Client Service Team Leader

Title: Client Service Team Leader

State Role Title: 

Hiring Range: $69,265- $103,900 (Pay grade 8 based on a 14 grade) 

Pay Band: UG

Agency: VA Workers' Compensation Comm

Location: RICHMOND HEADQUARTERS

Agency Website: https://workcomp.virginia.gov/

Recruitment Type: General Public - G

Lead People. Improve Processes. Make an Impact.

Are you a people-centered leader who knows how to motivate a team, improve processes, and build trust with the people you serve?

The Virginia Workers’ Compensation Commission’s Criminal Injuries Compensation Fund (CICF) is seeking a Client Services Team Leader to lead claims professionals while helping strengthen how we serve crime victims and our community partners.

The ideal candidate is a self-motivated leader who brings strong people skills, sound judgment, and a client-centered approach. You’ll coach and hold staff accountable, identify better ways to get work done, and build relationships with victims, law enforcement, attorneys, and other stakeholders.

This work involves sensitive information related to serious and sometimes violent crimes, so empathy, professionalism, and resilience are essential. If you’re ready to lead with both accountability and compassion while making a meaningful difference for Virginians, we encourage you to apply.

About CICF

The Criminal Injuries Compensation Fund helps eligible victims of crime and their families by reviewing claims and determining financial assistance for qualifying crime-related expenses.

Behind every claim is a person who may be navigating an incredibly difficult experience. Our work combines careful analysis, responsive service, collaboration with criminal justice and community partners, and a commitment to treating victims and families with dignity and respect.

What You'll Do

As the Client Services Team Leader, you'll lead a team of claims professionals while helping CICF strengthen its processes, service, and relationships.

Key responsibilities include:

• Lead and develop staff by setting expectations, assigning work, coaching performance, providing feedback and training, and holding team members accountable for quality and results.
• Improve how work gets done by identifying gaps, clarifying responsibilities, addressing outstanding work, and developing practical processes that improve efficiency and consistency.
• Monitor claims and quality by reviewing complex claims, recommendations, documentation, workloads, reports, deadlines, and team performance.
• Support sound decisions by analyzing detailed information, identifying missing or conflicting documentation, and providing guidance on difficult or complex claims.
• Build trusted relationships with victims, law enforcement, attorneys, criminal justice professionals, state agencies, and other stakeholders.
• Represent and support CICF through stakeholder outreach, law enforcement coordination, training, and other departmental initiatives.

What You Should Know

• We believe candidates should understand the reality of the work before applying.
• CICF serves individuals affected by serious and sometimes violent crimes. This position routinely works with police reports, medical information, and other records that may contain detailed and potentially distressing information.
• You'll also be joining a department with opportunities to strengthen processes, clarify ownership, address outstanding work, and improve how services are delivered. We need a leader who is comfortable stepping into that work, not simply maintaining the status quo.

Success in this position requires someone who can work independently, address difficult issues, make thoughtful decisions, support and hold employees accountable, and remain focused on the people CICF serves.

VWC Compensation Structure

Virginia Workers' Compensation Commission is an independent agency which allows us to have a more competitive and unique pay structure. This position is a pay grade 8 based on a 14 grade pay structure. Our positions are not classified under DHRM's pay bands.

Telework Structure

Our agency is currently using a hybrid model for teleworking. Our positions currently are not 100% teleworking.  However, we do have a liberal telework policy in place and all candidates would be expected to report to our Headquarters as requested.

Telework scheduling is at the discretion of the position’s supervisor, the Executive Director, based on the business needs of the department.  Upon hire, candidates should expect to have all training and orientation conducted at the Headquarters Office, or as required.

Virginia Workers' Compensation Commission Overview 

Led by a Senior Leadership team consisting of three Commissioners, an Executive Director, and a Chief Deputy Commissioner. Our mission is to serve injured workers, victims of crimes, employers, and related industries by providing exceptional services, resolving disputes, and faithfully executing the duties entrusted to us by the Commonwealth of Virginia. Our vision is to lead the nation as the most effective and innovative state agency.  VWC demonstrate seven core values: innovation, respect, accountability, reliability, impartiality, integrity, and effectiveness.

We are a “Virginia Values Veterans” (V3) official certified state agency that supports Veterans and Members of the Reserves and/or National Guard.  If you are a Veteran or Spouse of a Veteran or Active Military Member, we urge you to respond accordingly on your state application.  Virginia Workers’ Compensation Commission is an Equal Opportunity Employer, and we encourage diversity within our workforce.  Virginia Workers’ Compensation Commission does not provide sponsorship for employment.

VWC has been recognized as a Top Workplace for the past several years in the Richmond Region and in the country. It is the recipient of the following awards:

• 2022 - 2026 Top USA Workplace
• 2021 - 2026 Top Workplace Richmond Region
• 2023 - 2025 Top Award for Mid-Sized Companies
• 2022 - 2023 Doers Award
• 2024 Manager’s Award
• 2025 Leadership Award, McGill 

Minimum Qualifications

• Must be able to express empathy and show respect when working with clients and providers
• Demonstrated ability to work within deadlines in a high-volume, fast-paced environment
• Demonstrated ability to supervise, coach, motivate, and train a diverse workforce
• Ability to exercise good judgment based on available information
• Ability to accurately calculate figures and amounts such as discounts, interest, wage loss, and percentages
• Strong oral and written communication skills
• Strong work ethic and attention to detail
• Supervisory experience to include delegating assignments and handling performance management, employee relations, and disciplinary action
• Comprehensive claims examination or case management experience, to include billing and payment determination, in a high-volume, fast-paced, criminal justice and/or human services environment
• Experience with law enforcement investigation practices and procedures
• Experience gathering information, preparing reports, and maintaining records
• Experience communicating with a diverse group of professionals and clients
• Experience developing and implementing policies and procedures

Additional Considerations

• Working knowledge of the Code of Virginia sections relating to the Criminal Injuries Compensation Fund, medical terminology, Virginia criminal justice processes, and/or law enforcement investigation practices and procedures preferred
• Experience working with crime victims or working with individuals in crisis situations preferred
• Experience delivering presentations and training to diverse groups of stakeholders preferred

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Contact Information

Name: Amy Habel

Phone: 804-205-3571

Email: HR.recruiting@workcomp.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.