Investigative Service Manager
The role is to develop, market, educate, communicate and maintain "The Robison Group" investigative service lines to potential and existing customers within the insurance, legal defense, self-insured, railroad and third party administrative markets.
Essential Duties and Responsibilities
Case Management:
Manage all aspects of case assignments from client inception through billing to ensure requirements are delivered.
- Obtain assignment from client through all forms of communication and send to case intake.
- Consult client regarding investigative referrals and provide additional investigative recommendations for best-case outcome.
- Communicate client approved plan for surveillance/investigation for best-case outcome.
- Communicate with FOM's regarding case updates.
- Provide detailed case updates and recommendations on how to proceed to our client.
- Review all case files, reports and video links for quality and assurance under my purview.
- Upon the completion of quality and assurance review, distribute final report and invoice.
Operation Interface:
Communicate ongoing client requirements to operations and support all aspects of case management with the field.
- Communicate effectively the client standards and expectations when necessary.
- Communicate effectively the client standards and expectations with Field Operation Managers.
- Job shadowing and cross training within the operations environment.
- Weekly conference call with Field Operation Managers to discuss status update regarding Client Service offerings.
New Business Development:
Responsible for new customer acquisition and development of ongoing case management process.
- Work with corporate office on client matrix.
- Research and qualify potential new accounts and customers
- Make contact and follow up with prospects by emails, telephone calls and in person visits.
- Schedule presentations with prospective accounts and follow up.
- Increase the exposure of The Robison Group by attending non-client third party conferences, joining professional associations and interacting with our peers.
Existing Business Management:
Provide all levels of ongoing management and support to existing clients while maintaining standards and requirements set forth in service agreements.
- Provide performance metrics to clients on a regular basis demonstrating a high level of efficiency.
- Schedule presentations with existing clients.
- Attempt to increase caseload and sales with current customers.
- Conduct productive visits with clients.
- Provide timely detailed updates regarding case outcome to our customers.
- Perform consistent communication with clients by emails, telephone calls and in person visits.
- Follow up with clients regarding closed files determining disposition and additional investigative work.
- Stay informed and maintain knowledge on current client and competitor standings within the industry.
Manage Staff:
Oversee duties and responsibilities for staff reporting to case director and as it relates to case management functions.
- Direct Case Manager in overseeing handling of cases, this may be scheduling, start times, questions asked by FOM's, making sure FOM's follow directives and tracking results.
- Resolve quality and billing issues that arise with accounts.
Administrative:
Manage all ongoing administrative duties required by intercompany departments.
- Weekly Case Director conference calls.
- Communicate with clients on past due invoices.
- Review your financials and other reports as needed on a weekly basis.
- Required reporting to Clients.
- Expense and other corporate required reporting.
Define Common Levels of Accountability
- Communicate effectively to "The Robison Group" colleagues regarding client expectations, objectives, budgets and service standards.
- Build, maintain and oversee a stronger business relationship with current accounts, clients and prospective customers with effective communication regarding service offerings, location and pricing.
- Increase surveillance, SIU, desktop and all other lines of service offerings with prospective/current clients.
Equipment / Software / Support Required
- Laptop, smartphone, fax machine, email, high speed Internet.
- Customer Relationship Management Software to measure the company's interaction with future and current customers. (Example: Goldmine, Sales Force)
- Marketing manager to produce power point presentations and other business development related support.
- Professional marketing material that can be emailed or presented to potential clients and customers.
- Dependable personal transportation.
Transportation and Travel Requirements
- Must be willing to travel at least 10% of your time (via vehicle or plane) based on market conditions, potential prospect meetings and specific customer needs.
Qualifications, Experience & Duties
- Minimum 2-5 years experience within insurance SIU, law enforcement and or surveillance field investigations.
- Demonstrate at a high level of being a qualified leader.
- Provide a book of business and/or strong relationships within the industry with 2 years sales experience.
- Self-starter, with the ability to build and maintain relationships with prospects and current customers.
- Knowledge and demonstrate experience with computer software (Microsoft, Excel, Sales Force, PowerPoint)
Education and Licensing Required (preferred)
- Four-year degree and minimum 2 years experience in our industry.
- Qualified to be licensed as a Private Investigator.
- Various certifications and designations (FCLS).