Director of Client Services

Position Title: Director of Client Services Classification: Exempt
Classification: Exempt
Reports To: CEO Hours: Full Time
Hours: Full Time
Location: Salt Lake Office
Compensation: $100,000 to $130,000/yr.

Who We Are + What We Do
Founded in 1936, The Buckner Company is a family-owned, full-service independent insurance brokerage headquartered in Salt Lake City. What started as a team of three people has grown into one of the largest and fastest growing agencies in the western region, with over 200 employees in seven offices. Although much has changed, one thing remains constant: Buckner’s dedication to providing phenomenal service to its clients. In helping customers navigate a competitive and confusing industry, Buckner’s knowledgeable and experienced professionals live by these core values:

• Placing the people at the heart of every decision
• Discovering better solutions and making things happen
• Acting with openness and clarity
• Collaborating and trusting each other

Why Buckner?

• A company focuses on work/life balance.
• PTO, paid holidays, and flex days for when you are not.
• As stable as they come: The insurance industry is essential to our society and in constant demand. There is work to be done and plenty of it.
• Company-paid Continued Education: Insurance-related courses, designations, certifications, and licensing are paid for by Buckner.
• Top Notch 401K and Benefits: An industry-leading 401K policy combined with outstanding healthcare, dental, and vision benefits.
• Great culture, great people: With a culture centering on collaboration and comradery

Position Summary
The Director of Client Services is a member of the Executive Team and reports directly to the CEO. This position is responsible for procedures and policies and oversees the day-to-day operations for Commercial, Personal Lines, Corporate Training, Loss Control, and the Claims Departments. This is a strategic role with the primary purpose of determining account management strategies related to client service plans. The director will be responsible for retaining existing clients and customer satisfaction.

Responsibilities:

• Directly contribute to key business outcomes such as client retention and satisfaction, enhance Buckner’s value to our clients and prospects, achieve operating/margin targets, and foster a culture of performance and continuous improvement.
• Create, coordinate, and monitor all internal processes and procedures
• Assist in the selection of hiring service staff, as well as termination decisions for all personnel under direct and indirect management
• Monitor workloads and make personnel adjustments as necessary
• Serve as a coordinator between Client Advisors and service staff
• Serve as technical and coverage adviser to agency personnel
• Coordinate training schedule utilizing internal staff, underwriters, and online courses
• Conduct internal coverage audits. Look for gaps in coverage, concurrency issues, etc.
• Create client-facing documents that are current, concise, and error-free. This includes proposals, EPIC letters, etc.
• Maintain a pipeline of service staff and create a pathway for internal promotion.
• Act as a troubleshooter on account problems and agency procedural issues
• Keeps track of new products, changes in rating, and services available for all regions
• Streamlining systems and procedures to maximize efficiency

Education and Experience:

• A bachelor’s degree, graduate degree, or equivalent is preferred.
• 10+ years of Insurance and relevant job experience is preferred with similar essential duties
• Active Utah Property & Casualty license required
• CIC required, CPCU preferred

Required Job Skills:

• The ideal candidate will be a creative/high-energy leader with experience in successfully finding and capitalizing on unique opportunities. They will be entrepreneurial by nature and possess strong people and communication skills
• Ability to analyze and operate various software
• Exceptional interpersonal skills: professional, personable, and able to interact effectively with others and respond appropriately to stressful situations.
• Strong analytical and problem-solving skills
• Computer literacy for correspondence, data entry, e-mail, Internet, spreadsheets, and accessing data from company systems
• Leadership/management experience and qualities
• Must be a self-starter and work well with moderate supervision

Physical:
The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee may also required to sit for long periods, often in front of a computer monitor, and operate a computer keyboard. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.