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

• Functioning as the primary, daily contact between Wealth Management, Trust, Banking, or Investment clients and U.S. Bank
• Handling day-to-day client calls and transactions and problem resolution
• Escalating items beyond specified authority to the assigned Private Wealth Management Advisor or respective specialist
• Identifying potential problems, compliance issues, or fraud to maximize client satisfaction
• Developing working knowledge of assigned area and accounts through frequent client contact and execution of standard departmental procedures

Client Services Associate

• Lead end-to-end research design and delivery for complex media effectiveness studies, including methodology selection, survey design, and analytical approach
• Translate client business objectives into rigorous, insight-driven research frameworks that inform media strategy and decision-making
• Synthesize complex data into clear, compelling narratives that explain performance drivers and deliver actionable recommendations
• Serve as a trusted advisor to senior client stakeholders, guiding measurement strategy and campaign learning agendas
• Apply deep expertise in cross-platform media measurement (e.g., brand lift, attribution, audience insights across digital, CTV, and linear)
• Oversee quality, rigor, and consistency across all research outputs, establishing best practices and elevating team standards
• Mentor and develop team members, strengthening research, analytical, and storytelling capabilities across levels
• Partner cross-functionally (e.g., product, data science, operations) to deliver integrated, high-quality solutions
• Support account growth by identifying new research opportunities and contributing to proposals and client development

Director, Client Service

• Elevate service standards in every interaction - walk into any conversation with the knowledge and context to support our customers.
• Proactively address technical inquiries and challenges, serving as a trusted advisor on Ansarada’s suite of products.
• Onboard and educate new users through personalised guidance and training on the Ansarada platform.
• Identify opportunities for customer expansion and upsell — with AI surfacing the right signals at the right time.

• Serve as a core member of the United States & Canadian Markets Operations Leadership Team
• Lead the Enablement Partner Support team and provide operational support for Discover network participants including issuers, acquirers and processors
• Deliver operational readiness, improve our operating model and enhance partner support
• Establish and sustain a well managed operating environment and deliver impactful results

Director, Client Support

• Serve as a core member of the United States & Canadian Markets Operations Leadership Team
• Lead and manage the strategic priorities for our most critical operations vendors
• Deliver operational readiness, improve our operating model and enhance partner support
• Establish and sustain a well managed operating environment and deliver impactful results

Senior Director, Client Support

• 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

• Lead and inspire a service team to deliver exceptional client service
• Help team members find creative and efficient solutions
• Coach producers and account executives on developing and maintaining productive working relationships with service team members
• Drive consistent execution of our client service platform
• Play a key role in setting team goals, supporting projects to improve operations, and fostering a collaborative and innovative team environment

Client Services Manager – Employee Health & Benefits

• To be responsible for the administrative, managerial and client relationships associated with Client Services within the assigned area.
• Ensures contract compliance with company guidelines within an assigned area.
• Handles financials including accounts receivable, invoicing and pricing support within an assigned area.
• Responsible for client knowledge including threatened status and relationship with the company.
• Handles renewal process timely; negotiates new contracts within an assigned area.
• Responsible for business planning and budgeting within an assigned area.
• Plans for staffing needs including succession, bench-strength, and new business within an assigned area.
• Supports client relationships; builds executive relationships; supports internal relationships.
• Supports business development.

AVP Client Services

• This role will focus on our largest and most complex strategic customers
• Have a high degree of customer interaction - cultivating, owning and managing client relationships at all levels in the organization
• Functions as the trusted customer advisor
• Responsible for the Health and retention of the account
• Accountable for account revenue growth, expanding products and service offering and alternate revenue streams
• Oversee Strategic Relationship staff who manage multi-channel communication projects on behalf of major customer accounts
• Sets direction and priorities for RRD's service team
• Lead efforts relating to strategic initiatives including continuous support model improvements and compliance to achieve contractual targets and related performance metrics
• Extensive collaboration with Customers, RRD stakeholders and external print and service providers
• Respond to customer requests and inquiries regarding current and future work
• Resolve issues that may arise during production of customer products
• Keep leadership and sales team informed of customer project status, progress, issues, enhancements and modifications as required
• Maintain accurate, complete, up-to-date standard operating procedures, in addition to detailed account history
• Assist in the implementation and execution of products and services
• Consult with Customers to understand business issues and goals, and works with customer to develop improved solutions to business needs
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities
• Maintain up to date knowledge of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to Sales Representatives

Manager – Client Services, Direct Mail Focus

• Execution of Client Service Support Account Managers, Producers, Account Executives, and other internal department members
• Processes plan changes, as needed or requested by the client
• Builds personalized client relationships
• Leverages insurance knowledge and communication skills to explain coverage terms
• Manages time effectively to prioritize workload

Senior Client Service Representative, Employee Benefits

• Responsible for the account management activities during and after the sale to enable the Sales Representatives to focus on selling activities
• Respond to customer requests and inquiries regarding current and future work
• Resolve issues that may arise during production of customer products.
• Keep leadership and sales team informed of customer project status, progress, issues, enhancements and modifications as required
• Maintain accurate, complete, up-to-date standard operating procedures, in addition to detailed account history
• Assist in the implementation and execution of products and services
• Consult with Customers to understand business issues and goals, and works with customer to develop improved solutions to business needs
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities
• Work with Sales Representative, Sales Management and Leadership in identifying customer needs and opportunities to secure new business.
• Maintain up to date knowledge of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to Sales Representatives
• May be involved in specific customer projects as assigned by sales management
• Performs other related duties and participates in special projects as assigned
• Primary agent of problem resolution and Customer Service enhancement.
• Work with Customer to manage their print and communication needs
• Partner with Customer to ensure all goals and objectives are met on a project-by-project basis.
• Assist, maintain and manage specifications, quoting process and order entry
• Assist and/or guide staff in the development of custom printing projects: including size, material, and print recommendations and researching new idea element
• Assist in the facilitation of creating prototypes and development of custom print pieces
• Maintain all Customer compliance procedures and ensure the Customers branding guidelines are met
• Work with vendors to ensure SLA's are met and products are received by the customer on time
• Make recommendations to the customer to move print work to other sites/vendors when issues arise
• Provide monthly reports on spend, internal vs. external source, number of projects.

Manager – Client Services, Retail Focus

• Oversee daily operations of billing, client services, and premium reconciliation team
• Monitor performance measures and recommend corrective actions
• Manage billing associates, including hiring and performance appraisals
• Ensure performance levels are met and recommend action plans
• Handle escalated service issues with customers
• Proactively improve customer experience and performance by reviewing metrics
• Manage multiple projects by assigning resources and implementing schedules
• Review control point audits as part of ICFR processes
• Identify process improvement opportunities within the department

Client Services Manager

• Lead the client service and operations function supporting advisors, recordkeepers, retirement plan sponsors, and enterprise wealth partners.
• Own the full post-sale lifecycle, including onboarding, implementation, adoption tracking, and ongoing value delivery.
• Develop scalable service models, governance standards, and operating playbooks.
• Monitor client adoption and satisfaction metrics to improve retention and growth.
• Oversee end-to-end operational workflows supporting managed accounts and advice across retirement and wealth clients and platforms.
• Drive process improvement and automation to increase efficiency and scalability.
• Own monthly and quarterly billing cycles, ensuring accurate fee application and fiduciary compliance.
• Oversee reconciliation, reporting, audit readiness, and revenue accuracy.
• Lead cross-functional initiatives tied to partner implementations and product enhancements.
• Build and develop a high-performing Client Service and Operations team.

Director of Client Service and Operations

• Provide post sales customer contact for inbound order fulfillment of print and print related services and/or kitting
• Execute print/kitting/distribution orders from customers received through the online systems or through direct contact with the customer
• May serve as lead service professional on behalf of customer and internal RRD stakeholders, participating or leading client meetings or client business reviews
• Provide all necessary support to sales/customer responding to client inquiries and requests received through various communication modes;
• Handle customer concerns/issues as needed in a timely manner (i.e. dispute management, invoice reconciliation, etc)
• Provide proof of delivery, and order status upon request
• Engage internal and external customers to gather job requirements and translate customer requirements into detailed manufacturing/kitting instructions and shipping/postal instructions for disposition of customers standard and complex products
• Lead efforts to provide process documentation, workflows and job aids for internal and external purposes
• May make suggestions regarding workflow/process improvements to proposed jobs to maximize the benefits to both the customer and the company
• Provide quality review of your own work and for other client care staff to ensure all information is accounted for and accurate before commencement of production
• Process orders and change notices (also includes obtaining delivery commitments and special freight quotes) in related systems as required, ensuring job instructions are verified (including pricing and quotes) in the various manufacturing systems
• Perform pricing/generate quotes
• Verify composition or perform copy prep as needed for order processing purposes
• Manage, client inventory item maintenance in applicable systems, producing and analyzing reports
• Coordinate all corrections and/or changes that occur during work-in process through written and/or verbal instructions
• May train and mentor other client care staff members
• Lead Corrective Action process on behalf of sales/customer including investigative root cause and actionable improvements
• May make recommendations to management regarding appropriate response to issues in the best interest of the customer and company
• Data entry responsibilities, setting up new items and managing current inventories
• Act as a communication link between external customer and all internal departments
• Performs other related duties and participates in special projects as assigned

Client Service Professional – Packaging Focus

• 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.

• Manage and develop existing medical communication client accounts
• Achieve the forecast for accounts and identify new business opportunities
• Build and maintain strong client relationships
• Oversee and manage the account team for high-quality deliverables
• Support team members in project proposals and budgets
• Monitor and implement industry best practices
• Leverage understanding of revenue generation and business metrics for profitability

Client Service Director

• 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

• Ensures contract compliance with company guidelines within an assigned area
• Handles financials including accounts receivable, invoicing and pricing support within an assigned area
• Responsible for client knowledge including threatened status and relationship with the company
• Handles renewal process timely; negotiates new contracts within an assigned area
• Responsible for business planning and budgeting within an assigned area
• Plans for staffing needs including succession, bench-strength, and new business within an assigned area
• Supports client relationships; builds executive relationships; supports internal relationships
• Supports business development

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Director, Client Service

Client Services Representative

Director, Client Support

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Client Services Manager – National Accounts

Client Services Manager – Employee Health & Benefits

AVP Client Services

Manager – Client Services, Direct Mail Focus

Senior Client Service Representative, Employee Benefits

Manager – Client Services, Retail Focus

Client Services Manager

Director of Client Service and Operations

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Client Services – Team Manager

Client Services Manager

Client Service Director

Senior Client Services Manager – National Accounts

AVP Client Services – Workforce Absence