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Client Services Manager
Location:
TX - Dallas
Apply nowGeneral Description: Manage the operational activities of the client services staff. Includes oversight of data input and reporting measures for the assigned line of business. Ensure consistent standards of service and professionalism. Participate in interdepartmental planning meetings to identify needs.
Responsibilities:
- Accountable for full-cycle recruitment, management, and development for a team of account service providers. Includes providing guidance, training, and performance management.
- Identify, plan, and resolve routine department coverage and workload issues.
- Provide oversight of team to ensure timely processing of tasks. Includes insurance requests, date changes, extensions, and cancellations.
- Assist in developing and implementing training programs.
- Lead regular team meetings to discuss departmental issues. Communicate and ensure team’s adherence to company policies and applicable laws.
- Serve as liaison between operations, clients, and vendors to resolve issues. Ensure a successful partnership and problem resolution.
- Act as a liaison between accounting and carriers. Ensure monies are collected and remitted timely and in accordance with carrier guidelines.
- Act as an escalation point for complex client issues and questions. Alert management as needed.
- Create and implement effective workflow processes. Includes monitoring calls, emails, and metrics.
- Create reports to carriers and/or clients monthly or as needed.
- Manage/create standard and custom correspondence to customers.
- Perform system testing during critical product releases to ensure appropriate performance.
- Provide backup to the team as needed. Accountable for service and retention of clients/customers.
Knowledge, Skills and Abilities:
- 3+ years of insurance experience. Includes 2+ years of supervisory experience.
- High school graduate or equivalent required.
- Must hold or will obtain Property & Casualty and/or appropriate business licensure.
- Experience managing less complex commercial property and casualty accounts.
- Ability to manage a team effectively.
- Working knowledge of Microsoft Office suite of products.
- Strong verbal, written, and interpersonal communication skills.
- Solid problem-solving skills. Ability to comprehend customer needs and recommend solutions.
- Ability to be flexible and adaptable to changing priorities and deadlines.
- Ability to work effectively in a team environment and across all organizational levels.
Physical Demands:
Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, bending, and typing.
Analysis of Physical Demands:
- Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.
- Frequently (34%-66% of time) work performed requires employees to handle and grasp things, walk on normal surfaces, stand, and bend.
- Occasionally (1%-33% of time) work performed requires employees to drive to client appointments, have repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.
- Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/turning including reaching over shoulder or above head, kneeling or squatting.
USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.
Job ID:
29997