Navia Benefit Solutions, Inc.

Client Services Representative

• Oversees a team of Client Service Managers to ensure efficiency and high-quality service, including hiring, training, and supervising team members to create high performing teams.
• Provides ongoing and consistent feedback to develop skills and improve performance, including Quality Assurance processes and regular coaching sessions to improve Client Satisfaction.
• Handles client inquiries, complaints, and feedback to improve service standards, acting as a point of escalation for clients/brokers and internal Navia teams.
• Proactively maintains close relationships with clients and brokers, educating them on opportunities to further develop the partnership to address client challenges.
• Accountable for hitting goals and targets by evaluating performance, conducting reviews, handling promotions or disciplinary action.
• Reports team performance and action plans to improve based on gaps identified in data analysis.
• Communicates priorities and updates to the team through regular team and individual meetings, acting as a change champion for the department.
• Reports technical issues, identifies opportunities for process improvements, and contributes ideas for enhancing efficiency and effectiveness.
• Collaborate with partners cross-functionally to ensure a seamless and cohesive experience for clients.
• Ensures adherence to industry regulations and company policies, including audit plan setups, payroll deduction reporting, change in status, eligibility and renewals as needed.

Client Services Team Manager

• Act as the primary owner of day‑to‑day client relationships.
• Develop a deep understanding of each client’s business needs, requirements, and benefit strategy.
• Manage client expectations through proactive, transparent communication.
• Simultaneously manage a diverse portfolio of clients varying in size, scope, and services.
• Represent Navia at client benefit fairs to educate participants on plan features and benefits.
• Ensure completion and documentation of all items on each client’s service schedule.
• Provide timely project updates, deliverables, timelines, and issue‑resolution details.
• Escalate complex client issues to appropriate internal team members.
• Support client invoicing by reviewing work‑in‑progress reports and associate time/billing entries.
• Manage annual benefits open enrollment processes for assigned clients.
• Lead implementation of new clients and services onto Navia’s platforms.
• Manage the creation, review, and negotiation of service agreements and renewals.
• Document and manage client change orders and new work processes.
• Educate and train clients on system usage; lead system demos and webinars.
• Provide guidance on plan design, system functionality, and compliance considerations.
• Train internal associates on client benefit plans, systems, and processes.
• Identify and implement process improvements to ensure efficient service delivery.
• Ensure all client documentation is current in internal systems.

Client Services Associate

Client Services Manager

Engineering Manager

• Lead and manage multiple scrum teams (data engineering and platform integrations), setting goals, collaborating closely with Product and QE peers, and coaching engineering excellence.
• Architect, design, and deliver production ready data pipelines (batch and streaming) and data models that consolidate core sources into reliable, reusable datasets.
• Develop and optimize ETL/ELT using SQL and Python ; author, review, and tune stored procedures and queries on primary SQL platforms.
• Apply AI assisted development to accelerate coding, generate tests, improve documentation, and detect anomalies; embed automated quality checks and observability.
• Define integration patterns and standards; oversee API development and platform integration practices across services and partners.
• Govern and enhance the iPaaS footprint (e.g., Boomi) and EDI flows; ensure reliability, traceability, and compliance with operational controls.
• Establish and manage the external API gateway capability with appropriate authentication, authorization, rate limiting, logging, and lifecycle management.
• Implement orchestration, version control, and CI/CD for data and integration of assets; promote reusable templates, code conventions, and infrastructure as code.
• Define data contracts, lineage, and schema evolution practices; enforce SLAs and SLOs for data product availability, freshness, and quality.
• Drive performance tuning on SQL workloads and cost-efficient storage strategies; monitor reliability and capacity across environments.
• Partner with Security and Governance to enforce access controls , encryption, privacy, and auditability; remediate findings proactively.
• Lead root cause analysis of complex incidents; prioritize and retire technical debt , improve resiliency, and prevent recurrence through design changes.
• Collaborate with Product and business stakeholders to translate requirements into scalable solutions, shared metrics, and well documented interfaces.
• Provide technical reviews and mentoring; align database design, pipelines, APIs, and platform choices with Navia’s architecture standards.
• Other duties as assigned.

Client Services Team Manager

Client Services Associate

Client Services Manager

Data Engineering Manager