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

• Managing the follow up maintenance transactions lifecycle from origination until the customer unit is in control/custody of the repair technician
• Timely and accurate documentation and notation in all Cox Fleet systems regarding each customer contact
• Providing excellent customer service for all internal and external customer calls
• Obtain customers approval for all repairs and services to be performed
• Proactively contact customers to schedule preventative maintenance
• Partner and communicate consistently with Field Operations to schedule the right technicians to accounts
• Encourage customers to schedule repairs and maintenance in advance
• Continuously develop and improve company capabilities in Dispatching and Service Scheduling
• Additional duties and special projects as assigned

Fleet Client Services Specialist II

• 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

• 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

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Client Service Associate

• Support the account management teams with various administrative service functions across Personal Insurance, Business Insurance, or Employee Benefits Departments
• Process notices of cancellations, non-renewals, and reinstatements notices
• Collect, complete and update census information
• Review and process applications, binders, endorsements, renewals and new business policies
• Handle billing questions, auto ID cards, requests for insurance verification from customers and mortgage/title/closing agents
• Prepare premium quotations on new business, renewal business, and any policy changes

Account Analyst, Private Client Services

• Identify and convert new business opportunities, by expanding current accounts
• Take responsibility for the strategic direction, growth and development, and delivery standards for a range of accounts
• Build strong client relationships at the highest level, that ensure repeat business with that client
• Maximize the chance of repeat business by meeting with clients, keeping in regular contact and upselling wherever possible
• Attend client meetings individually and with colleagues to ensure Lumanity is recognised for thought leadership, project excellence, and innovation above and beyond our competitors
• Focus on account planning for growth within key current accounts
• Work with the Account teams to plan account development and growth
• Work closely with the Account teams to achieve targets for the account, including increased levels of repeat business year on year
• Be part of a dedicated team to work towards achieving agreed annual targets
• Implement new company procedures
• Seek ways of improving quality and show awareness of need to continually innovate
• Seeks opportunities to innovate, to bring new ideas/services to market
• Actively implement and seek to develop company practices
• Acts as a role model

Client Services Director

• Serve as the primary point of contact for employer groups, brokers, and participants regarding HRA, HSA, and FSA benefits
• Provide timely and professional customer service via phone and email
• Educate clients on benefit plan rules, IRS regulations, and eligibility requirements
• Assist participants with claims, reimbursements, and account transactions
• Process enrollments, contributions, and reimbursement claims in compliance with plan guidelines
• Assist employers in setting up and managing their benefit accounts
• Ensure accuracy of account balances, transactions, and reporting
• Troubleshoot issues related to debit card transactions, account funding, and claims processing
• Stay up to date on IRS regulations and industry best practices related to pre-tax benefit accounts
• Ensure all transactions and account activities comply with HIPAA, ERISA, and IRS guidelines
• Maintain accurate and confidential client and participant records
• Work closely with internal teams to resolve client concerns and improve service delivery
• Assist in onboarding new clients and training employers on using our platform
• Identify and suggest efficiency improvements in account servicing processes

Employee Benefits Client Service Representative

• 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.
• Maintains positive relationships with all site/market customers and internal business leaders.
• Responsible for managing and growing a portfolio of Fleet Maintenance clients.
• Acts as a manager-level escalation point for complex customer issues.
• Responsible for making decisions and managing accounts to ensure they achieve measurable results.

Manager, Fleet Client Services

• 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.

Client Services Manager

• Support day-to-day servicing for an assigned group of institutional clients, partnering with senior team members on more complex matters.
• Assist in the coordination and delivery of client onboarding activities, ensuring tasks are tracked, stakeholders are aligned, and timelines are met.
• Act as a liaison between clients and internal teams (e.g., onboarding, operations, portfolio management, product specialists) to help ensure timely and accurate delivery of client requests such as reporting, price files, invoices, and data.
• Support the preparation of client communications and materials related to servicing updates, onboarding milestones, and operational inquiries.
• Participate in regulatory, platform, and client initiatives as they impact assigned clients, gaining exposure to broader firm priorities.
• Contribute operational input to sales and client retention efforts where appropriate, including support for RFP responses and due-diligence processes.
• Identify opportunities to improve servicing processes, documentation, and data quality to support scalability and risk reduction.

Associate – Client Service

• Support the Client Services and Sales teams with high quality work to ensure client needs and expectations are met
• Handle key responsibilities such as data gathering and management, soliciting quotes from carrier partners, issuing, assisting with the renewal process
• Coordinate and execute client project plans and periodic presentations with service teams and sales partners
• Pull, analyze, and validate benchmark survey data and summarize findings for internal teams and client materials
• Conduct research for client projects, gather vendor information, and prepare presentation materials
• Manage open enrollment communications and other employee-facing materials; review plan documents for design accuracy and discrepancies
• Respond promptly and professionally to client inquiries via phone, email, and other channels

• Be part of a Client Service team for several mid-sized relationships (7-8).
• Assist with pricing models and fee proposals for new funds launches, expanded/additional services and fee restructuring (as needed to maintain appropriate Gross Margin).
• Assist with Business Change Log (BCL) for new clients/funds.
• Update CRM system weekly with business relevant client activities, make necessary updates to client and Citco information.
• Assist with presenting Citco developments, system updates and product enhancements covering Real Assets to clients.
• Be a point of escalation where Fund Accounting, Investor Relations or Ancillary deliverables are at risk of being delivered late or incomplete, manage expectations and communication with client and internal management, confirming the issue, proposed resolution and timeline for closure, ensuring that all parties remain updated until resolved.
• Manage on-going client change requests (CCR). Review request, discuss with Client Service SVP to determine next steps.
• Attend the weekly client service calls.
• Assist with the preparation of quarter service calls with Citco teams and client.
• Assist with client requested DDQ programs, as needed.
• Attend the in-person annual client strategy meeting.
• Relationship Management attending clients to Citco events.
• Provide real estate industry knowledge and expertise to clients, Business Development, Global Relationship Managers and Senior Management teams on sales pitches and client presentations.
• Maintaining strong relationships across Citco Lines of Business (LOB) to ensure cross selling opportunities are reviewed. To the extent clients are a shared LOB client, establish recurring internal meetings to share information and feedback.
• In depth knowledge of full service offering across Ancillary services. Assist with service issues inclusive of billing/revenue.
• Assist with documenting risk events and create actions to quickly solve and recommend risk mitigation steps.
• Monitor and ultimately achieve the ability for clients to be a reference.
• Assist with Annual Budget planning of revenue for existing and new funds.
• Review and sign off on weekly hours recorded by all Citco teams for each client/fund to ensure cost is complete and correct.
• Quarterly gross margin analysis for clients/funds. If margin is not met, assist with a business plan (actions and timeline) to improve results.
• Approve all accrued revenue monthly in corporate system by client/funds.
• Approve billing before release to clients.
• Collection of client/fund accounts receivable and, as appropriate, work with the client to ensure prompt settlement within agreed terms.
• Ensure internal policies are followed including travel, risk, internal controls, corporate governance/policies.
• Work with Citco operations to understand any new or changed policies and procedures.
• Ensure progress is monitored for SOC 1 program. Receive requests for SOC 1 reports and ensure delivery is made to clients (as requested).

Vice President, Client Services – Real Assets

• 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

• Lead and provide directions for the scheduling team to optimize work volumes and staffing levels.
• Ensure operational efficiency and excellent customer service.
• Manage and grow a portfolio of Fleet Maintenance clients in a high-volume market.
• Responsible for client retention and expansion, driving revenue streams for high technician efficiency and client satisfaction.
• Act as a manager-level escalation point for complex customer issues.
• Make decisions and manage accounts to ensure measurable results from the product.

• 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

• Act as a liaison between the registered representatives and their clients.
• Answer phones, schedule appointments, and prepare materials for client meetings.
• Aid registered representatives in preparing client illustrations, graphs, charts, reports, etc. for registered representative presentations and appointment with clients.
• Prepare and complete client paperwork and follow up tasks to support registered representative.
• Spend time with clients on the phone, via virtual visits and in person to ensure client service level needs are met.
• Organize client events and follow up tasks.
• Maintain client records and retention management within corporate requirements.
• Conduct proactive outreach to clients and registered representatives on time sensitive activities (e.g., RMDs, Client’s Quarterly/Annual Reviews).
• Assume ownership of inquiries and requests; communicate with internal Cetera departments to ensure clients’ expectations for timely service delivery are met.
• Educate clients on account services, capabilities, and new technology.
• Complete required corporate training on new technologies and follow implementation guidelines.
• Maintain compliance guidelines, client communication notes in AdviceWorks/SmartWorks and Redtail while following Cetera standards in a timely manner.
• Work with Advisor(s) through weekly meetings to help maintain Advisors Business Plan process, tasks, marketing, and client communication expectations and follow up processes.

• Advise clients on plan design best practices and compliance strategies.
• Lead the process of designing the client plan to optimize the balance of client objectives, participant needs, and regulatory risks.
• Provide scenario modeling and plan analysis to clients on potential plan design changes, funding options, and other analytical requests.
• Provide consulting on plan failures, ensuring corrective actions align with regulatory requirements.
• Maintain strong relationships with clients, advisors, and third-party vendors to ensure seamless plan administration.
• Serve as the primary contact for escalated or plan-level issues, ensuring timely resolution.
• Conduct regular client/advisor meetings to review plan performance and recommend improvements.
• Lead discussions on regulatory updates, ensuring clients remain compliant and informed.
• Own client contracting, billing, benchmarking, and fee adjustments as needed.
• Consult on plan terminations, mergers & acquisitions, and oversee associates to ensure smooth transitions.

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