Supervision Exercised: Directly Supervises Membership Services Representatives And

VICE PRESIDENT, MEMBER SERVICES

Department: Member Services

Location: Latham, NY

Reports to: President

FLSA Status: Exempt

Date: July 2012

Supervision exercised: Directly supervises loss control manager, member services representatives, administrative assistant and account executive; oversees work of consultants/contractors who provide services to PERMA.

Purpose and Description: This position is responsible for all activities which service current PERMA members including ensuring favorable contacts are made and maintained, resolution of all member issues/problems, presentation of all coverage renewal pricing indications to PERMA members and representation of a positive organizational image to PERMA members, PERMA brokers and the general public. This position is also responsible for the overall direction and development of loss control services, and for overseeing marketing plans, goals, activities, and communications.

Essential Job Functions:

1. Act as a leader of the organization, visibly supporting mission, vision, goals, core beliefs, and strategies of NEAMI and PERMA. Participate fully, actively, and collaboratively in management meetings, retreats, and discussions. Lead and motivate staff to embrace organizational goals and values.

2. Prepare annual budget, work plan, and benchmarks for Member Services Department.

3. Directly oversee all aspects of member services for existing PERMA members. Develop member service policies and procedures to ensure consistent member service and satisfaction. Ensure alignment with organizational goals and work plans, staff positions and skill sets, and staff development plans. Ensure positive results against plans.

4. Directly oversee marketing activities. Develop and execute annual marketing plan in line with organizational goals and work plans. Ensure positive results against plans. Foster positive working relationships with PERMA partners, members and service providers.

5. Seek and gather data on competitive products and pricing.

1 6. Plan, organize and direct arrangements for Annual Member Conference.

7. Directly oversee planning and execution of member services regional meetings.

8. Plan, direct and oversee department’s participation at trade shows and related marketing events.

9. Review need for and recommend appropriate modifications to membership agreements and coverage documents.

10. Oversee any legal activities necessary to address noncompliance by members

11. Attend all PERMA Board of Directors meetings, and report marketing results and departmental activities to the Board.

12. Ensure that NEAMI’s contractual marketing and member services obligations to PERMA are met.

Non-Essential Job Functions:

Minimum Requirements: The following are required to enable the employee to perform the essential functions of the job.

1. Skills/Knowledge: Must have demonstrated expertise and experience in the management of people. Must have demonstrated expertise in the marketing of insurance services. Must have strong public speaking skills and excellent written communication skills.

2. Experience/Education: Knowledge and skills in workers' compensation insurance, claims processes and underwriting required. Brokers and/or agents license, as well as, CISR or similar designation highly desirable. Bachelor’s degree or equivalent, or equivalent related experience. 5 or more years of demonstrated experience in similar position with 2 or more years of management experience. Must have a valid driver’s license.

3. Does the employee need to be bondable? Yes _XX_ No ____

4. Physical effort and dexterity: job will require occasional lifting and Carrying of up to 20 pounds. Must be comfortable with the use of the keyboard and telephone. Some stooping and kneeling may be necessary.

5. Visual acuity , hearing, speech: Speaking and hearing in ordinary conversations will occur frequently and be required. Visual abilities will need to include color discernment, comfort with the PC screen and ability to see and read reports.

2 6. Environment and scheduling: 35 hour work week

Desirable Qualifications: Knowledge and experience with group self-insurance service programs, municipal governments and membership association experience is also desirable.

Candidates whose disability makes them unable to perform a nonessential job function will still be considered fully qualified for the position if they can perform the essential functions with reasonable accommodations.