Director, Client Services

Director, Client ServicesPlease make sure to complete all the questions in the application and continue through to the end in order to sign and submit it

POSITION SUMMARY: Plays a vital role in managing the company’s client service delivery by building and maintaining strong, long-term relationships with assigned clients while serving as the main point of contact for all account-related issues. This role emphasizes understanding client needs, providing exceptional service, and ensuring solutions are aligned with business goals. The Director of Client Services collaborates closely with internal teams to boost client satisfaction, retention, and growth by identifying opportunities, resolving problems, and supporting the successful delivery of products and services.

DUTIES AND RESPONSIBILITIES

Manages essential account set-up functions for new clients

Continually monitors TRISTAR’s service to assigned client accounts

Develops and delivers consultative stewardship reporting to clients; identifies and educates clients on claim activity and trends impacting programs; provides program recommendations

Conduct client visits, reviewing client loss experience and general company performance.

Reviews and identifies areas of potential dissatisfaction before renewal meetings.

Performs client renewal, contract revision, and Client Service Instruction preparation.

Negotiates changes or improvements to the 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.

Coordinates client invoices, audits, and accounts receivable follow-up for assigned clients.

Resolves all major customer service issues identification of proactive solutions

Identifies and solicits cross-selling opportunities.

Participates in the local insurance community through advanced education and affiliation memberships.

Responsible for budget preparation and profit and loss on assigned accounts in conjunction with Branch and Regional management.

Ability to produce analytical program data through graphs and tables, use spreadsheets efficiently, and perform calculations and automation to process large volumes of data.

Ensures compliance with all applicable Quality initiatives.

Travel as required.

QUALIFICATIONS REQUIRED

Preferred Skills

• Excellent oral and written communication skills, including presentation skills
• PC literate, advanced skills in Microsoft Office products, Excel, and PowerPoint
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiation and facilitation skills
• Leadership/management/motivational skills
• Ability to work independently and in a team environment
• Excellent account rounding ability
• Strong understanding of workers’ compensation and liability claims; In-depth knowledge of client servicing
• Experience with Captives and Programs that deliver alternative risk solutions
• Ability to handle conflict and confront challenging issues in a fast work environment
• Ability to meet or exceed Performance Competencies
• EQUIPMENT OPERATED/USED: Computer, fax machine, copier, printer, and other office equipment.
• SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire
• QualificationsEDUCATION: Required: Bachelor’s degree in a related field or equivalent combination of education and experience.
• EXPERIENCE: Must have a minimum of three (3) to five (5) years of account management or, alternatively, three (3) to five (5) years of supervisory experience.
• Mental and Physical Requirements: [see separate attachment for a copy of the checklist of mental and physical requirements]

MENTAL AND PHYSICAL REQUIREMENTS

1. MENTAL EFFORT

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