Regional VP - Client Services Loss Adjusting

• Monitors performance and provides mentoring, coaching, and assistance to assigned Account Executives (AE) and Administrative Coordinator.
• Provides leadership and works with direct reports to achieve the Corporation’s mission, strategic goals, core values, and client goals, as well as client satisfaction, retention and business development.
• Recommends compensation and other rewards to recognize performance.
• Conducts formal annual performance evaluation and conducts informal mid-year performance progress reviews.
• Provides monthly updates on actual revenue renewed, endangered accounts that require additional focus from the AE, significant achievements/successes during the period, and Managed Control Plans (MCP) to the Chief Client Officer, US Services.
• Participates with AE’s in the development and delivery of Stewardship Reports including service initiatives.
• Evaluates AE client-load based on number of clients, total revenue on book of business, amount of client activity, and special client needs; and recommends changes, when appropriate.
• Monitors renewal schedule and tracks with direct reports.
• Reviews pricing on accounts and provides recommendations to the Chief Client Officer, US Services.
• Monitors input of data and use of the Client Relationship Management Database, including client data, contacts, meeting notes, and products/services.
• Identifies and recommends potential candidates for future Account Executive and Administrative Coordinator openings.
• Works with HO on billing discrepancies and collections issues related to assigned clients.
• Participates in monthly AE teleconference staff meetings and contributes agenda topics.
• Assists the Chief Client Officer, US Services in planning and coordinating the annual AE Conference.
• Researches and evaluates market place trends including pricing, available products/services and market position; recommends new products and services.
• Manages to resolution all pertinent client service issues and ensures that the Account Executives respond timely and effectively these service issues.
• Develops and uses measurement tools to gauge effective client service results, capitalizing on favorable results and reacting to negative trends quickly.
• Builds ongoing effective relationships with clients, brokers and carriers.
• Acts as a resource to staff for the purpose of assisting in the successful renewal of accounts.
• Handles major disputes and assists in resolving significant issues with clients, brokers or carriers.
• Establishes and maintains highly effective working relationships with all levels of corporate staff and management, clients, vendors, contractors, and others encountered in the course of work.
• Knowledgably interprets and applies corporate policies and procedures.
• Maintains and manages monthly management reports.
• Selects, trains and develops an effective and efficient regional staff.
• Establishes and communicates performance expectations and objectives and conducts performance appraisals.
• Recommends salary adjustments, promotions, transfers and dismissals.
• Administers and communicates all policies and procedures contained in the Team Handbook and Human Capital Manual, interprets policies as necessary and ensures compliance.
• Develops Account Executives in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance.
• Monitors operations, workloads and staffing and when necessary makes changes in methods, procedures, structure and recommends additions or changes in personnel to secure optimum utilization of resources.
• Counsels employees on career development and keeps staff informed of current problems and changes in the company through effective communications.
• Generates additional revenue from existing clients by developing client servicing strategies to include all product/service lines.
• Ensures that staff reviews, identify, and pursue client service penetration opportunities.
• Assists in the creation of marketing strategies for the region.
• Provides guidance in the preparation of promotional materials, proposals, and other marketing materials.
• Assists Sales & Marketing in the product development process by identifying potential new product offerings and services based on an understanding of the current client base.
• Participates in key account sales activities.
• Ensures that the regional staff receives the training and development necessary to professionally represent Crawford in presentations, meetings, and correspondence
• Exercises sound financial management contributing positively to the profit of assigned accounts and region operations.
• Fiduciary responsibility related to renewal pricing authority.
• Understands business economics, accounting practices, and fiduciary responsibilities and applies this knowledge effectively through the account management process.
• Authorizes resource allocations and operational expenses to support marketing and client service goals.
• Evaluates the level of services provided to ensure consistency and adequacy in pricing.
• Participates in expense budgeting and manages all Client Service related expenses generated by Region staff.
• Assists with collections of overdue billings.
• Provides authority on renewal business.
• Develops and maintains effective business partnerships with internal and external constituents and stake holders.
• Understands the TPA markets, changes in the marketplace, competition, and the needs of the client to identify trends and opportunities and to influence the development of new products and services.
• Works with the US Operations management team to develop an overall vision with emphasis on client service.
• Develops and maintains positive working relationships with the various business/service units.
• Develops and maintains positive working relationships with partner insurance carriers and brokers assuring high levels of satisfaction are achieved.
• Keeps abreast of current trends which affect claim handling to ensure that the claim service product is competitive.
• Demonstrates strong claim product and service knowledge.
• Attends industry activities and conventions to promote knowledge and understanding of Crawford services and products.
• Actively monitors work practices to ensure the most efficient methods are used and recommend changes as appropriate.
• Keeps manager informed both verbally and in writing of activities and results within assigned area of responsibility.
• Performs other related duties as requested.

• Bachelor's Degree in related field required
• Advanced Degree in related field preferred
• Ten or more years of progressive TPA or insurance carrier experience in claims, underwriting, or loss control, demonstrating an in-depth knowledge of insurance claim practices and procedures and;
• Four or more years’ experience as an Account Executive, Unit Manager or the equivalent in related work experience.
• Attainment of the CPCU, IIA Associate in Claims or Associate in Risk Management designations and completion of the IIA Management program or equivalent in related studies or work experience preferred.
• Continuing education in the areas of management, leadership, risk management, and insurance. Requires frequent travel.

#LI-EM3 #LI-REMOTE

• Pay and incentive plans that recognize performance excellence
• Benefit programs that empower financial, physical, and mental wellness
• Training programs that promote continuous learning and career progression while enhancing job performance
• Sustainability programs that give back to the communities in which we live and work
• A culture of respect, collaboration, entrepreneurial spirit and inclusion