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

• Leads, manages, and oversees underwriting and service operations delivering outsourced insurance solutions on behalf of multiple carrier partners across commercial and personal lines of business.
• Provides strategic and operational leadership to underwriting and call center teams with a strong focus on underwriting excellence, profitability, and execution accuracy.
• Responsible for managing carrier relationships, operational performance, and financial outcomes, including accountability for P&L performance, underwriting quality, and achievement of contractual service standards.
• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.

Director, Underwriting – Client Services, P&C

• Directs and profitably manages all aspects of underwriting and call center operations to meet established standards.
• Develops and maintains positive, professional and constructive relationships with carrier partners.
• Leads the underwriting and servicing team members in the execution of our business strategy by developing workflows, processes and procedures that align with client and business goals.
• Coaches direct reports through regular feedback to provide effective supervision and handling of team member issues including performance, discipline, separation and completion of 30-60-90 Annual performance evaluations, in a timely manner.
• Carries out a performance enhancement culture by developing team members for wider roles and responsibilities to foster professional growth and development.
• Possesses a clear understanding of multiple carrier underwriting guidelines and maintains an in-depth knowledge of all tools and models used.
• Receives and resolves escalated problems as needed for underwriting and service operations.
• Works with senior leadership and executives to establish unit goals and budgets, with full accountability for variance measurement and execution on a monthly, quarterly and annual basis.
• Partners with Human Resources to hire, train and develop a high-performance service center team.
• Assists the senior management team with the implementation of new program management companies and internal functions.
• Directly supervises more than two (2) employees in the Call Center and underwriting operations.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems.
• Directs and profitably manages underwriting and call center operations, ensuring alignment with carrier underwriting standards, service-level agreements, and organizational financial objectives.
• Maintains ownership of operational P&L performance, including expense management, productivity optimization, revenue attainment, and margin improvement initiatives.
• Provides underwriting leadership across commercial and personal lines by ensuring accurate risk selection, disciplined decision-making, and adherence to carrier underwriting guidelines and authority levels.
• Develops and enforces underwriting quality control procedures designed to minimize errors, reduce rework, and improve first-pass accuracy.
• Partners with internal and carrier audit teams to ensure transparency, accountability, and continuous improvement in underwriting execution.

• 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

• Serves as first point of contact for service to clients
• Onboards new clients and processes client information
• Monitors asset transfers and available cash for investment
• Reviews corporate action items and client alerts
• Prepares financial reports for client meetings
• Inputs orders and rebalances portfolios for financial advisors

Registered Client Service Associate

• 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 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

• As part of the Consumer Client Servicing team, the Lead Specialist is responsible for responding to internal and external loan servicing requests while performing maintenance, research, reporting, and transaction processing for Non‑Real Estate Secured Loans, Lines of Credit, and Auto Loans.
• Monitor assigned work queues and inboxes throughout the day, ensuring all daily tasks are completed timely and accurately within departmental Service Level Agreements.
• Process monetary and non‑monetary transactions, including client requests, interdepartmental requests, and project-related activities, using automated posting applications to ensure accounts balance appropriately.
• Perform account maintenance accurately while meeting department productivity and quality goals.
• Balance accounts at the end of the day; research and resolve discrepancies by partnering with Accounting or Balance & Control teams and posting corrective entries as needed.
• Conduct basic to complex research using multiple banking systems and applications, bringing requests to a logical conclusion and executing appropriate remedial actions.
• Communicate research results and resolutions to requesters in an effective and timely manner.
• Perform careful and timely review of reports to identify potential customer impact issues, ensure system integrity, and take appropriate corrective action.
• Provide world‑class customer service to internal and external customers, maintaining professionalism and adherence to Key values.
• Assist other team members with daily workload to support timely completion of team assignments.
• Identify issues or problems and escalate appropriately to management.
• Actively seek opportunities to improve process efficiency, quality, and the overall client experience; communicate ideas to effect meaningful change.
• Review, update, and support team procedures as needed.
• Actively pursue self‑development to better support the team and future advancement.
• Meet goals as stated and perform other duties as assigned, including overtime as required by business needs.

Lead Specialist – NonRE Consumer Client Services

• Champion Cardinal Health Client Engineering and Modern Workplaces
• Demonstrates advanced knowledge of automation and scripting methodologies within area of technology concentration
• Designs, implements, and coordinates Cardinal Health M&A processes
• Scope out and design future state of Client Engineering space
• Work closely with leadership and technical leads on implementing new solutions in Client Engineering
• Demonstrates knowledge of business processes, systems engineering, operations research, and engineering aspects
• Demonstrates knowledge of technology concentration implemented within a large-scale enterprise environment
• Analyze system operating efficiencies, capacity and recommends measures to improve performance and cost effectiveness
• Lead onboarding of new technologies; lead RFPs and POCs of technical solutions in Client Engineering space.
• Focus on Solution Development for Client Engineering space; seek out issues and work with adjoining technical teams on solutions.
• Lead stakeholder calls with supporting teams (Service Center, Tier 2, Networking, etc)
• Lead merger and acquisition activities
• Lead escalation activities and drives case resolution and process improvement
• Work with Tier 1 and Tier 2 support to deliver solutions to technical issues
• Design strategies to improve application availability, performance, and overall system health
• Diagnose and resolve complex application issues
• Perform root cause analysis and implement long term fixes for reoccurring issues; do not just fix the issue
• Design strategies to improve end user experience through technical means, working with Tier 1 and Tier 2 to outline issues
• Applies expert knowledge and a thorough understanding of concepts, principles, and technical capabilities to perform varied tasks and projects
• Contribute to the development of policies and procedures
• Provide third level escalation support to technical support teams

Senior Engineer, IT Client Services

• 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

• 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.

Client Services Trainer

• Own daily operations of the assigned Client Support team, including ticket flow, queue management, prioritization, scheduling, and shift coverage
• Ensure services are delivered consistently in accordance with established processes, SLAs, and standards
• Monitor and manage escalation workflows with proper documentation and routing
• Oversee dispatch effectiveness in partnership with Client Support Coordinators
• Own service performance metrics, including SLA attainment, ticket aging and backlog health, first-contact resolution, reopened ticket rates, and client satisfaction (CSAT)
• Provide reporting and operational insights, identifying trends, risks, and corrective actions
• Manage Client Support Coordinators, Supervisors (where applicable), and Analysts
• Conduct regular team meetings and 1:1s
• Set clear expectations for performance, professionalism, and adherence to process
• Lead hiring, onboarding, performance reviews, compensation recommendations, and disciplinary actions
• Drive career development planning and visibility into growth paths
• Identify skill gaps and coordinate training and certification opportunities
• Foster a culture of accountability, collaboration, and client-centered service
• Own the client experience across the assigned team
• Serve as the operational escalation point for service delivery issues
• De-escalate client situations, communicate accountability, and restore confidence
• Participate in client meetings for operational reviews and escalations
• Use data to guide staffing decisions and workflow improvements
• Identify opportunities to reduce inefficiencies and improve client experience
• Enforce and maintain service delivery processes and standards within the PSA
• Monitor team utilization and workload balance
• Partner with leadership on contract-level profitability and corrective actions
• Coordinate with Support Escalation teams for effective ticket handoffs
• Partner with Project Delivery on client onboarding transitions
• Collaborate with Infrastructure & Security Operations on cross-functional issues
• Work with other Client Support Managers to align standards and share best practices

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Client Services Project Lawyer

Director, Underwriting – Client Services, P&C

Director, Underwriting – Client Services, P&C

Administrator

Registered Client Service Associate

Client Services – Team Manager

Client Services Manager

Client Services Associate

Lead Specialist – NonRE Consumer Client Services

Senior Engineer, IT Client Services

Client Services Manager – Retirement

Client Services Trainer

Client Support Manager