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

• Manage relationships for a portfolio of small to mid-tier small and medium-sized business accounts to support client satisfaction, retention, and growth.
• Resolve simple client inquiries directly and coordinate with internal teams to facilitate resolution of moderate to complex issues.
• Educate clients on products, reporting, self-service tools, and relevant industry information to support effective platform use.
• Monitor account health, review portfolio performance, and create customized business reviews that illustrate financial performance, card volume trends, and industry comparisons.
• Maintain accurate and current client records, including contract details, communication logs, and product matrices.
• Identify opportunities to increase penetration of products and services across multi-product client environments.
• Communicate clearly with clients regarding pricing models, funding, compression management, and issue resolution status.

Client Support Tier 2 – Senior Associate

• handling medium to large projects for a Line of Business that may be regional or national in scope
• recommending policy and procedural changes and developing measurement criteria and project plans
• working with senior management to evaluate current methods and develop strategies to implement change and improvements
• leading and managing Fraud Servicing initiatives
• serving as primary contact within the Fraud servicing organization
• preparing documentation for tracking, monitoring, and escalation of initiatives or risk related issues to management
• gathering and organizing data to monitor and test effectiveness of key initiatives

Operations Project Consultant – Consumer Client Services, Fraud Servicing

• Responsible for gathering information and risk management recommendations for renewals.
• Manages all policy activity aspects of assigned accounts including endorsements and invoicing.
• Presents new business and renewal risks to the insurance marketplace for quoting.
• Maintains a concern for timeliness and completeness when interacting with clients and partners.
• Responsible for developing a deep understanding of assigned accounts and placement strategy.

Senior Client Service Specialist, Commercial Risk – Insurance Advisory Solutions

• Implements highly complex solutions in support of performance plan objectives to resolve issues and risks, optimize efficiency, reduce variability, and improve controls, effectiveness, quality, and sustainability
• Oversees partnerships with support organizations and Line of Business (LOB) partners to gather information needed to support the implementation of solutions that resolve critical business challenges and opportunities
• Integrates process design best practices and applies business redesign concepts to ensure continuous process improvement tactics are in alignment with long-term strategic goals
• Manages change by establishing appropriate governance routines to inspect the health of programs and project portfolios aligned to a unit or division within an LOB
• Ensures Enterprise Change Management policies and standards are applied and adopted to change initiatives in partnership with LOB stakeholders
• Understands information associated with the process in accordance with the Process Management – Enterprise Policy.
• Understands applicable laws, rules, regulations, and policies relevant to the process.
• Serves as main point of contact with FLU/CF leaders and stakeholders, managing objectives and expectations and conducting business reviews.
• Understands customers’ needs and expectations; collects customer feedback and responds appropriately.
• Identifies and manages standardized risks inherent in the process or where the process is designed to mitigate risk, ensuring controls are missing or inadequate.
• Identifies controls designed to reduce the inherent risk of process failure and anticipates outcomes; assesses process and control performance, remediates deficiencies in processes or controls, and measures the effectiveness of each control.

Process Design Manager – Client Services

• Oversee the strategy, planning, and execution of a large, direct mail fundraising program, guiding work from initial concept through production, analysis, and long-term optimization.
• Partner closely with internal teams across Creative, Analytics, and Production to ensure campaigns are thoughtful, integrated, and delivering strong results.
• Serve as a primary client partner, building deep relationships, advising on strategy and performance, and helping navigate complex decisions around budgets, creative direction, and program growth.
• Lead and mentor a team of fundraising professionals, fostering a collaborative, high-performing environment and supporting their ongoing development.

Vice President of Client Service – Direct Response Fundraising

• Prepares premium allocations.
• Prepares and updates draft renewal proposals.
• Prepares documents for presenting risks to market.
• Assists client service teams in the preparation of presentation materials.
• Analyzes and summarizes complex data and compiles reports without supervision.
• Processes complex audits and completes audit worksheets.
• Reviews contract requirements for complex cert requests.
• Trains and mentors other Analysts.
• Completes special projects as assigned.

Senior Client Service Specialist, Commercial Risk

• Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Performs monitoring and testing of controls, identifying issues and control improvements for remediation
• Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
• Manages the performance and productivity of team members that conduct quality inspection reviews
• Ensures timely execution of QA activities including control execution, case management, and results reporting
• Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews
• Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting
• Builds and maintains strong, long‑term relationships with segment partners by understanding their goals, challenges, and business needs
• Conducts regular check‑ins, business reviews, and strategic conversations to ensure segment partners are fully supported
• Serves as the escalation point for emerging risk identification and work cross‑functionally to resolve issues quickly and effectively
• Partners with internal teams to help build cross functional and horizontal views of impacts.
• Uses complaints, performance data, and industry trends to anticipate needs and recommend solutions
• Ability to influence and assist the business to meet its needs and documentation requirements for change management.

Business Control Manager – Client Services

• Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Performs monitoring and testing of controls, identifying issues and control improvements for remediation
• Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
• Manages the performance and productivity of team members that conduct quality inspection reviews
• Ensures timely execution of QA activities including control execution, case management, and results reporting
• Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews
• Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting
• Provides end-to-end oversight of the Small Business & Vehicle Client Services issues portfolio, as well as audit/assessment/exam management, monitoring each item through its full lifecycle to ensure accurate root cause analysis, effective action plans, and timely, compliant remediation
• Serves as the primary point of contact for the Business Controls team within the segment, responsible for maintaining a strong and sustainable risk and control environment
• Directs internal inspections, audits, regulatory exams, and control testing activities while partnering closely with Small Business & Vehicle Client Services and Client Services Business Controls leaders to manage a comprehensive risk portfolio.
• Applies subject matter expertise to promote early identification of risks, appropriate escalation, and durable mitigation strategies
• Supports impact assessments, evaluates control effectiveness, and advises on improvements that strengthen operational and compliance performance.
• Synthesizes and communicates portfolio health, testing results, emerging risks, and inspection readiness
• Provides strategic and operational leadership that ensures the segment operates in a manner that is safe, compliant, and aligned with regulatory and enterprise expectations.

• Partner with assigned Client Manager(s) to maintain and grow existing business and ensures positive account relationships are maintained.
• Assist in the preparation of benefit design analysis for specialized proposals and quotes.
• Runs financial reports or performs basic financial analysis on utilization data and market research and analysis.
• Analyze operational business problems and provide problem resolution and effect change to all facets of the company.
• Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner.

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