Director, Client Services
CurrentTo 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 program management staff.Provides stewardship reporting to clients; identifying and educating clients on issues and trends impacting programs. Conducts pre-renewal visits reviewing client loss experience and general company performance. Reviews and 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 the activities of other 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.
