What are the responsibilities and job description for the Client Services Manager position at Steamboat Group?
Location: Glen Allen, VA
Join a Company That Makes a Difference
At SUI, we specialize in protecting organizations that lend, support, and invest in their communities. Since 1978, we've provided insurance, escrow, compliance, and risk management solutions to community banks, auto finance companies, and regional lenders.
We understand our clients’ unique challenges—and we help them overcome them with tailored, efficient, and compliant solutions. If you're passionate about client success and want to work with a company that empowers local businesses and communities, we’d love to meet you.
About the Role
As a Client Services Manager, you'll provide high-level support to OSC clients by establishing rapport and building product confidence with customers. The Client Services Manager is responsible for understanding the client’s business and operating strategy and translating information into specific client service requests (CSRs) with executable steps focused on achieving improvement in client and borrower experience, scalability, process standardization and operational efficiency in accordance with industry standards, regulatory agencies and client and company objectives and policies.
What You’ll Do
Using knowledge of the client’s business needs, identify and implement effective solutions and respond to inquiries in a timely and accurate manner.
Create and maintain a client specific Client Procedure Manual.
Work with technology groups to implement and test programming changes and requests.
Identify trends based on client questions/feedback and provide solutions to known issues.
Monitor performance and client perception of service to ensure issues are identified and resolved quickly and effectively.
Meet with clients, either in person or via telephone, on a regular basis and document all information in call reports to be provided to management.
Complete a site visit minutes document to correspond to each client visit.
Maintain an up-to-date account task list highlighting all open and closed deliverables.
Provide training to clients as needed.
Keep abreast of all new services offered in order to keep the clients up to date.
Maintain appropriate, professional working relationships with clients and other employees.
Understand the P&L process to ensure goals are met.
Review and distribute client scorecards as needed.
Identify and coordinate system/program/process enhancements to best serve the client’s needs.
May provide support during audits for lender compliance groups as needed.
Understand and adhere to federal and state guidelines and regulations.
Maintain a good working knowledge of the insurance industry through continuing education, self -study and seminar attendance.
Obtain Property and Casualty license.
Other duties and projects assigned..
What You Bring
Associate degree in business or a related field
3 years of experience in client services or banking operations
Strong communication and relationship-building skills
Ability to manage multiple tasks and priorities
Experience training or mentoring team members is a plus
A proactive, solutions-focused mindset
Why You’ll Love Working Here
Competitive Base Salary
Discretionary Time Off
Casual Dress Code
Career Development Opportunities
Tuition Assistance
401(k) with Company Match
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