Client Services Manager

PRIMARY PURPOSE:

To manage accounts of multiple client service programs or single large national program; to maintain client, client broker and key vendor relationships; and to 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.
• Captures pricing and completes location coding parameters; prepares and distributes stewardship and other reports.
• Captures client invoicing, audits and accounts receivable follow-up for assigned clients.
• Educates the client on loss data - drivers of cost impacting assigned programs.
• Captures project activity.
• Acts as primary client contact with focus on maintaining and improving overall customer satisfaction.
• Identifies issues that impact customer satisfaction.
• Solicits cross-selling opportunities.
• Captures client contracts.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Supports the organization's quality program(s).
• Travels as required.
• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.

Qualifications:

• Education & Licensing: Bachelor's degree from an accredited college or university preferred. Colleague to pursue CPCU, AIC and/or ARM or other related designation required.
• Experience: 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.
• Skills & Knowledge: 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.

WORK ENVIRONMENT:

• 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, travel as required.
• Auditory/Visual: Hearing, vision and talking.