Regional VP - Client Services Loss Adjusting

Crawford & Company

Experience: 10+ yrs
Location: United States
Job type: Full-time

Required skills

CRM
MS Office
Data analysis tools

About the role

📢 We’re Hiring: Regional Vice President – Client Services (Loss Adjusting)
📍 Candidates can be located anywhere in the United States

This is an exciting opportunity to join a global leader in claims management and make a meaningful impact through your expertise and leadership 🚀

Why You’ll Love It Here:
💻 Work From Home opportunity
🧘 Excellent Crawford benefits supporting financial, physical, and mental wellness
🤝 Generous Employee Referral Bonus Program
🛍️ Access to multiple employee discounts

✨ Role Overview:
Under the direction of the Chief Client Officer, US Services, the Regional Vice President – Client Services plans, organizes, and supervises the activities of direct reports within the client service region, ensuring the effective delivery of products and services to clients, brokers, and carriers.
🔹 Maintains a strong focus on 📈 revenue growth, 🤝 client satisfaction and retention, and the achievement of 🎯 Corporate objectives
🔹 🧭 Assists in establishing and leading the client service region to successfully meet defined business objectives, providing strategic and operational leadership across the region

This role plays a critical part in advancing client service excellence and supporting the organization’s overall success.

Responsibilities

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.

Qualifications

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

Company

Why Crawford?

Because a claim is more than a number — it’s a person, a child, a friend. It’s anyone who looks to Crawford on their worst days. And by helping to restore their lives, we are helping to restore our community – one claim at a time.

At Crawford, employees are empowered to grow, emboldened to act and inspired to innovate. Our industry-leading team pioneers new solutions for the industries and customers we serve. We’re looking for the next generation of leaders to take this journey with us.

We hail from more than 70 countries and speak dozens of languages, reflecting the global fabric of the audience we serve. Though our reach is vast, we proudly operate as One Crawford: united in purpose, vision and values. Learn more at www.crawco.com.

When you accept a job with Crawford, you become a part of the One Crawford family.

Our total compensation plans provide each of our employees with far more than just a great salary

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

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means.

About Crawford & Company

Provides claims management and outsourcing solutions to the insurance industry.

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