Case Director

Summary Role and Position:

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).