Client Services Representative

• Complete assigned Shared Services tasks accurately and within defined SLA by following documented processes step by step, ensuring the submitting team can depend on consistent, error-free output.
• Identify and communicate ticket ambiguity before starting work, asking clear, specific questions that resolve scope uncertainty without requiring back-and-forth escalation.
• Escalate tasks that fall outside defined Shared Services scope promptly and with sufficient context, so the submitting team can redirect efficiently without delay.
• Document completed work in a way that supports quality review, providing a clear record of what was done and flagging anything that appeared inconsistent or unclear in the source material.
• Follow defined processes without shortcuts or improvisation, flagging process documentation gaps when a step doesn't match actual system behavior.
• Build working familiarity with the Selerix platform across assigned task types, developing broad knowledge that prepares team members for specialized roles over time.
• Participate in training for new task types as they transfer into Shared Services scope.
• Share learnings about task types, platform behavior, and common errors with teammates.

Client Services Specialist

• Provide operational, administrative, and analytical support for client care programs
• Maintain service standards and monitor performance metrics
• Coordinate training initiatives
• Assist with reporting and quality assurance activities
• Support customer service initiatives and improvement projects
• Interact with North American veterinary clinics and pet parents by phone and email

Client Care Operations Specialist

• Supervise the daily performance of Project Attorneys to ensure a high level of productivity
• Monitor daily employee performance in relations to accepted call quality standards
• Listen to and grade select phone calls utilizing a standard Quality Assurance Scorecard
• Maintain proficient understanding of company policies and procedures
• Analyze team needs based upon predetermined business plan
• Ensure team is adhering to their schedule
• Act as a liaison between the Project Attorneys, Project Managers, and Client Services management
• Support customers and claimants directly through phone interactions

Client Services Supervisor

• Maintain and strengthen relationships with assigned strategic client(s), ensuring alignment on goals, performance expectations, and deliverables
• Ensure daily execution of all client commitments, including operational performance, service delivery, and contractual obligations
• Drive client satisfaction, retention, and expansion by identifying growth opportunities aligned with client strategic objectives
• Lead account strategy, including development and execution of client account plans focused on revenue growth, operational excellence, and long-term partnership value
• Monitor account performance, proactively identify risks or issues, and implement solutions to ensure consistent delivery and client success
• Partner with cross-functional leaders and Directors to support account management, client reviews, and business development initiatives including RFPs and renegotiations
• Oversee financial performance of client accounts, including budgeting, forecasting, and ensuring alignment with company financial goals
• Ensure operational practices and processes are standardized, compliant, and aligned with company directives and regulatory requirements, particularly within heavily regulated industries
• Lead, develop, and manage high-performing teams, including hiring, performance management, coaching, and succession planning
• Establish productivity metrics and ensure optimal resource utilization to achieve business and client objectives
• Represent Client Services in cross-functional initiatives and strategic projects
• Drive continuous improvement initiatives to enhance operational effectiveness and client outcomes

Senior Director, Client Services

• Responsible for overall client relations, operational effectiveness, revenue generation & client retention
• Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of client satisfaction and retention
• Accountable for the achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation, and other success factors
• Proactively supports the development of client relationships and attends meetings & reviews as required
• In partnership with the Directors, establish and maintain long–term relationships with clients at a global strategic level
• Identifies and implements process improvement for operational effectiveness
• Creates an environment for success through regular communication forums
• Works closely with the Clients to assess any concerns about the planned program and associated business objectives
• Performs Client performance analysis and develops optimization plans with Operations

Vice President – Client Services

• Serve as primary point of client contact and coordinates program delivery
• Provide input to develop corporate and business unit strategies for account
• In conjunction with senior management help set client expectations in a professional and effective manner,
• Support day-to-day activities for the client program
• Manage client satisfaction and achievement of client specific KPI’s
• Collaborate with other team members to resolve client issues, problems or concerns on a timely and cost-effective basis
• Proactively use business experience and skills to identify new opportunities to enhance or extend relationship with client by providing additional solutions or services
• Assist in management of program profitability and performance metrics. Includes budgeting, forecasting, monitoring actuals, pricing/packaging of new offerings, accounts receivable management, invoice preparation and Service Level Agreements
• Suggest modifications to internal processes as needed for financial control
• Ability to work in a team environment and matrix organization and work remotely from team
• Help ensure that operational procedures are in place
• Participate in development and integration of Technology Solutions
• Serve as the client liaison for security to ensure appropriate customer access to client utilized systems and solution components
• Help establish high-level plans for software upgrades, migrations, and implementations

Director of Client Services

• 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

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