Director Client Services

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IF YOU CARE THERES A PLACE FOR YOU HERE

EFI Global is a fullservice engineering fire investigation environmental health and safety and specialty consulting services firm serving a variety of industries in both the public and private sectors. Over the last four decades we have grown from a boutique firm specializing in handling insurance fraud and arson cases and providing expert witness testimony into a recognized global leader in engineering failure analysis originandcause investigations environmental consulting laboratory testing and specialty consulting. Our forensic investigation engineering and environmental services teams around the world share a dedication to expertise quality and demonstrating to customers that caring counts. Each of our more than 700 professional engineers fire investigators architects and scientists was selected for their technical proficiency indepth industry knowledge and commitment to professional integrity. Together our diverse backgrounds and collective insights empower clients to make betterinformed business decisions. EFIs combination of global solutions and local expertise has earned the firm a reputation for delivering timely responses that consistently meet our clients expectationsanytime anywhere. Click here to learn more about EFI Global.

We are seeking a Client Services Director with experience in the insurance industry specifically in executive general adjusting (EGA) and market engagement. This role involves overseeing service delivery to clients ensuring satisfaction and driving business growth by connecting with EGAs and decisionmakers at insurance carriers.

This remote position requires travel within the eastern US including client visits trade conferences and EFI events. While Atlanta Chicago or New York City are preferred location is flexible within the Eastern region.

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 prerenewal 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 crossselling 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 organizations 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

Bachelors 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
• Indepth 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 workrelated stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical:Computer keyboarding travel as required

Auditory/Visual:Hearing vision and talking

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 $. A comprehensive benefits package is offered including but not limited to medical dental vision 401k and matching PTO disability and life insurance employee assistance flexible spending or health savings account and other additional voluntary benefits.

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.

Sedgwickis an Equal Opportunity Employer and a DrugFree Workplace