Workforce Absence Dir Client Services

Sedgwick

United States

Remote

USD 113,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Medical

Dental

Vision

401k with matching

PTO

Disability and life insurance

Employee assistance program

Flexible spending or health savings

Job summary

Sedgwick in the United States is seeking an experienced Client Services Manager to develop account strategies, retain clients, and drive revenue growth across complex programs.

You will oversee staff, conduct pre-renewal reviews, negotiate service plan changes, and coordinate invoicing and cross-selling opportunities while ensuring quality initiatives are met. Travel may be required in this role. Strong leadership and communication skills are essential to lead multiple Account Representatives.

Qualifications

Bachelor’s degree preferred; professional designations encouraged.
Ten years related experience; two years account manager or five years adjuster with supervisory experience.
Strong communication, negotiation, leadership, and interpersonal skills.
Ability to supervise programs with multiple Account Representatives and coordinate cross-functional teams.

Responsibilities

Provides stewardship reporting to clients and educates on issues impacting programs.
Conducts pre-renewal visits reviewing loss experience and performance; identifies potential dissatisfaction.
Performs client renewal, contract revision, and Client Service Instruction preparation.
Negotiates changes or improvements to service plans.
Coordinates client invoicing, audits and accounts receivable follow up.
Resolves major customer service issues and identifies cross-selling opportunities.
Supervises staff assigned to programs requiring multiple Account Representatives.
Ensures compliance with all applicable quality initiatives.

Skills

Communication

Analytical skills

Organizational skills

Negotiation

Leadership

Teamwork

Account management

Claims knowledge

Client servicing

Conflict resolution

Performance competencies

Education

Bachelor's degree preferred

CPCU / AIC / ARM or related designation preferred

Tools

Microsoft Office

Job description

By joining Sedgwick, you’ll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Workforce Absence Dir Client Services

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; 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.

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 to include two (2) years account manager experience or five (5) years adjuster experience including two (2) years in a supervisory capacity.

Skills & Knowledge

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
Leadership/management/motivational skills
Ability to work in a team environment
Excellent account rounding ability
Strong understanding of workers compensation, liability and disability claims management
In‑depth knowledge of client servicing
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

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

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. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $113,334.00 - $120,000.00 USD Annual.