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

• Provide prompt, personalized service via phone, email, and follow-up communication.
• Manage RingCentral inbound and outbound calls while maintaining professionalism and call quality.
• Deliver first-call resolution for benefit, reimbursement, billing, COBRA, claims, enrollment, and eligibility inquiries.
• Support members through Qualifying Life Events (QLEs), explaining required documentation and next steps.
• Assist with ID card requests, including research, reorders, and carrier follow-up.
• Handle overage dependent reviews, notifications, and eligibility processing.
• De-escalate emotionally charged situations using empathy, active listening, and clear communication.
• Complete and manage Salesforce Case Types, including: EE-Level Enrollment/Eligibility Cases (member adds, terms, demographic corrections, plan changes, etc.) ER-Level Employer Changes (group demographics, group adds/updates, corrections) ID Card Cases.
• Investigate and resolve benefit, reimbursement, denial, and claims-related questions.
• Own resolution of errors when they occur and ensure transparent communication with members and internal teams.
• Make outbound calls to gather missing information, provide updates, or close open cases.
• Fulfill one-off reporting requests for internal teams, brokers, or employers as needed.
• Maintain client records and document discrepancies or updates accurately.
• Provide general administrative support and contribute to special projects.
• Assist other business units when workload demands or cross-functional needs arise.
• Manage multiple systems in a dual‑monitor environment to support high call volume efficiently.
• Handle user management tasks within assigned systems as directed (e.g., access, updates, troubleshooting).
• Log into phone systems on time and adhere to scheduled breaks and productivity expectations.
• Maintain a distraction-free home workspace with reliable high-speed internet.
• Protect confidentiality and maintain compliance with HIPAA and privacy standards.

Client Services Specialist, Tier 1 Support

• Handle inbound and outbound client contacts across multiple channels (phone, chat, email, sms, social, etc.) in a timely, friendly, and professional manner.
• Assist clients with scheduling appointments, accessing services, and navigating their pet care journey using established protocols.
• Provide compassionate, solution-oriented support to pet owners, ensuring each interaction reflects VCA’s commitment to client experience.
• Resolve basic service-related inquiries and collaborate with team members to ensure seamless service delivery.
• Provide feedback to leadership on tools, scripts, workflows, and processes to improve client experience.
• Identify recurring issues or gaps and suggest enhancements to training, resources, or systems.
• Participate in pilot programs and contribute to process improvement initiatives.

Client Care Specialist

• 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

• Support the Operations department of THE·TEAM’s Team Sports division.
• Scan, file, and track Talent tax forms.
• Prepare expense reports and assist with obtaining receipts as needed.
• Prepare client payment summaries.
• Review contracts and prepare summaries.
• Assist Client Services team with projects as needed.
• Various administration duties as assigned.

Intern, Sports Operations and 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

• 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

• Support the Wealth Advisory Investment Advisory team on a national level.
• Handle client service matters through timely and efficient communication, processing of client paperwork and client requests.
• Ensure client paperwork is in good order and work with operations to correct any not in good order paperwork.
• Manage and resolve routine client questions and service requests.
• Add new features to existing accounts.
• Track account transfers and provide updates to relevant parties.
• Act as Peer Advisors for new CSC team members.

Client Services Coordinator – Wealth Advisory

• Responsible for the management of client-facing specialist teams and providing leadership and direction to strategically manage internal/external client service at an operational level
• Balance and evolve service strategy with a focus on team performance
• Proactively engage with practitioners to ensure that client service is effective and efficient
• Evaluate processes and procedures, orchestrating improvements to client service
• Collaborate with direct report managers and supervisors to proactively identify issues, compliance, risks, and team priorities
• Ensure direct report team needs are correctly prioritized to focus on effective allocation of resources
• Develop matrices to measure, evaluate and report on the effectiveness of the client service teams
• Coach and develop direct report managers and supervisors to achieve client service and operational quality

Director of IP Client Service

• Serve as the designated contact for assigned clients, managing and resolving service inquiries with professionalism and urgency
• Conduct on-camera calls with clients and brokers, maintaining a professional and polished presence while ensuring clear, effective communication and fostering positive engagement
• Apply a consultative and customer-focused approach to address service needs and deliver a positive experience
• Build and maintain strong relationships with client representatives, producers, and brokers
• Deliver consistent, high-quality service by adhering to established processes and industry standards
• Recognize recurring issues and contribute observations and insights to support root cause analysis and improvement
• Collaborate cross-functionally to support resolution of process gaps
• Participate in process improvement initiatives by providing input, feedback, and execution support
• Demonstrate openness to change and support continuous improvement efforts
• Manage multiple priorities effectively in a fast-paced, evolving environment

Senior Client Services Specialist – Group Insurance

• 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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