Director, Client Services

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POSITION SUMMARY: Plays a vital role in managing the company’s client service delivery by building and maintaining strong, long-term relationships with assigned clients while serving as the main point of contact for all account-related issues. This role emphasizes understanding client needs, providing exceptional service, and ensuring solutions are aligned with business goals. The Director of Client Services collaborates closely with internal teams to boost client satisfaction, retention, and growth by identifying opportunities, resolving problems, and supporting the successful delivery of products and services.

DUTIES AND RESPONSIBILITIES:

• Manages essential account set-up functions for new clients

• Continually monitors TRISTAR’s service to assigned client accounts

• Develops and delivers consultative stewardship reporting to clients; identifies and educates clients on claim activity and trends impacting programs; provides program recommendations

• Conduct client visits, reviewing client loss experience and general company performance.

• Reviews and identifies areas of potential dissatisfaction before renewal meetings.

• Performs client renewal, contract revision, and Client Service Instruction preparation.

• Negotiates changes or improvements to the 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 invoices, audits, and accounts receivable follow-up for assigned clients.

• Resolves all major customer service issues identification of proactive solutions

• Identifies and solicits cross-selling opportunities.

• Participates in the local insurance community through advanced education and affiliation memberships.

Responsible for budget preparation and profit and loss on assigned accounts in conjunction with Branch and Regional management.

• Ability to produce analytical program data through graphs and tables, use spreadsheets efficiently, and perform calculations and automation to process large volumes of data.
• Ensures compliance with all applicable Quality initiatives.
• Travel as required.

QUALIFICATIONS REQUIRED:

Preferred Skills

• Excellent oral and written communication skills, including presentation skills
• PC literate, advanced skills in Microsoft Office products, Excel, and PowerPoint
• Analytical and interpretive skills
• Strong organizational skills
• Excellent interpersonal skills
• Excellent negotiation and facilitation skills
• Leadership/management/motivational skills
• Ability to work independently and in a team environment
• Excellent account rounding ability
• Strong understanding of workers’ compensation and liability claims; In-depth knowledge of client servicing
• Experience with Captives and Programs that deliver alternative risk solutions
• Ability to handle conflict and confront challenging issues in a fast work environment
• Ability to meet or exceed Performance Competencies

EQUIPMENT OPERATED/USED: Computer, fax machine, copier, printer, and other office equipment.

SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire

EDUCATION: Required: Bachelor’s degree in a related field or equivalent combination of education and experience.

EXPERIENCE: Must have a minimum of three (3) to five (5) years of account management or, alternatively, three (3) to five (5) years of supervisory experience.

Mental and Physical Requirements: [see separate attachment for a copy of the checklist of mental and physical requirements]

MENTAL AND PHYSICAL REQUIREMENTS
1.  MENTAL EFFORT a.        Reasoning development:            Follow one- or two-step instructions; routine, repetitive task.            Carry out detailed but uninvolved written or verbal instructions; deal with a few concrete            variables.            Follow written, verbal, or diagrammatic instructions; several concrete variables.  X       Solve practical problems; variety of variables with limited standardization; interpret instructions.            Logical or scientific thinking to solve problems; several abstract and concrete variables.            Wide range of intellectual and practical problems; comprehend most obscure concepts.
b.        Mathematical development:            Simple addition and subtraction; copying figures, counting, and recording.            Add, subtract, multiply, and divide whole numbers.  X       Arithmetic calculations involving fractions, decimals, and percentages.            Arithmetic, algebraic, and geometric calculations.            Advanced mathematical and statistical techniques such as calculus, factor analysis, and probability determination.            Highly complex mathematical and statistical techniques such as calculus, factor analysis, and probability determination; requires theoretical application.
c.        Language development:            Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing.            Ability to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; guide people and provide basic direction.  X       Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.            Ability to compose original correspondence, follow technical manuals, and have increased contact with people.            Ability to report, write, or edit articles for publication; prepare deeds, contracts or leases, prepare and deliver lectures; interview, counsel, or advise people; evaluate technical data.
2.  PHYSICAL EFFORT a.        Physical activity required to perform the job:            Sedentary work:  Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.  X       Light work: a.     Exerting up to 20 pounds of force occasionally b.     Exerting up to 10 pounds frequently c.     Exerting a negligible amount of force constantly to move objects       (If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work).            Medium work: a.     Exerting up to 50 pounds of force occasionally b.     Exerting up to 20 pounds of force frequently c.     Exerting up to 10 pounds of force constantly to move objects            Heavy work: a.     Exerting up to 100 pounds of force occasionally b.     Exerting up to 50 pounds of force frequently c.     Exerting up to 20 pounds of force constantly to move objects            Very heavy work: a.     Exerting in excess of 100 pounds of force occasionally b.     Exerting in excess of 50 pounds of force constantly to move objects c.     Exerting in excess of 20 pounds of force constantly to move objects
2. Visual requirements necessary to perform the job:            Far vision:  clarity of vision at 20 feet or more  X       Near vision:  clarity of vision at 20 inches or less  X       Mid-range vision:  clarity of vision at distances of more than 20 inches and less than 20 feet            Depth perception:  the ability to judge distance and space relationships, so as to see objects where and as they actually are            Color vision:  ability to identify and distinguish colors            Field of vision:  ability to observe an area up or down or to the right or left while eyes are fixed on a given point

2.  PHYSICAL EFFORT (cont.)	FREQUENCY
c.      Physical activity necessary to perform the job and frequency (e.g., continually, frequently, or occasionally):         Climbing:      Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.  Body agility is emphasized.  This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.         Balancing:      Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces.  This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.  X    Stooping:       Bending body downward and forward by bending spine at the waist.  This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.  X    Kneeling:       Bending legs at knee to come to a rest on knee or knees.  X    Crouching:    Bending the body downward and forward by bending legs and spine.         Crawling:      Moving about on hands and knees or hands and feet.  X    Reaching:       Extending hand(s) and arm(s) in any direction.  X    Standing:        Particularly for sustained periods of time.  X    Walking:        Moving about on foot to accomplish tasks, particularly for long distances.  X    Pushing:         Using upper extremities to press against something with steady force in order to thrust forward, downward, or outward.  X    Pulling:          Using upper extremities to exert force in order to drag, haul, or tug objects in a sustained motion.         Foot        Motion:           Using feet to push pedals.  X    Lifting:           Raising objects from a lower to a higher position or moving objects horizontally from position to position.  This factor is important if it occurs to a considerable degree and requires substantial use of the upper extremities and back muscles.  X    Fingering:      Picking, pinching, typing, or otherwise working with fingers rather than with the whole hand or arm as in handling.  X    Grasping:       Applying pressure to an object with the fingers and palm.	Occasionally Occasionally Occasionally Occasionally Occasionally Occasionally Occasionally Occasionally Occasionally Frequently Occasionally

2.  PHYSICAL EFFORT (cont.)			FREQUENCY
X    Talking:          Expressing or exchanging ideas by means of the spoken word.  Those activities in which workers must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.  X    Hearing:         Perceiving the nature of sounds with or without correction.  Ability to receive detailed information through verbal communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts.         Feeling:          Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.  X    Repetitive      Substantial movements (motions) of the wrists, hands,        Motion:          and/or fingers.			Frequently Frequently Frequently
3.  WORKING CONDITIONS Disagreeable job conditions to which the employee may be exposed and the frequency (e.g., continually, frequently, or occasionally) of this exposure.
WORKING CONDITION              ENVIRONMENTAL                         FACTOR	NATURE/REASON                  OF EXPOSURE	FREQUENCY
Dirt/Dust
Noise
Temperature extremes
Dampness
Vibrations
Equipment movement hazard
Chemicals/solvents
Electrical shock
Significant work pace/pressure
Odors/Fumes
Other (specify):

Signatures:

This job description has been approved by all levels of management:

Human Resources: ___________________

The employee's signature below constitutes the employee's understanding of the mental and physical requirements, essential functions, and duties of the position.

Employee____________________________ Date____________________