National Client Services Director

Sedgwick

5d•$90,000 - $130,000

About The Position

EFI Global is a full-service 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, origin-and-cause 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, in-depth industry knowledge and commitment to professional integrity. Together, our diverse backgrounds and collective insights empower clients to make better-informed business decisions. EFI’s combination of global solutions and local expertise has earned the firm a reputation for delivering timely responses that consistently meet our clients’ expectations—anytime, anywhere. Click here to learn more about EFI Global. 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

Requirements

Bachelor's degree from an accredited college or university preferred.
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.
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

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.
Performs other duties as assigned.
Supports the organization's quality program(s).
Travel as required.