Client Services Director (CA, GL Claims Exp.)
We are looking for a driven individual who embodies our core values of empathy, accountability, collaboration, growth, and inclusion. The role focuses on account management strategies related to client service plans, retention of existing clients, revenue growth, program management for jumbo clients, and oversight of local client services staff.
Primary Purpose
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 Functions and 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; 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 activities of internal departments such as information technology, operations and business development.
- Coordinates client invoicing, audits and accounts receivable follow up for assigned clients.
- Resolves all major customer service issues.
- Identifies and solicits cross‑selling opportunities.
- Participates in local insurance community through advanced education and affiliation memberships.
- Supervises and directs personnel assigned to programs requiring multiple Account Representatives.
- Ensures compliance with all applicable Quality initiatives.
Additional Functions and Responsibilities
- Performs other duties as assigned.
- Supports the organization’s quality program(s).
- Travel as required.
Supervisory Responsibilities
- Provides support, guidance, leadership and motivation to promote maximum performance.
- 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.
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, including two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity.
Jurisdiction Knowledge
California jurisdiction knowledge required; General Liability claims handling experience required.
Work Environment
When applicable and appropriate, consideration will be given to reasonable accommodations.
Work 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, travel as required.
Auditory/Visual : Hearing, vision and talking.
Taking Care of You
- Flexible work schedule
- Career development
- Comprehensive benefits offering including medical, dental, vision, 401K on day one
Actual compensation is influenced by a range of factors including skill set, level of experience and location. The starting pay for this role is $110,000‑$125,000 per year. A comprehensive benefits package is offered, including medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other voluntary benefits.
As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable Fair Chance Ordinances and laws. Sedgwick is an Equal Opportunity Employer and a Drug‑Free Workplace.
If you’re excited about this role but your experience doesn’t align perfectly with every qualification, consider applying for it anyway. Sedgwick is building a diverse, equitable, and inclusive workplace and welcomes a wide range of skills, knowledge and experience.
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