Client Services Representative

• Provide operational, administrative, and analytical support for client care programs
• Maintain service standards and monitor performance metrics
• Coordinate training initiatives
• Assist with reporting and quality assurance activities
• Support customer service initiatives and improvement projects
• Interact with North American veterinary clinics and pet parents by phone and email

Client Care Operations Specialist

• Be the primary Fidelity client service contact for Defined Contribution and Workplace Benefits
• Collaborate with a matrixed service team to deliver contractual commitments
• Work closely with specialized operational groups to implement plan provisions
• Generate new points of view, champion bold ideas, and collaborate with Workplace Investing and Fidelity functional business partners
• Identify, surface, and effectively lead resolution of service issues

Senior/Director, Client Service Manager

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity
• Monitor daily employee performance in relations to accepted call quality standards
• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard
• Maintain proficient understanding of company policies and procedures
• Analyze team needs based upon predetermined business plan
• Ensure team is adhering to their schedule
• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management
• Support customers and claimants directly through phone interactions

Client Services Supervisor

• Lead a team of Client Service Managers (CSMs) within Workplace Investing
• Responsible for operational functions for Defined Contribution, Non-Qualified, and Health Savings Accounts
• Measure success through client satisfaction, loyalty, and retention results
• Participate in and lead cross-functional initiatives having significant business impact.

Director, Client Service Operations

• Main operational contact for benefits administrators
• Collaborate with service team and internal partners to deliver on contractual commitments
• Work closely with specialized operational groups to implement plan provisions and problem solve issues
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans
• Manage plan administration to perform to standards and performance guarantees
• Raise and participate in the resolution of service issues appropriately

Client Service Manager

• Provide best-in-class customer experiences for WASH’s business to business clientele
• Interpret and resolve client requests within established SLAs
• Take ownership during client interactions and achieve first-contact resolution outcomes
• Prepare correspondences for internal and external clients
• Calculate and explain client disbursements
• Generate client revenue and portfolio reports
• Interpret and explain contract terms
• Diffuse difficult client interactions and handle escalations
• Liaise with key departments to address a variety of client inquiries
• Achieve and maintain quality assurance standards
• Participate in special projects, as requested

Client Support Associate – Temporary

• Lead, coach, and develop a team of Customer Support Associates and Specialists
• Establish clear performance expectations around response times, case quality, documentation, and client communication
• Monitor and manage KPIs including TTFR, TTR, CSAT, backlog health, and SLA adherence
• Conduct regular 1:1s, performance reviews, and skill development planning
• Create a culture of ownership, urgency, and continuous improvement
• Analyze large datasets across Salesforce (or CRM), WMS, OMS, and reporting tools to identify trends, performance gaps, and operational risks
• Identify inefficiencies in workflows, documentation, and system configurations
• Act as a liaison between Support and internal operational teams

Client Support Manager

• 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

• As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K clients.
• Partner with Managing Directors and Product Management to implement new products, services, and features.
• Work closely will specialized operational groups to implement plan provisions, problem solve issues, and deliver outstanding service.
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
• Manage plan administration to perform to standards and performance guarantees.
• Raise and participate in the resolution of service issues appropriately within the organization.
• Utilize deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management.
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates.

Client Services jobs in Kentucky

See all jobs on JobTailor