Client Services Director | Captive

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.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Are you looking for an opportunity to join a global industry leader where you can bring your big ideas to help solve problems for some of the world’s best brands?  

• Be a part of a rapidly growing, industry-leading global company known for its excellence and customer service. 

• Leverage Sedgwick’s broad, global network of experts to both learn from and to share your insights. 

• Enjoy flexibility and autonomy in your daily work, your location, and your career path.

ARE YOU AN IDEAL CANDIDATE?

You bring strong leadership, client focus, and strategic program oversight, with experience managing complex captive programs and high-value client relationships. You know how to influence outcomes, drive retention strategy, and lead teams across multiple stakeholders. You are motivated to make an impact and thrive in a fast-paced, growth-focused environment. If you’re ready to take the next step and make a difference, we encourage you to apply.

PRIMARY PURPOSE OF THE ROLE 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 RESPONSIBILITIES OF THE ROLE

• 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.
• 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: 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.

TAKING CARE OF YOU

• Flexible work schedule. 

• Referral incentive program. 

• Opportunity to work in a remote environment.

• Career development and promotional growth opportunities. 

• A diverse and comprehensive benefits offering including medical, dental vision, 401K on day one.

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 

Employment may be contingent upon successful completion of a motor vehicle record (MVR) check, where job-related.

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.