Client Services Manager

Congruent Insurance Solutions, LLC (“CIS” or the “Company”), is a niche services and solutions provider to US Life Insurer and Reinsurer clients.CIS is a white label Third Party Administrator (“TPA”), enabling US life insurance or reinsurance companies to buy back their life insurance/reinsurance liabilities directly from underlying policy holders.CIS is a wholly owned subsidiary of Dochas Holdings LLC.

Located in Westport Connecticut, CIS seeks a Director of Client Services to build and manage a team that works directly with policyholders. The ideal candidate will have experience building and managing a team that is customer facing, experience building and scaling business operations, and a demonstrated ability to problem-solve. This position represents an opportunity to join a small team and help influence the growth and strategic direction of CIS. A successful candidate will be a highly focused self-starter who enjoys independent work, with minimal supervision, and being part of a small, entrepreneurial team.

Roles and Responsibilities

Manage and build a team of Client Service Managers

Develop and implement a strategy and roadmap for organizational excellence and the Key Performance indicators (KPI)s to measure effectiveness.

Oversee firm level Service Level Agreements (SLAs), and troubleshoot instances where SLAs are not met.

Recommend and implement ideas for tactical and strategic improvements to existing processes.

End-to-end case management of high value inbound opportunities from lead stage to final contracting, by liaising with policy holders with empathy, professionalism, and efficiency;

Generation of quotes for policy holders by gaining an understanding of the key financial dynamics and closing mechanics of each case;

Management of case level applications and contracts, including a review of returned contracts for content and completeness;

Performing qualitative due diligence on current opportunities by assessing potential risk factors on individual cases, and becoming familiar with the applicable laws and regulations related to individual opportunities;

Management and supervision of leads using internal Customer Relationship Management ("CRM") system; and predicting, avoiding and/or resolving challenges as they arise with initiative and persistence;

Identification of new opportunities to continually grow the CIS business.

Job Qualifications and Requirements

5+ years’ experience in customer service and/or financial services;

Ability to coach, train, and lead a team;

Comfortable with financial concepts such as Net Present Value

Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally;

Strong written communication skills for both internal communication of proposals and business decision-making more generally, and for interactions with external counterparties.

Comfort working independently, with little supervision;

Ability to thrive in a fast-paced environment;

Exceptional organizational skills with a high consideration to detail and accuracy;

Comfort with Microsoft Office suite (MS Excel, MS Word, MS PowerPoint);

CRM Experience (specifically Microsoft Dynamics) a plus

A background check and pre-employment screening is required and must be successfully completed prior to employment.

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