Director of Client Services & Risk Management

The Cross Family of Agencies welcomes you. We need your talent and expertise.

Position Summary:

The Director of Client Services & Risk Management is a critical role responsible for overseeing the delivery of unparalleled client service and implementing robust risk management strategies for our clientele. This position requires a strategic thinker with a proven track record of managing complex client relationships, navigating intricate insurance programs, and proactively mitigating risks.

Responsibilities:

Client Relationship Management:

• Serve as the primary point of escalation for complex client service issues and risk management inquiries.
• Conduct regular client reviews to assess evolving needs and ensure insurance programs remain aligned with their objectives.
• Proactively identify opportunities to enhance client service and expand service offerings.
• Act as a trusted advisor, providing expert guidance on insurance coverage, risk mitigation strategies, and industry best practices.
• Oversee the onboarding process for new clients, ensuring a seamless and personalized experience.

Risk Management:

• Develop and implement comprehensive risk management protocols and procedures for high-value clients.
• Conduct thorough risk assessments to identify potential exposures and recommend appropriate insurance solutions.
• Stay abreast of industry trends, regulatory changes, and emerging risks to ensure clients are adequately protected.
• Collaborate with underwriters and carriers to negotiate favorable terms and conditions for complex insurance programs.
• Oversee the claims process, ensuring timely and efficient resolution of claims.
• Implement and monitor risk control programs to minimize losses and enhance client safety.
• Analyze loss data and identify trends to develop proactive risk mitigation strategies.

Compliance & Operations:

• Ensure compliance with all applicable insurance regulations and agency policies.
• Oversee the maintenance of accurate and up-to-date client records.
• Develop and implement process improvements to enhance efficiency and effectiveness.
• Collaborate with internal departments to ensure seamless service delivery.
• Prepare and present reports on client service performance and risk management activities.

Qualifications:

• Bachelor's degree in business administration, risk management, or a related field (Master's preferred).
• Minimum of 10 years of experience in insurance, with a focus on client service and risk management for high-net-worth clients.
• Proven track record of building and maintaining strong client relationships.
• Deep understanding of complex insurance programs and risk management principles.
• Excellent communication, interpersonal, and presentation skills.
• Strong leadership and team management abilities.
• Proficiency in insurance agency management systems and Microsoft Office Suite.
• Relevant industry certifications (e.g., CPCU, ARM, CRM) are highly desirable.
• Demonstrated ability to handle sensitive and confidential information with discretion.
• Strong problem-solving and analytical skills.