Client Services Manager

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.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

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.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

Performs other duties as assigned.

Supports the organization's quality program(s).

Travel as required.

SUPERVISORY RESPONSIBILITIES

Administers company personnel policies in all areas and follows company staffing standards and training recommendations.

Interviews, 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
When applicable and appropriate, consideration will be given to reasonable accommodations.

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.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

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