Client Services Representative

• Troubleshoot and resolve managed services break/fix support issues at the senior level within the given SLA’s, helping clients to minimize their business disruptions.
• Review inbound cases
• Actively follow-up on and track updates on work from clients and internally
• Ensure progression of activities and communicate status
• Escalate issues as needed
• Understand requirements for enhancement requests, author FDD documents and document requirements and Dynamics solution in Azure Dev Ops (ADO)/Client Care ticketing system
• Provide solution training to clients and internal team members
• Maintain comprehensive documentation of support cases, resolutions, customizations, facilitating knowledge sharing within the team and with client.
• Ensure all cases are updated and status communicated
• Coordinate with other internal teams to maintain broad view of overall customer efforts and initiatives
• Lead client Status calls weekly to share updates and align on priority
• Assist in project delivery work as required
• Manage clients' implementations and environments, including
• Routine Microsoft one-version update coordination
• Code deployment oversight
• Responsible for delivering specific dedicated internal strategic initiatives – including process design, documentation, resource planning, sales activities, and status reporting
• Complete quarterly Client Care initiatives
• Keep up to date with the latest D365 F&SC updates, patches, and emerging features, and make recommendations for system improvements and enhancements to clients
• Mentor associate team members
• Should be open to work in different shifts (time zones) as needed

Senior D365 Supply Chain Functional Consultant – Client Services

• Assign visits to nurses and home support workers based on local geography and client needs
• Manage daily tasks, including receiving and processing client referrals and updates
• Respond to phone inquiries from clients, doctors, service providers, and other agencies
• Handle scheduling by managing advanced plans and making daily adjustments due to sick calls, client cancellations, and new client admissions
• Work closely with team members and management to ensure adequate staffing levels each day
• Support clients, nurses, and home support workers to ensure they receive high-quality care
• Adapt to a fast-paced environment with changing priorities while meeting daily and weekly scheduling deadlines
• Protect confidential information about clients, colleagues, suppliers, and VON's operations
• Perform other duties as assigned

Client Service Associate – Planning & Scheduling

• Conduct case assessments, contacting the employee and their direct leader by telephone to explain the disability management process and gather information for assessment purposes
• Develop and document an understanding of the situation and the factors supporting as well as inhibiting a successful return to work for the employee
• Provide any of the following interventions: more in-depth assessment, medical management interventions, initiation and coordination of occupational and/or psychological interventions, utilization of specialized resources or consultations etc
• Determine an appropriate return-to-work (RTW) goal with the employee and the employer, provide active support for the RTW planning process between the employee and their supervisor and intervene when necessary
• Communicate proactively with the employer’s Human Resources representative regarding any case management issues that may impact the workplace and RTW planning
• Manage the transition to long term disability (LTD) and provide medical and summary case management information to the LTD insurer to ensure a seamless transition
• Accountability and responsibility for assigned case load in managing required tasks and relationships with stakeholders
• Attend Case Management and Disability Management department team meetings
• Attend client meetings
• Partnering with client stakeholders on their reporting needs, initiating report set-up and managing ongoing changes as the customer’s needs evolve
• Identifies opportunities for process improvement for the benefit of individual programs and the broader absence management department and taking action as appropriate
• Proving consultation and guidance on HR and industry best practice while partnering with client stakeholders to develop communication and training plans
• Facilitating regular discussion with the client stakeholders on the program experience
• Monthly billing reviews and approvals
• Contract renewals and processing
• Maintaining client documentation
• Other projects and tasks as assigned

Client Services Manager, Bilingual

• Provide consistent administrative, analytical and service support to our ITS Trust Officers and Private Trust Manager
• Maintain client profile and account-specific documents as well as client contact routines for all clients
• Ensure accurate, organized and efficient service to external clients and internal colleagues
• Efficiently handle and promptly respond to all incoming calls, questions and requests
• Support the Private Trust ITS business by continually improving professional knowledge and keeping current on trends and developments
• Work autonomously and provide specialized skills and expertise in a moderate to high complexity environment

Private Trust Client Service Associate – Indigenous Trust

• Establish professional relationships with clients and other key internal/external parties as required
• Drive strategic communication with clients and negotiate service level agreements (SLA)
• Understand and communicate clients’ requests with various Citco business functions, operational and support teams to promote effective internal communication
• Develop a broad understanding of Citco business lines and associated product/service propositions
• Understand the industry and regulatory environment and be sensitive to industry change and business trends, identifying new areas of growth
• Participate and assist with RFP documentation completion and facilitate presentation and demos to prospective clients
• Strong knowledge of multi-asset portfolios inclusive of fund investments.
• Good grasp of Citco’s various techology platforms or the ability to learn quickly.
• Familiar with duties and workflow of the various functional groups that is involved with providing administration to a multi-asset portfolio
• Identify opportunities to expand existing relationship by cross-selling additional Citco products/services; Drive the coordination of new client integrations and existing client launches
• Participate and lead projects in connection with the continuing evolution of the business
• Monitor and manage client SLAs and operational deliverables
• Review client profitability & accounts receivables and address negative trends
• Work closely with the Operations team to identify opportunities for process improvements and system development with the aim of minimizing operational risk and improving efficiencies
• Review risk logs and support, co-ordinate and communicate incident resolution as necessary
• Lead operational due diligence reviews and client visits
• Compile periodic board reports, Key Performance Indicators (KPIs) and scorecards for clients; Carry out periodic risk assessments and peer reviews of clients
• Actively maintain client status, commentary and client updates in internal CRM tools
• Provide training and supervision to Managers on the Client Services team.

Vice President, Client Services – Institutional Services

• Assist with the set-up of employer group benefits plans
• Responsible for assisting with the day-to-day administrative duties for the Employee Benefits Department
• Communicate with Clients, Employees and Carriers
• Provide customer service support to Consultants, Clients, and Employees
• Attend Client meetings
• Draft Employee communications
• Write/prepare marketing reports and other reports as needed
• Conduct Employee meetings and presentations in person and/or virtual
• Create Client and/or Employee presentations
• Review contracts, booklets, and amendments
• Prepare market specifications, summarize, and analyze quotations
• Provide benefit solutions and alternatives to consultants
• Prepare benefit costing alternatives
• Undertake cost share analysis reviews
• Peer review other team members’ work

Client Service Specialist

• Work in partnership with your Project Lead to receive & understand requests from clients across a variety of sectors and industries, quickly grasping the current context of requests
• Pro-actively search for, and identify, excellent experts globally, using our proprietary technologies & platform, alongside using a variety of other search methods like emailing, calling, our AI platform and utilizing LinkedIn.**
• Act as a consultant by figuring out the type of expert your clients will need to speak with to fulfill their project
• Act as your own project manager by handling multiple client requests while connecting with and vetting a variety of experts each day
• Share the expert you’ve chosen to your client by understanding what the client is fully looking for and ensuring those needs are met

Client Services Associate

• Answer all incoming telephone calls to secure residential sales and schedule services
• Ensure Route Managers data entry work is completed
• Solve residential account issues
• Manage customer files and ensure filing is current
• Schedule Route Managers one-time work and home services
• Ensure follow-up calls guarantee customer satisfaction
• Complete month-end reports
• Check missing tag reports
• Support Branch staff as directed by Manager

Client Care Specialist

• Assist Consultants with all aspects of servicing group and individual accounts
• Maintain accurate renewal calendar
• Communicate renewal timelines to Account Executives
• Process documentation: renewals, proposals, claims history, customer correspondence
• Maintain electronic and paper client/carrier files
• Ensure accuracy of policy documentation from insurers
• Contact clients regarding renewals and claims
• Provide policy and coverage information to clients upon request
• Attend occasional client meetings with Consultants
• Create marketing materials and presentations for Consultants
• Act as liaison between Consultants and Corporate clients

Client Service Representative – Employee Benefits

• Lead Client Engagements as the main point of contact for pharmacy clients
• Optimize Kroll Utilization by implementing best practices
• Drive Service Excellence by delivering outstanding service to clients
• Provide Strategic Insights by gathering customer insights
• Innovate and Implement solutions enhancing pharmacy operations
• Empower Pharmacy Teams with advanced support
• Collaborate Cross-Functionally with internal teams to deliver results

Client Service Manager II – Pharmacy Solutions

• Management of Team Leaders and project managers under supervision
• Manage team workload and assignment flow to PMs
• Help manage client relationships for the team’s client accounts
• Actively monitor and update management team with key performance indicator data
• Identify, seek, and provide training for team members
• Proactively communicate with internal and external clients regarding team milestones
• Allocate manageable goals based on team needs
• Provide timely performance assessments and feedback to foster growth
• Reward and recognize performance as appropriate
• Communicate department and company strategy to teams
• Share knowledge and best practices within Client Services
• Contributing improvements to existing processes

Client Services Manager

• Uphold the highest level of Customer Service by being flexible, attentive, reliable and responsive with all partners and customers
• Invest in developing effective working relationships with clients, and agents, and work collaboratively with the National Operations Lead to address complex or sensitive partner issues
• Provide direct supervision, mentorship, and performance oversight for Relationship Managers
• Conduct regular check-ins and 1:1s to monitor individual performance, offer coaching, and support professional development
• Proactively address employee engagement concerns, escalating to the National Operations Lead where appropriate
• Document all relevant aspects of decisions, communications, and interactions in a timely way
• Maintain data integrity in all of our organization databases
• Participating in various departmental meeting
• Travel from time to time.

Program Lead – Client Services, Team Leadership

• Own the post-sales technical relationship with enterprise customers
• Lead a team of Support Specialists and provide mentorship
• Manage incoming client issues and ensure SLAs are met
• Conduct deep-dive technical investigations and debugging
• Serve as primary technical contact for enterprise clients

Client Support Lead

• Join our growing Client Service team and play a key role in delivering a differentiated servicing experience for strategic, high value clients.
• Act as the primary point of contact for a dedicated client portfolio, coordinate and collaborate with partners to resolve servicing requests and deepen client relationships.
• Deliver an exceptional pro-active client experience by responding promptly and accurately to requests, prioritizing the client’s needs and taking ownership to resolve requests on the first contact.
• Partner with the CRT and Operations teams to offer expert advice, coordinate complex and effective integrated service solutions, addressing client concerns with a long-term perspective.
• Record and resolve customer complaints in a timely manner, identifying root causes and providing effective solutions.
• Balance competing demands and prioritize tasks to meet stakeholder requirements, escalating issues that may impact client experience or RBC standards, including policy, compliance, and reputational risk.
• Conduct regular Client Service Reviews to enhance product utilization and identify new opportunities.

Bilingual Senior Client Service Advisor, Trade

• Answering inquiries, resolving service issues, and managing client challenges and complaints
• Updating customer account information, inventory management, change management
• Acting as the liaison between clients and internal departments (Sales, Technology, Project Management, Operations)
• Recording details of changes, incidents and client interactions in various internal tracking systems
• Maintaining up-to-date knowledge of products or services to provide accurate information
• Troubleshooting issues and mitigating conflicts to maintain positive client relationships and swift incident resolution

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