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

• Responsible for a customer-facing, service relationship with clients, maintaining a high level of engagement around service delivery, issue resolution, and healthcare initiatives unique to clients
• Intake, manage, track and resolve inquiries, issues, and escalations raised by client representatives, agents/consultants
• Monitor channels for inquiry intake, documenting and managing client representative concerns
• Arranges and facilitates all meetings to review the service plan and client specific issues
• Reviews the status of the deliverables with the internal teams involved
• Escalate high-priority or high-risk issues to Client Success Lead as needed
• Develop relationships with clients to understand their goals, processes, procedures and systems to provide support for the relationship with Blue Cross NC
• Provides plan/benefit administration support to client
• Coordinates the required corrective action as identified via data and root cause analysis
• Delivers client specific reporting, including reporting related to service issues and network disruption
• Identifies opportunities to control segment and book of business administrative or medical expense

Client Service Advisor – Sales Delivery Expert

• Leading implementation of operational changes
• Managing efficiency initiatives
• Partnering to review reporting and resolve challenges
• Building relationships across teams
• Supporting new business opportunities with operational insights

Director, Client Service Operations

• Maintain administrative functions for CVAS operations while ensuring that company policies and guidelines are interpreted correctly and followed
• Process bid requests & agreements via email, client portals, etc.
• Deliver completed reports to clients through e-mail and/or various portals
• Create and submit retainer invoices
• Check the CVAS database for prior work experience

Administrator

• Review and analyze client data weekly for trends, issues and additional opportunities for freight cost savings.
• Review open client requests.
• Check status and ensure progress towards request closure and client satisfaction.
• Review carrier performance, as well as, an assigned client’s satisfaction with carrier performance.
• Interdepartmental Communication at all levels both internally & externally for process improvements & client requests.
• Conduct monthly client reviews.
• Review company tools and services available to assigned clients.
• The document which tools are being utilized, the client’s satisfaction with the tools and demonstrate newer tools that the client may not be utilizing, where applicable.
• Attempt to engage the client on new services (organic revenue growth) and/or offer additional cost savings opportunities through cost analysis, if applicable.
• Create case studies highlighting the client's use of Transportation Insight’s products/services for marketing and retention purposes.
• Cost minimization: Review opportunities for an assigned client to transition to more cost attractive solutions, as well as, investigate additional ways in which a client may reduce their operational cost (while maintaining an equivalent or higher level of service).
• Provide training and direction to Logistics Analyst personnel

Account Manager, Client Services

• 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

• 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

• 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

• 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

• Prepare client reporting, including cash value reports, death benefit reports, 101(j) reporting, and imputed income reporting with advanced Excel skills
• Support the administration of Nonqualified Deferred Compensation Plans, including fund allocation changes, distributions, and deferrals
• Support enrollment setup and testing, and assist with initiating death claim processes with carriers
• Calculate life and disability benefits for executives based on compensation structures and plan design
• Request quotes, submit applications, and peer review policy documents for executive benefit programs
• Generate premium invoices for Split Dollar/COLI plans and audit premium confirmations
• Prepare benefit statements using Excel and mail merge; develop client rollout communications and fee billing consent emails
• Manage project assignments such as benchmarking data compilation and Net Promoter Score surveys

Client Services Analyst

• Prepare or perform technical review of financial statements in accordance with US GAAP, Statutory, or IFRS
• Ensure all financial aspects of the client are efficiently managed
• Possess technical ability to discuss regulatory updates with clients
• Establish and maintain good working relationships with clients, prospects, client teams, other service providers, regulators and colleagues
• Manage financial audit process with the auditors with strict adherence to client deadlines and regulatory reporting
• Perform and execute review of financial statements

Client Service Manager – Captives

• Services clients, drives best practices, and improves client outcomes through excellent customer service and operational excellence
• Serves as the primary administrative point of contact and advocate for assigned institutions
• Develops holistic plan management routines that help identify plan efficiency opportunities
• Proactively brings data driven insights to integrated team and institutional clients
• Responds to customers' inquiries and manage issues that arise with specific products and services
• Deepens relationships with plan sponsors, HR partners, and internal support teams
• Works with business partners to implement business plans and structured communication process and activities that deliver on business goals
• Partners with CSM I in pooled model to ensure specific administrative and operational activities are managed for institutional clients

Client Services Manager II

• 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.

Client Services Manager – Retirement

• Act as a key point of contact for EaaS clients, ensuring their expectations are clearly understood, communicated internally, and consistently met or exceeded.
• Build and maintain strong relationships to foster long-term client satisfaction and loyalty.
• Proactively identify client needs and opportunities, advocating for client priorities across internal teams.
• Translate client feedback into actionable insights and ensure consistent communication and follow-through across departments.
• Facilitate regular internal reviews of client accounts to ensure alignment on deliverables and expectations.
• Establish and reinforce best practices for client interaction, communication, and service delivery.
• Mentor emerging leaders and team members on relationship management and service excellence.
• Contribute to overall business development and client growth strategies.
• Define and track key performance metrics for client satisfaction, retention, and expansion.
• Support proposal development, client success story development, and strategic planning for new opportunities.

Client Services Partner

• Assist with underwriting analysis related to multifamily property management engagements
• Analyze internal and third-party real estate data to evaluate market conditions, operating benchmarks, and financial trends
• Support development of underwriting assumptions used in financial models and client deliverables
• Build, update, and review Excel-based financial and analytical models
• Collaborate with Business Development and Regional Operations teams to create comprehensive, client-facing underwriting packages
• Support ad hoc research, reporting, and analytical projects for the Multifamily Client Services team

EIC Intern, Client Services, Multifamily

• Maintains client files and ensures accurate account information
• Processes policy change requests
• Follows up on policy change requests/endorsements, checks endorsements for accuracy, processes completed endorsement and prepares for delivery
• Orders renewal policies, verifies them against proposals, and processes them in the Agency Management System
• Enters and rates policies in carrier websites and orders new policies as needed
• Issues standard certificates of insurance, auto ID cards and other forms for policy holders
• Prepares policy cancellation/lost policy release forms and sends to clients
• Follows up on policy cancellations as needed
• Order motor vehicle reports “MVRs” and loss runs as directed
• Reviews and processes mail
• Acts as a backup for office phone calls and walk-in traffic as needed
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience
• Performs other projects, duties, and tasks, as assigned.

Client Service Specialist – Personal Lines

• Act as a key point of contact for EaaS clients.
• Build and maintain strong relationships to foster long-term client satisfaction and loyalty.
• Proactively identify client needs and opportunities.
• Translate client feedback into actionable insights.
• Facilitate regular internal reviews of client accounts.
• Establish and reinforce best practices for client interaction and service delivery.

• Responsible for the management and support of a team of Strategic Account Managers and Account Managers
• Deliver client retention and growth
• Drive team engagement through development and support
• Ensure efficient cost to serve through ongoing continuous improvement
• Career development of the team including Individual Development Plans, Succession Planning, and overall HR support.
• Manage account team to oversee projects and customer relationships with existing accounts
• Cultivate internal cross-functional relationships with members of other departments and locations
• Assist the team with the facilitation of programs and communications to gather requirements from customers
• Manage against annual operating budgets to include organic growth and retention targets
• Develop and implement procedures and processes pertinent to the effective and efficient operations of the Client Services department
• Maintain direct communication with key customer relationships to ensure adherence to commitments
• Effectively coach teams to achieve high performance and drive employee engagement and retention.
• Provide feedback and identify resolutions for service failures or customer concerns.
• Review and audit monthly reports in order to understand and communicate results.
• Recommend new strategies to enhance client retention and organic growth.

• A successful Client Services Trainer will be professional, positive, empathetic, knowledgeable, and passionate about developing exceptional employees.
• This role is responsible for delivering both classroom-style and hands-on service training for new hires, gap training as needed, and supporting the onboarding process for new employees and teams transitioning from partner TPAs.
• Designing, managing, and maintaining all Navia training materials, ensuring alignment with legal requirements and industry best practices.
• Facilitating engaging and effective training sessions that support employee development and service excellence.
• Conducting quality assurance reviews of phone calls, emails, and other processes assigned to new hires during training.
• Collaborating with leadership to identify training needs and continuously improve the onboarding experience.

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