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

• Develop a thorough understanding of our business, products and services.
• Consistently deliver a high level of proactive client service in a professional manner.
• Develop effective working relationships with team and internal departments to deliver effective service for our clients.
• Provide thorough, high quality research, problem solving and issue resolution.
• Weigh client perspective and business needs when addressing issues and identifying potential solutions.
• Successfully identify, record, monitor, and close items for assigned clients.
• Ensure inquiries and issues are resolved and service levels are met.
• Provide clients and advisors clear and concise communication regarding services, execution and resolution throughout the service cycle.
• Help drive increases in client retention by reacting appropriately to client communications and activities.
• Achieve individual and team goals for service levels, growth and retention for assigned book of business.
• Prioritize activities and manage time to effectively and efficiently provide quality client service to our partners and clients.
• Respond to inquiries on the status of plan activity (compliance testing, quarterly statements, RMDs, etc.).
• Produce, analyze, and distribute reporting on a regular basis to achieve individual and team goals.
• Support the sales team in their efforts to attain more business. Provide references as requested.
• Perform other duties and participate in special projects as assigned.

Account Executive, Client Services – Retirement

• 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

• 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

• 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

• 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

• Develop and drive cross-channel media and measurement strategies aligned with client priorities and growth objectives, with a 1–2 year planning horizon
• Serve as the expert on marketing budgets, media mix, and performance KPIs — at both the account-wide and channel-specific level — to support strategy, problem solving, and decision making
• Lead regular and ad hoc performance analyses using AI-assisted tools where relevant and translate insights into clear, compelling recommendations for clients
• Establish reporting and measurement frameworks to continuously test, refine, and improve media strategies
• Proactively monitor KPIs, identify barriers to performance, and take ownership of removing them with urgency
• Stay ahead of emerging digital marketing trends, AI-powered tools, and measurement innovations applying relevant capabilities to client programs
• Own and grow relationships across 2–3 major Ovative accounts, building trust with both day-to-day contacts and senior stakeholders
• Become an extension of the client's team developing a deep understanding of their business, industry, KPIs, and organizational dynamics
• Establish credibility as a strategic advisor, leading conversations that go beyond execution to connect media performance with broader business objectives
• Manage client communication cadences and ensure timely, clear updates to internal and external stakeholders
• Identify and develop organic growth opportunities within assigned accounts, while maintaining a strong focus on client retention and long-term relationship health
• Lead cross-functional teams of subject matter experts focused on driving measurable results across assigned accounts
• Manage and develop direct reports, providing regular coaching, feedback, and growth opportunities
• Foster a culture of open communication, 360-degree feedback, and continuous AI learning encouraging the team to experiment with AI tools responsibly, share learnings, and develop the critical thinking skills needed to evaluate and direct AI outputs
• Structure team workflows to ensure clarity of roles, efficient resource allocation, and strong execution across workstreams

Senior Account Manager, Client Services

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• The I-Client philosophy and the Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Consistently provide a high level of consultative client service while communicating and coordinating with clients and partners to address issues, provide necessary research and deliver creative solutions to your clients.
• Demonstrate a detailed knowledge of retirement plans and the Ascensus business.
• Coach and mentor others in all aspects of retirement plan and client relations factoring in the needs of the client and Ascensus to arrive at appropriate solutions.
• Successfully monitor and follow-up on assigned items; includes determining required action for resolution of client issues, documenting and implementing solutions as appropriate.
• Provide clients and advisors clear and concise communication regarding services, execution and resolution throughout the service cycle.
• Establish and maintain strong working relationships with dedicated clients and financial professionals and provide updates on product and plan initiatives.
• Participates in the management of vendor relationships on behalf of clients and partner.
• Deliver client retention by anticipating client’s needs, recommending changes or actions, in conjunction with the Relationship manager.
• Achieve individual and team goals for service levels, growth and retention for assigned book of business.
• Identify and document systematically “opportunity plans” working with Relationship Manager on a strategy to mitigate risk.
• Executing strategic plan to ensure retention and satisfaction of client and financial professional’s book of business.
• Achieve service level goals, retention and organic growth goals established for each financial partner by assessing opportunities in assigned book of business.
• Responsible for proactive communication with the client and partners regarding all components of service delivery. Solicit and share feedback with appropriate internal resources.
• Manage day to day schedule for self and team according to client needs and needs of the business.
• Apply industry knowledge to all facets of retirement operations and service.
• Ensure that our commitments to our clients are met by proactively reviewing the status of assigned plans’ periodic activity (compliance testing, 5500, quarterly statements, RMDs, etc.).
• Assess client objectives, needs and behaviors to suggest plan, product or functionality changes to improve results for our clients.
• Educate client regarding plan features, product capabilities or Ascensus functionality and process.
• Develop ideas for improvement and provide feedback/solutions to plan sponsor and financial professional to minimize risk and improve process.
• Support peers and Manager(s) by handling escalated items/calls from clients. Responsible for oversight and resolution of the escalated item.
• Coach and mentor team members and provide feedback to the team manager for performance improvement purposes.
• Develop and maintain strong internal relationships across departments and locations.
• Act in the role as the subject matter expert on specific topics as needed. Responsible for developing materials, training and assisting others across departments in these areas.
• Perform other duties and participate in or lead special projects as assigned.

Senior Retirement Service Consultant, Client Services

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients
• Consistently provide a high level of consultative client service while communicating and coordinating with clients and partners to address issues, provide necessary research and deliver creative solutions to your clients
• Demonstrate a detailed knowledge of retirement plans and the Ascensus business
• Coach and mentor others in all aspects of retirement plan and client relations factoring in the needs of the client and Ascensus to arrive at appropriate solutions
• Successfully monitor and follow-up on assigned items; includes determining required action for resolution of client issues, documenting, and implementing solutions as appropriate
• Provide clients and advisors clear and concise communication regarding services, execution, and resolution throughout the service cycle
• Assist leadership with the management of vendor relationships on behalf of clients and partner
• Support the sales team in their efforts to attain more business
• Responsible for proactive communication with the client and partners regarding all components of service delivery
• Solicit and share feedback with appropriate internal resources
• Manage day to day schedule for self and team according to client needs and needs of the business
• Apply industry knowledge to all facets of retirement operations and service
• Ensure that our commitments to our clients are met by proactively reviewing the status of plans’ periodic activity (5500, quarterly statements, RMDs, etc.)
• Assess client objectives, needs and behaviors to suggest plan, product, or functionality changes to improve results for our clients
• Educate client regarding plan features, product capabilities or Ascensus functionality and process
• Help drive increases in client retention by reacting appropriately to client communications and activities
• Develop ideas for improvement and provide feedback/solutions to plan sponsor and financial professional to minimize risk and improve process
• Support peers and Leaders by handling escalated items/calls from clients
• Responsible for oversight and resolution of the escalated item
• Coach and mentor team members and provide feedback to the team manager for performance improvement purposes
• Develop and maintain strong internal relationships across departments and locations
• Act in the role as the subject matter expert on specific topics as needed
• Responsible for developing materials, training, and assisting others across departments in these areas
• Perform other duties and participate in or lead special projects as assigned

Senior Account Executive, Client Services – Retirement

• 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

• 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

• A successful Client Services Trainer will be professional, positive, empathetic, knowledgeable, and passionate about developing exceptional employees.
• This role is responsible for delivering both classroom-style and hands-on service training for new hires, gap training as needed, and supporting the onboarding process for new employees and teams transitioning from partner TPAs.
• Designing, managing, and maintaining all Navia training materials, ensuring alignment with legal requirements and industry best practices.
• Facilitating engaging and effective training sessions that support employee development and service excellence.
• Conducting quality assurance reviews of phone calls, emails, and other processes assigned to new hires during training.
• Collaborating with leadership to identify training needs and continuously improve the onboarding experience.

Client Services Trainer

• Engage directly with customers – over 11,000 Financial Professionals
• Help grow and support their firms
• Work closely with team members in operational and transactional activities
• Perform a variety of administrative and sales support activities
• Act as a liaison between investment executive and clearing firm, fund company, and carrier
• Maintain electronic client files and documentation on web-based software
• Provide highest level of service and responsiveness to customers
• Ensure client satisfaction continues to be a distinguishing selling point

Client Service Representative

• Accurately and timely update the firm database(s) for all clients in accordance with firm process guidelines.
• Update and maintain team sites and systems regarding billing, collections, and estimates requirements.
• Build strong partnerships with other departments within the firm to align to our internal policies and procedures.
• Manage and enforce outside counsel guidelines and oversee related education, implementation, and enforcement.
• Lead routine outside counsel guideline audit.
• Assist in development and support of testing scripts and technical documentation of the department’s workflow and processes.
• Ensuring accurate documentation, setup, and management of client invoicing and collections.

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