Client Service Director | California Workers Compensation | Remote

Primary Purpose of the Role

To determine account management strategies related to client service plans; to be responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business; to provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models; and to oversee the work of other local Client Services staff.

Essential Responsibilities

• Provides stewardship reporting to clients; identifies and educates clients on issues and trends impacting programs.
• Conducts pre-renewal visits reviewing client loss experience and general company performance.
• Reviews and identifies areas of potential dissatisfaction prior to renewal meetings.
• Performs client renewal, contract revision, and Client Service Instruction preparation for complex programs.
• Negotiates changes or improvements to service plan.
• Facilitates the reduction of process barriers, technology constraints, or resource constraints by directing and influencing the activities of other internal departments such as information technology, operations and business development.
• Captures and analyzes data to identify trends and patterns.
• Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.

Qualifications

• Education & Licensing: Bachelor's degree from an accredited college or university preferred. CPCU, AIC and/or ARM or other related designation preferred.
• Experience: Ten (10) years related experience or equivalent combination of education and experience required to include two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity.
• Licensing / Jurisdiction Knowledge: California Workers Compensation claims experience required.

Taking Care of You

• Flexible work schedule.
• Referral incentive program.
• Career development and promotional growth opportunities.
• A diverse and comprehensive benefits offering including medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

Work Environment Requirements

• Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines.
• Physical: Computer keyboarding.
• Auditory/Visual: Hearing, vision and talking.