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Director of Client Services

Newfront

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Customer Service

United States · Remote

Posted on Saturday, September 7, 2024

Insurance is a trillion dollar market that is fundamental to society, yet it has not modernized — until now.

Newfront is building the modern insurance experience.

We've reimagined the experience for clients, prospects, and employees, altering the way people create, understand, select, transact, and use insurance. We're changing the approach so that it starts and ends with the client, not the product, and empowering people for moments that matter.

Our unique approach recognizes both the vast potential of technology and the fundamental role of insurance experts. We're a technology-driven company with DE&I in our DNA and strong values; we believe people matter most.

Our mission is to define the future of the insurance industry, while instilling a high performance culture in combination with living our Work, Love, Play ethos each day. We value balanced lives and are passionate about creating a culture of wellness that results in healthier, happier, and more productive employees, and more successful clients.

The Client Services Director role is focused on ensuring the team delivers Newfront’s best-in-class services, seamless processes and differentiated products to our clients. In order to do this, focus will be on ensuring the team is accountable to the agreed upon process and deliverables using the agreed upon technology. This position will demand very strong operational, organizational and team development skills along with a solid understanding of the client service cycle, and a demonstrated track record of successful development of star performers. Your exceptional people management skills allow you to inspire and develop a dynamic team to grow the future leaders of Newfront.

This position is a salaried, exempt and full-time role and will be reporting to the Head of Client Service. This position is located in our New York office.

What You’ll Be Responsible For:

Responsible for end-to-end client management including prospecting, onboarding, relationship management, engagement, and satisfaction.
Manages overall client engagement framework through team compliance with workflow process.
Manage and mentor a team of individual contributors and leaders with complex and technical responsibilities.
Develop, coach, and guide Benefit Consultants and Senior Benefit Consultants to achieve goals and career growth.
Responsible for staffing, training, performance management, and ensuring professional development of direct reports.
Set direction, strategy, and priorities for multiple teams.
Partner with senior leaders to prioritize team objectives and manage competing priorities.
Identify and address department/team priorities based on problem patterns and business needs.
Guide and support the team in operational and tactical responsibilities, ensuring effective delegation and resource allocation.
Demonstrate proficiency in explaining technical analysis related to plan renewal, marketing, budgeting, and demographic analysis.
Stay current with industry trends for compliance and service offerings, and ensure timely client notices.
Demonstrate proficiency in order to explain technical analysis with regards to plan renewal, marketing, budgeting, contribution scenarios and demographic analysis.
Build and maintain carrier partnerships as subject matter expert and advisor.
Guide Benefit Consultants and Sr. Benefit Consultants as they develop short- and long-term strategies for their clients to improve benefit programs, maintain cost and implement new programs.
Act as an executive resource to guide and assist with resolution of escalated client and or carrier issues.
Provide specialized service/advanced knowledge as area expert across the team’s client base.
Drive and advocate consistent processes to support the client engagement framework in collaboration with the Market Leader.
Other tasks, duties or special projects as assigned.
To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Qualifications:

Exceptional negotiation and communication skills: written, public speaking and presentation preparation.
Professional composure and exceptional customer service skills, diplomacy, professionalism and tact.
Proficient knowledge and use of Microsoft Office and advance complexities of features.
Ability to be resourceful, take initiative, solve problems, create solutions, and lead process improvements.
Thrives working with others in a fast-paced environment. Exceptional management skills. Ability to train, delegate, provide oversight and give feedback.
Adaptability and flexibility to proactively anticipate and address issues and client needs.
Exceptional time management skills and the ability to navigate demanding schedules, priorities, and volumes.
Ability to learn, adopt and train use of technology systems and software applications.
Exceptional at multi-tasking and flexibility to manage ever changing priorities and deadlines.
Exceptional Time Management skills.
Proficient at multiple and strategic project planning including extended time management.
Ability to forge relationships, build trust and manage up and down.
Excellent management, people, and team-building skills. Ability to coach and motivate others.

Preferred Knowledge, Skills and Abilities:

Minimum of 7+ years of work experience in a brokerage.
Broad industry and brokerage management experience.
Extreme confidence in industry expertise, understanding of industry trends and ability to analyze data
Ability to leverage industry relationships.
Strong knowledge and use of Microsoft Office and Google suite products.

Required Certificates, Licenses, Registration:

CA Department of Insurance Life License (required).

The pay range for this position in California, Washington, Colorado and New York at commencement of employment is expected to be between $162,000 and $180,000/yr; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, the employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

At Newfront, we are committed to hiring diverse talent and supporting an inclusive workplace environment. If you are excited about a role at Newfront but feel you’re missing a few of the qualifications, we still encourage you to apply and tell us about yourself. You may just be the next Newfront team member that we are looking for!

Newfront is proud to be an equal opportunity workplace. Diversity is in our DNA and we believe that creating an inclusive workplace elevates the value we are able to bring to our customers and employees alike. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

If you require reasonable accommodations throughout the application or interview process, please contact us at careers@newfront.com. For information regarding how Newfront collects and uses personal information, please review our Privacy Policy.