirements

• Bachelor's degree from an accredited college or university preferred
• Colleague to pursue CPCU, AIC and/or ARM or other related designation required
• Eight (8) years of related experience or equivalent combination of experience and education required to include three (3) years as an Account Representative OR five (5) years adjuster experience including one (1) year in a supervisory capacity
• Strong understanding in one of the following areas: workers compensation, liability and disability claims management
• Strong understanding of client location coding parameters, banking methodology, and claims operating systems
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiation and facilitation skills
• Ability to work in a team environment
• Ability to handle conflict and confront challenging issues in a fast work environment
• Ability to meet or exceed Performance Competencies