Client Services Manager

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.

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Client Services Manager

PRIMARY PURPOSE : 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.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• 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.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.

• Supports the organization's quality program(s).

• Travel as required.

SUPERVISORY RESPONSIBILITIES

• 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.

• Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing

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

Experience

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.

Skills & Knowledge

• 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

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.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com