Policyholder Services Director

SIF, Idaho Workers’ Compensation is a leader in Idaho workers’ compensation. Because we live and work locally, we recognize that our customers are the backbone of Idaho’s economy, and we are proud to offer services that protect their businesses and injured workers, supporting their financial strength. We empower our team to put people first, grow professionally, and have fun. At SIF, we’re passionate about Idaho and we’re passionate about what we do.

We’re seeking a strategic, customer-driven Policyholder Services (PHS) Director to lead our Underwriting, Safety Services, Business Development, and Premium Audit teams. This is a high-impact role responsible for ensuring team alignment with and implementation of our strategic plan and long-term goals in relation to policyholder retention, growth, and financial stability.

We’ll be looking for YOU to:

• Champion SIF’s core values (Reliability, Innovation, Relationship Driven) by building and maintaining positive, collaborative relationships in all areas.
• Develop and empower the PHS leadership team by facilitating consistent communication, transparency, and collaboration across teams and with stakeholders.
• Drive a culture of accountability by using KPIs to promote team performance, service delivery, and customer satisfaction aligned with best practices.
• Actively engage with managers and supervisors to plan and implement changes to enhance workflows, business processes, and departmental policies and procedures.
• Guide the transformation of SIF’s Underwriting operations to enhance SIF’s competitiveness in the Idaho market.
• Oversee projects and initiatives supporting market competitiveness and company strategy.
• Partner with SIF’s Actuarial and Data teams to produce actionable insights and value-added pricing and analytic reports.
• Actively engage with stakeholders to effectively resolve service issues and/or complaints in a positive manner while continuing to accomplish SIF’s goals and objectives.

Your background should include:

• Bachelor's or Master’s degree in Business (or a related discipline) or an equivalent combination of education and experience.
• Minimum of 10 years of policyholder experience in workers’ compensation insurance with a deep understanding of applicable workers’ compensation laws and administrative rules.
• Chartered Property Casualty Underwriter (CPCU), Associate in Commercial Underwriting (AU), Associate in Insurance (AINS), or other applicable insurance designation is preferred.
• Deep technical knowledge of workers’ compensation underwriting best practices including advanced knowledge of NCCI rules, regulations, and classifications.
• Strong customer-centric mindset with a focus on delivering excellent service and products to SIF’s stakeholders.
• Highly driven, self-motivated, and enthusiastic leader capable of communicating, motivating, and driving people toward positive change and improvement with at least three years’ experience leading a department in a managerial role.
• Exceptional interpersonal communication skills with the ability to relate to internal and external stakeholders at all levels including handling escalations and sensitive issues with professionalism and a solution-oriented approach.
• Experience using technology to effectively evaluate options and drive decisions.
• Desire to learn and understand individual team issues and complexities as well as technical tools and solutions used at SIF.

What you can expect!

• A fun, collaborative culture
• Work-life balance
• Professional development opportunities that are more than just “talked about”, they actually happen!
• Competitive market-based compensation
• Generous paid time off
• Amazing insurance benefits package
• Retirement benefits that rock – membership in PERSI (pension plan) as well as retirement savings options via 401(k) and 457 plans.

SIF values diversity and we are an equal opportunity employer. Please note that applicants need to have legal authority to work permanently in the U.S.