Client Services Manager

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.
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.
Requirements

Bachelor's degree from an accredited college or university preferred
Colleague to pursue CPCU, AIC and/or ARM or other related designation required
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.
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
Core Competencies

Demonstrates expertise in client account management, including client retention, contract coordination, and claims management. Proficient in analytical skills and effective communication to enhance customer satisfaction and identify cross-selling opportunities.
Highest-signal resume keywords

Client Account Management
Claims Management
CPCU Certification
Negotiation Skills
Microsoft Office Proficiency
ATS Optimization Keywords

Hard Skills

Client Renewal Preparation
Location Coding Parameters
Claims Operating Systems
Banking Methodology
Analytical Skills
Soft Skills

Excellent Communication
Organizational Skills
Interpersonal Skills
Team Collaboration
Conflict Resolution
Certifications & Qualifications

CPCU
AIC
ARM
Industry Keywords

Workers Compensation
Liability Claims
Disability Claims
Client Satisfaction
Performance Competencies

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