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

• Support/back up the CSE, Senior CSC and CSC responsibilities
• Create and present data for Strategic Business Plans, VALUE Summaries, and Performance Standard reports
• Investigate/follow-up if Performance Guarantees are not met and present those results to their assigned clients
• Conduct Client training (Client Portal Site, Navi-Claim, etc.)
• Assist with escalated member/Client issues requests
• Identify and present Client opportunities to improve costs, service and health
• Contract maintenance and performance
• Travel to Client sites
• Provide mentoring to the coordinator levels and CSEs
• Other duties as assigned

Senior Client Services Executive – Navitus

• Lead/assist in processing of daily transactions for all cash programs
• Monitor money movements
• Answer any/all investor inquiries expeditiously and accurately
• Coordinate with Sales and the custodian during the client on-boarding process
• Gather information and necessary documents for external audit confirmations
• Perform data entry of bank statements into SCCM’s proprietary system for reconciliation
• Assist with interest rate variance analysis and coordinate with bank team on discrepancies

Client Service Associate

Senior Client Services Executive

• Support clients (employers and employees) during their enrollment process
• Process related paperwork and manage electronic communication
• Accurate data entry using several databases simultaneously while meeting deadlines
• Establish, foster and grow relationships with clients and program contacts including third party organizations
• Understand and stay up to date on program rules, regulations and implementation needs while being able to effectively communicate and explain said rules to external and internal stakeholders
• Act as a communication liaison between the clients and across all Acumens departments, which includes communicating any opportunities and/or issues that may directly impact the client or Acumen
• Accurate day-to-day support to clients which includes receiving, researching and resolving all client inquiries within contractual specific timeframes
• Ensure compliance with all state and federal guidelines including the management of all escalated issues with client families and states within contractual specific timeframes
• Develop strategies to support the growth of existing programs through marketing, education and community outreach to potential recipients and social services organizations
• Work collaboratively with other internal departments in order to ensure all issues are addressed effectively in a verbal and written fashion
• Manage a fluctuating volume of calls and emails
• Provide effective and efficient customer service via calls and/or electronic communication to clients and internal departments
• Working hours as established by the hiring manager, while remaining flexible to work occasional weekends, weeknights and/or holidays to meet the needs of the clients we serve
• Perform other work-related duties as assigned
• ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act

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