Case Director

Essential Duties And Responsibilities

• Manage all aspects of case assignments from client inception through billing to ensure requirements are delivered.
• Obtain assignment from client through all forms of communication and send to case intake.
• Consult client regarding investigative referrals and provide additional investigative recommendations for best-case outcome.
• Communicate client approved plan for surveillance/investigation for best-case outcome.
• Communicate with FOM’s regarding case updates.
• Provide detailed case updates and recommendations on how to proceed to our client.
• Review all case files, reports and video links for quality and assurance under my purview.
• Distribute final report and invoice upon the completion of quality and assurance review.
• Interface with operations and support all aspects of case management with the field.
• Communicate effectively the client standards and expectations when necessary.
• Communicate effectively the client standards and expectations with Field Operation Managers.
• Job shadowing and cross training within the operations environment.
• Weekly conference call with Field Operation Managers to discuss status update regarding Client Service offerings.
• New Business Development: Responsible for new customer acquisition and development of ongoing case management process.
• Work with corporate office on client matrix.
• Research and qualify potential new accounts and customers.
• Make contact and follow up with prospects by emails, telephone calls and in person visits.
• Schedule presentations with prospective accounts and follow up.
• Increase the exposure of The Robison Group by attending non-client third party conferences, joining professional associations and interacting with our peers.
• Existing Business Management: Provide all levels of ongoing management and support to existing clients while maintaining standards and requirements set forth in service agreements.
• Provide performance metrics to clients on a regular basis demonstrating a high level of efficiency.
• Schedule presentations with existing clients.
• Attempt to increase caseload and sales with current customers.
• Conduct productive visits with clients.
• Provide timely detailed updates regarding case outcome to our customers.
• Perform consistent communication with clients by emails, telephone calls and in person visits.
• Follow up with clients regarding closed files determining disposition and additional investigative work.
• Stay informed and maintain knowledge on current client and competitor standings within the industry.
• Manage Staff: Oversee duties and responsibilities for staff reporting to case director and as it relates to case management functions.
• Direct Case Manager in overseeing handling of cases, this may be scheduling, start times, questions asked by FOM’s, making sure FOM’s follow directives and tracking results.
• Resolve quality and billing issues that arise with accounts.

Qualifications, Experience & Duties

• Minimum 2-5 years experience within insurance SIU, law enforcement and or surveillance field investigations.
• Minimum 2 years sales experience.
• Self-starter, with the ability to build and maintain relationships with prospects and current customers.
• Knowledge and demonstrate experience with computer software (Microsoft, Excel, Sales Force, PowerPoint).
• Required (preferred): Four-year degree and minimum 2 years experience in our industry. Qualified to be licensed as a Private Investigator. Various certifications and designations (FCLS).