Client Services Representative

• Review and analyze documents, claim forms, supporting materials, and contract-related information
• Respond to complex inquiries from customers and clients
• Follow standard protocols, procedures, and instructions from Project Managers and Supervisors
• Apply feedback quickly and accurately to meet project expectations
• Work collaboratively with internal teams, project managers, supervisors, and business partners
• Monitor claims and correspondence work to ensure procedures are followed and project goals are met
• Assist supervisors and project managers in resolving issues that arise
• Identify errors, monitor the overall health of the case, and help create solutions
• Support quality assurance, deadlines, deliverables, and client-focused project outcomes

Client Services Project Lawyer

• Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals
• Collaborate with Client Service management team to set goals and develop strategic plans for the department
• Ensure high quality service delivery across all client touchpoints
• Support resolution of complex client issues and complaints in a professional manner
• Track, analyze and actively manage service performance metrics
• Identify areas for optimization and implement changes to enhance efficiency and effectiveness
• Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency
• Support transformation initiatives, foster a culture that embraces change

Director, Client Service

• Accountable for ensuring client retention and satisfaction by efficiently addressing all service requests and inquiries.
• Initiates outreach to clients as needed to provide exceptional service, ensuring adherence to company policies and regulatory requirements.
• Independently handles loan servicing requests, including advances, pay-downs, statement and bill copies, billing issues, insurance, escrows, flood insurance, and related items, ensuring accurate and timely processing.
• Manages the onboarding of new clients by opening and processing all types of account products and services.
• Serves as the primary point of contact for client servicing, maintaining comprehensive knowledge of the relationship; issues, collects, and reviews required deposit account documents and disclosures via DocuSign or in-person collection.
• Ensures all documents are uploaded in the system within the specified timeframe for account opening, in line with CNB P&P.
• Coordinates with Electronic Banking and Treasury Management on onboarding status, completion of forms, implementation, or necessary training.
• Completes customer profiles/CIP, Bizchex-Chexsystem, ownership information, and account profiles, performing list checks, OFAC & Google searches.
• Sets up and maintains analysis composites to ensure accurate data representation, collaborates with cross-functional teams to integrate necessary account information, and ensures that all client data is properly linked and balanced for analysis and reporting.
• Handles Domestic & International Wire Transfers, Internal Transfers, Stop Payments, Cashier’s Checks, Debit Cards, in line with CNB P&P.
• Responsible for ensuring Regulatory Excellence: Decision Making or collecting proper approvals and enter decisions on overdrafts in EIM (within their authorized limits).

Senior Client Services Specialist

• Acts as the main point of contact for assigned clients
• Responsible for monitoring and assisting with the implementation and execution of client marketing campaigns after an account is sold
• Provide regular database maintenance to ensure CRM accuracy and the ability to pull data quickly
• Collaborate with internal teams to fulfill client requests and campaigns accurately and in a timely manner
• Investigate and resolve client concerns
• Communicate professionally, accurately, clearly, and courteously with clients and internal teams
• Maintain a high level of client retention year-over-year
• Conduct regularly scheduled reporting calls with each client to deliver campaign performance data in an easy-to-understand format
• Keep accurate records of all client correspondence in our CRM system (currently ClickUp)
• Assist the internal team with the communication of strategy for each assigned account (PPC, SEO, Marketing Automation, Social Media, Website Development, Mass Media, etc.)

Full Time – Client Services Account Manager

• Collaborate with sales partner to follow through on their initial business development efforts and solidify partnership with the new client.
• Collaborate with internal MSH colleagues to manage the end-to-end lifecycle of the sales process & delivery commitments.
• Continuously expand MSH footprint and service offerings into newly acquired and existing partnerships.
• Become a business partner to our customers by staying informed of emerging market trends and technology knowledge, and providing solutions that position them for successful project completion.
• Participate in the full-life cycle recruitment including role definition, strategic candidate sourcing, understanding market trends, offer development and negotiation presentation, and onboarding of candidates.
• Evaluate competencies, background, technical skills, and culture fit of each individual.
• Work with the MSH India Intelligence Team for market research and candidate sourcing.
• Create innovative ways to reach out to potential candidates and market candidates to clients.
• Understand micro & macro market trends and build sourcing and engagement strategies.
• Manage the candidate experience through empathy, transparency, and a deep understanding of our candidates' hopes and desires.
• Participate in all continuous training initiatives, prioritizing your personal and professional development.

Client Services Manager

• Stakeholder Engagement: Independently lead and facilitate meetings with clients, external partners and internal teams to drive collaboration and resolve operational challenges.
• Communicate the Zelis Payer experience vision to clients and teams, ensuring alignment with organizational goals.
• Guide clients toward optimal product configuration, collaborate to align on delivery timelines and manage each interaction with a solution and service-oriented mindset.
• Serve as a technical expert, offering specialized guidance and solutions to enhance Payer Experience.
• Maintain comprehensive knowledge of Zelis offerings, production fulfillment processes, healthcare enrollment procedures, and payment optimization strategies.
• Apply technical troubleshooting skills to resolve complex issues involving client mapping and data ingestion.
• Advocate for clients across all Zelis departments, assisting with technical aspects of payments and related business needs.
• Deliver training sessions, as needed, to support client success.
• Independently manage daily casework, ensuring timely resolution and continuous progress on long-term milestones across multiple client projects.
• Oversee and update project milestones to support ongoing client success.
• Communicate proactively and thoroughly with Payers, managing the overall service experience.
• Collaborate with cross-functional teams internally and externally to design, develop, test, and deploy client change requests.
• Analyze complex data sets and business rules to deliver actionable insights that support client objectives.
• Ensure accurate translation of complex data into client-facing materials, demonstrating deep expertise in healthcare industry practices, claims communications, payment processing, and ID card production.

Client Service Specialist

• Provide day-to-day leadership and oversight of the CSSG team’s operational workload, ensuring tasks are prioritized and completed accurately within defined deadlines.
• Act as a senior escalation point for operational issues, exceptions, and high-priority items.
• Perform and review senior-level operational tasks, including approvals, quality checks, and exception handling.
• Create, review, and maintain lender and counterparty records, ensuring accuracy and completeness across internal systems.
• Oversee the setup and maintenance of Standard Settlement Instructions (SSI), including callback validation in line with GLAS procedures.
• Support payment and notice readiness by validating required inputs and identifying and escalating issues.
• Manage and review onboarding support activities for lenders, borrowers, and other counterparties, including documentation quality checks.
• Support the completion and review of audit confirmations and operational reviews within CSSG’s scope.
• Ensure appropriate documentation, evidence, and audit trails are maintained in line with internal controls.
• Provide coaching, guidance, and informal people leadership to junior team members, contributing to skills development and consistent standards.
• Work closely with Client Services, Transaction Management, and other internal stakeholders to ensure smooth execution and effective collaboration.

Assistant Vice President – Client Service Support

• Organize and lead regular team standup meetings to prioritize client needs and remove obstacles to timely project delivery.
• Contribute to the recruitment, interview, and onboarding process for new team members by evaluating candidates’ technical expertise and their ability to thrive in a fast-paced, dynamic environment.
• Provide technical guidance to Client Support Associates and Client Support Specialists, fostering professional growth and ensuring high performance.
• Lead or assist with escalated client requests, ensuring full resolution and client satisfaction.
• Serve as escalation point for client cases and promptly inform Operations Manager of any issues.
• Troubleshoot and resolve production issues for ID cards, enrollment materials, checks, payments, and Explanation of Benefits (EOB) communications using advanced technical knowledge.
• Act as a technical subject matter expert to support product development initiatives, including user interface enhancements, design sessions, and testing.
• Collaborate with IT teams, internal and external, to support custom software integrations and implementation processes.
• Draft precise, technically detailed requirements for IT regarding client-driven data modifications.
• Analyze highly complex data sets and business rules to deliver actionable insights that support client objectives.
• Collaborate with other Team Leads and Operations Managers to identify workflow improvements and drive knowledge-building initiatives.
• Partner with cross-functional teams to align technical solutions with business goals.
• Coordinate with Tier 2 technical operations for product development and deployment.
• Represent Zelis during client visits and training sessions, providing technical expertise in client-facing engagements.
• Lead client-facing technical projects, ensuring timely delivery and alignment with client expectations.
• Navigate risk, timeline and technical issues directly with the client, ensuring a service and solution-oriented approach is always at the forefront.
• Offer strategic solutions to optimize project outcomes and proactively resolve obstacles through education and collaboration.
• Lead internal Zelis initiatives and special projects as needed.
• Lead efforts to mitigate incidents affecting multiple Payers and communicate progress and impact to stakeholders.
• Identify and communicate potential barriers, proposing immediate and long-term solutions for technical changes.
• Ensure documentation and reporting of technical processes, project status, and client feedback.
• Identify improvement opportunities, and drive continuous improvement efforts in service delivery, client satisfaction, and technical processes.

Client Service Team Lead

• The successful candidate will be the main point of contact for all operational queries for that hedge fund client base.
• Responsible for providing high service level operational client support for high focus Prime Brokerage clients as well as supporting the team manager in project work and ad-hoc requests assigned to the team.
• The primary role will incorporate all aspects of Equity and Fixed Income Prime Brokerage operational client service – covering trade handling, free cash movements, fails management and client account queries.

Prime Brokerage Client Service Representative, AVP

• Leads and manages an Account Executive team responsible for building strong personal and collaborative partnerships
• Executes retention and grow the book strategy for a book of business
• Provides oversight, training, and direction to the account team
• Ensures consistent service to constituents by monitoring performance measures
• Attracts, selects, and retains high-caliber, diverse talent.
• Develops, motivates, evaluates, and coaches staff on work procedures
• Continually looks for opportunities to increase customer/broker satisfaction and team efficiency
• Assists with the organization of all activities related to product training and development seminars

Client Service Director

• Lead the client service and operations function supporting advisors, recordkeepers, retirement plan sponsors, and enterprise wealth partners.
• Own the full post-sale lifecycle, including onboarding, implementation, adoption tracking, and ongoing value delivery.
• Develop scalable service models, governance standards, and operating playbooks.
• Monitor client adoption and satisfaction metrics to improve retention and growth.
• Oversee end-to-end operational workflows supporting managed accounts and advice across retirement and wealth clients and platforms.
• Drive process improvement and automation to increase efficiency and scalability.
• Own monthly and quarterly billing cycles, ensuring accurate fee application and fiduciary compliance.
• Oversee reconciliation, reporting, audit readiness, and revenue accuracy.
• Lead cross-functional initiatives tied to partner implementations and product enhancements.
• Build and develop a high-performing Client Service and Operations team.

Director of Client Service and Operations

• 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.
• Documents enhancements to processes to ensure scalability.
• 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.

• Handle inbound client contacts across phone, email, and chat
• Monitor live call center queues and maintain service level expectations
• Coach agents in real time and assist with escalations
• Conduct quality audits and track KPIs for the Supervisor of Support
• Maintain SOPs and support onboarding of new team members

Client Support Team Lead

• To manage accounts of multiple client service programs or single large national program; to maintain client, client broker and key vendor relationships; and to manage program procedures and processes that impact customer satisfaction ensuring consistency in process within the account as well as client retention.
• Performs client renewal and Client Service Instruction preparation for assigned clients.
• Coordinates pricing and completes location coding parameters; prepares and distributes stewardship and other reports.
• Coordinates client invoicing, audits and accounts receivable follow-up for assigned clients.
• Educates the client on loss data - drivers of cost impacting assigned programs.
• Coordinate project activity.
• Acts as primary client contact with focus on maintaining and improving overall customer satisfaction.
• Identifies issues that impact customer satisfaction.
• Identifies and solicits cross selling opportunities.
• Coordinates client contracts.

• Support employer group clients and brokers by researching and answering inquiries via email and phone.
• Process updates to plan participants and benefits at the request of employer group clients, brokers, and senior members of the internal Navia team.
• Plan and attend meetings/calls with clients and brokers as needed, including regular recurring meetings.
• Assist with resolving escalated client and broker issues with direction and support from a senior team member.
• Understand and facilitate all aspects of the annual plan renewal process.
• Assist in creating new plan year forms and documents, complete renewal related tasks and tracking, and discuss rate changes with clients and brokers.
• Understand other Navia internal departments’ functions and processes at a high level and work with those departments to resolve client questions/issues as needed.
• Understand the file import process and the various types of files that clients send.
• Interpret Navia’s file specs and troubleshoot file issues.
• Audit client plans as needed.
• Assist with projects and tasks for team and department as necessary.
• Contribute to ongoing team analysis of procedures, aiming to streamline and automate processes and build efficiency.
• Meet department and team performance expectations.

Client Services Associate

• The Manager of Fleet Client Services will lead and provide directions for the scheduling team to optimize work volumes and staffing levels, ensuring operational efficiency and excellent customer service.
• Responsible for managing and growing a portfolio of Fleet Maintenance clients in a high-volume market, potentially encompassing multiple small to medium markets within an assigned geographic territory.
• Acts as a manager-level escalation point for complex customer issues.
• Build and maintain client relationships and ensure exceptional customer experience.
• Evaluate growth opportunities by client needs and market trends, assess business options to address those needs and make recommendations to leader.

Manager, Fleet Client Services

• Assist Financial Advisors in servicing clients including preparing financial plans, conducting investment research and completing client trades and transactions
• Receive and place orders as directed from Financial Advisor and assigned clients
• Reply to queries regarding general market information such as quotes and news, as well as trading and order features such as GTC expiration dates and settlement
• Process corporate actions where a license is warranted, such as tender offers, optional dividends and the exercise of warrants and rights
• Schedule and confirm client appointments, enter data in SalesForce, create meeting agendas and summaries
• Prepare/coordinate marking events and perform general administrative functions such as answer and return calls, manage the expense report process, prepare routine client correspondence and perform maintenance of client records
• Manage the financial advisor's calendar to maximize the appointments' productivity by minimizing travel time and anticipating the time frame required for presentation and answering of questions
• Maximize sales opportunities by contacting potential investment clients based on internal and bank leads
• Provide operational guidance to Financial Advisors ranging from systems navigation to document fulfillment
• Ensure new business paperwork is accurately successfully submitted
• Mitigate risk through appropriate authentication standards
• Maintain a professional environment and create a positive impression
• Submit and process certain operational requests as instructed by the Financial Advisor and/or client
• Work in coordination with the Financial Advisor to ensure certain reports are reviewed and addressed
• May assist with physical branch location needs, such as opening, closing, general requests for maintenance or service

Brokerage Registered Client Service Associate

• Assist Financial Advisors in servicing clients
• Receive and place orders as directed
• Process corporate actions where a license is warranted
• Schedule and confirm client appointments
• Manage the financial advisor's calendar
• Maximize sales opportunities
• Provide operational guidance to Financial Advisors
• Ensure new business paperwork is accurately submitted
• Mitigate risk through appropriate authentication standards
• Maintain a professional environment
• Submit and process certain operational requests
• Work in coordination with the Financial Advisor

• Provide technical direction and oversight across scrum teams within a program
• Collaborate with Program Architects and Application architects to promote innovation, reusability, stability, scalability, and consistency across programs
• Assist with initial proof of concepts and template builds
• Provide ongoing technical oversight and mentoring across scrum teams
• Participate as an individual contributor on scrum teams, especially for complex design and development tasks
• Research new technologies and tools to stay abreast of current technologies, and introduce new opportunities for innovation
• Coach and mentor technical staff

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