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

• Remains externally focused while serving as primary contact for assigned clients, commercial branch contacts, agents and brokers on all issues related to the client's service relationship with CNA.
• Provides technical, administrative, process, and marketing expertise.
• Builds and maintains business relationships with clients, agents and brokers in support of new business, retention and cross-sell goals.
• Collaborates with underwriting to determine claim service renewals at profitable rates through understanding of client's business, organization, service requirements/standards and goals.
• Leads development, delivery and evaluation of client service goals
• Develops innovative new products and services based on client input and profitability goals.

Client Services Manager – National Accounts

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Client Service Associate

• Main point of contact for clients regarding routing, student information, school schedules
• Manage compliance and scheduled trips with drivers
• Generate and review reports on trip counts and billing concerns
• Build and maintain client relationships

Client Services Representative II

• 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

• Serve as a primary point of contact for clients and institutional partners utilizing Nasdaq indexes and related products, ensuring their expectations and service benchmarks are consistently met.
• Act as a technical liaison between clients and internal teams to analyze, troubleshoot, and resolve production issues in a timely and effective manner.
• Partner with clients and partners to define business and system requirements, developing streamlined processes that enhance the overall client experience.
• Identify and escalate unresolved support issues, contributing to root-cause analysis and resolution on behalf of the business.
• Synthesize and communicate client feedback and requirements to leadership, helping to shape and improve Nasdaq's index product offerings.

Senior Index Client Services Analyst

• Assist with various client requests for additional information on invoices
• Ensure proper administration of internal write-off policies
• Monitor e-billed invoices deductions and assist with helping to reduce deductions
• Maintain accurate files of attempts to contact clients and records of discussions
• Assist with the cleanup of unallocated receipts and short paid invoices
• Process write-offs for identified accounts
• Build relationships with attorneys to identify clients that can be contacted for paying outstanding balances
• Perform tasks at a high level with customer service being top priority
• Research and resolve invoice inquiries/issues
• Place direct phone calls and emails to customers that are past due
• Provide copies of past due invoices and recapping invoices when necessary
• Update comments in Aderant system
• Assist with payment posting, client refunds and fund reallocations
• Research payment allocations and unidentified payments

Client Services Specialist

• Act as the liaison for Vanguard Workplace clients
• Partner with Client Services, Implementation Services, Operations, Trust Services, Participant Services
• Coordinate resolution of processing and administrative issues
• Communicate issues related to daily plan administration
• Analyze operational issues and identify trends
• Recommend strategic plan and workflow changes

Client Service Representative I

• 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

• Leads the development and execution of claim service strategies
• Serves as primary contact for assigned clients, commercial branch contacts, agents and brokers
• Provides technical, administrative, process, and marketing expertise
• Builds and maintains business relationships with clients, agents and brokers
• Collaborates with underwriting to determine claim service renewals at profitable rates
• Develops innovative new products and services based on client input
• Serves as a knowledgeable resource to both internal and external customers

Senior Client Services Manager – National Accounts

• Partners with Relationship Managers in the execution of client service needs for all clients.
• Acts as liaison between all affected internal departments to coordinate and lead the resolution of processing and administrative issues.
• Communicates issues related to daily plan administration to all affected internal and external parties.
• Acts as point of contact for the relationship by working with outside vendors and all appropriate parties.
• Coordinates special processing events by working with clients and internal departments to ensure accurate processing of special events.
• Works directly with clients on operational issues, service adoption and plan enhancements.
• Adheres to all internal policies, procedures and guidelines in the handling of processing and administrative issues.
• Anticipates client needs and works directly with clients on operational issues, service adoptions and plan enhancements.
• Analyzes operational issues and collaborates with clients and internal departments to identify trends and eliminate errors that impact processing and daily administration.
• Works in partnership with all affected internal departments to ensure the highest quality service and compliance with ERISA, in accordance with Vanguard’s policies and procedures, and clients’ plan provisions and workflows.
• Actively participates in or leads Vanguard Unmatchable Excellence (VUE) initiatives, including continued focus on VUE related activities, such as metrics tracking and reporting, proactively seeks new ways to exceed VUE dashboard goals and provides suggestions for improvement.
• Independently evaluates client relationship to recommend strategic plan and workflow changes to streamline operational efficiencies, resulting in the highest quality of service.
• Provides mentoring for less tenured Client Relationship Administrators.
• Initiates development of new services through project teams. Participates and leads special projects and other duties as assigned.
• Establishes and communicates detailed procedures with all impacted internal and external areas for the on-going administration of plans.
• Participates in special projects and performs other duties as assigned.

Senior Client Service 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

• 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

• Provide technical direction and oversight across scrum teams within a program
• Collaborate with Program Architects and Application architects to promote innovation, reusability, stability, scalability, and consistency across programs
• Assist with initial proof of concepts and template builds
• Provide ongoing technical oversight and mentoring across scrum teams
• Participate as an individual contributor on scrum teams, especially for complex design and development tasks
• Research new technologies and tools to stay abreast of current technologies, and introduce new opportunities for innovation
• Coach and mentor technical staff

Client Services and Sales Application Architect

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Consistently provide a high level of consultative client service while communicating and coordinating with clients and partners to address issues, provide necessary research and deliver creative solutions to your clients.
• Demonstrate a detailed knowledge of retirement plans and the Ascensus business.
• Coach and mentor others in all aspects of retirement plan and client relations factoring in the needs of the client and Ascensus to arrive at appropriate solutions.
• Successfully monitor and follow-up on assigned items; includes determining required action for resolution of client issues, documenting and implementing solutions as appropriate.
• Provide clients and advisors clear and concise communication regarding services, execution and resolution throughout the service cycle.
• Establish and maintain strong working relationships with dedicated clients and financial professionals and provide updates on product and plan initiatives.
• Participates in the management of vendor relationships on behalf of clients and partner.
• Deliver client retention by anticipating client’s needs, recommending changes or actions, in conjunction with the Relationship manager.
• Achieve individual and team goals for service levels, growth and retention for assigned book of business.
• Identify and document systematically “opportunity plans” working with Relationship Manager on a strategy to mitigate risk.
• Executing strategic plan to ensure retention and satisfaction of client and financial professional’s book of business.
• Achieve service level goals, retention and organic growth goals established for each financial partner by assessing opportunities in assigned book of business.
• Responsible for proactive communication with the client and partners regarding all components of service delivery. Solicit and share feedback with appropriate internal resources.
• Manage day to day schedule for self and team according to client needs and needs of the business.
• Apply industry knowledge to all facets of retirement operations and service.
• Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Assess client objectives, needs and behaviors to suggest plan, product or functionality changes to improve results for our clients.
• Educate client regarding plan features, product capabilities or Ascensus functionality and process.
• Develop ideas for improvement and provide feedback/solutions to plan sponsor and financial professional to minimize risk and improve process.
• Support peers and Manager(s) by handling escalated items/calls from clients. Responsible for oversight and resolution of the escalated item.
• Coach and mentor team members and provide feedback to the team manager for performance improvement purposes.
• Develop and maintain strong internal relationships across departments and locations.
• Act in the role as the subject matter expert on specific topics as needed. Responsible for developing materials, training and assisting others across departments in these areas.
• Perform other duties and participate in or lead special projects as assigned.

Senior Retirement Service Consultant, 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

• Work closely with sales, service and operations partners to manage existing accounts
• Ensure successful service experience, product enhancements, and plan retention
• Provide consultative advice and support to clients and financial professionals
• Promote plan retention via ownership, troubleshooting and problem resolution
• Develop strong working relationships with daily client contacts
• Act as an internal advocate for clients coordinating with various departments
• Cross-sell revenue opportunities and develop communication strategies
• Conduct outreach activities to build/strengthen existing relationships
• Maintain proficiency with partner products and compliance aspects

Client Relationship Manager, Retirement

• Assist with various client requests for additional information on invoices
• Ensure proper administration of internal write-off policies
• Monitor e-billed invoices deductions and assist with helping to reduce deductions
• Maintain accurate files of attempts to contact clients and records of discussions
• Assist with the cleanup of unallocated receipts and short paid invoices
• Work with clients to reconcile any accounting discrepancies
• Process write-offs for identified accounts
• Build relationships with attorneys to identify clients that can be contacted for paying outstanding balances
• Perform tasks at a high level with customer service being top priority
• Research and resolve invoice inquiries/issues
• Place direct phone calls and emails to clients that are past due
• Provide copies of past due invoices and recapping invoices when necessary
• Update comments in Aderant system
• Assist with payment posting, client refunds and fund reallocations
• Research payment allocations and unidentified payments

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