Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring. It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day. It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career. And it means working in an environment that celebrates diversity and is fair and inclusive. 

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve. If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here. Join us and contribute to Sedgwick being a great place to work.

Great Place to Work®
Most Loved Workplace® 
Forbes Best-in-State Employer

Client Service Director

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence: 

  

Dubuque, IA  : 4141 Westmark Drive, Dubuque, IA 52002 

Cedar Rapids, IA : 333 1st Street SE Ste. 200 Cedar Rapids IA 52401 

Coralville, IA:  3273 Ridgeway Drive Coralville IA 52241 

Dublin, OH : 5500 Glendon Court Dublin OH 43016 

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054 

Chicago, IL : 175 W. Jackson Blvd. 12th Fl. Chicago IL 60604 

Indianapolis, IN: 8909 Purdue Road Suite 501 Indianapolis, IN 46268 

Irving, TX: 2201 W. Royal Lane Suite 125 Irving, TX 75063 

Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125 

Southfield, MI : 300 Galleria Officentre Southfield MI 48034 

Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826 

Eden Prairie, MN : 11000 Prairie Lakes Drive Eden Prairie, MN 55344 

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.

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 skillsPC literate, including Microsoft Office productsAnalytical and interpretive skillsStrong organizational skillsExcellent interpersonal skillsExcellent negotiation and facilitation skillsLeadership/management/motivational skillsAbility to work in a team environmentExcellent account rounding abilityStrong understanding of workers compensation, liability and disability claims managementIn-depth knowledge of client servicingAbility to handle conflict and confront challenging issues in a fast work environmentAbility 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

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

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.