Client Services Representative

• Demonstrates knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting.
• Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests.
• Diagnose and resolve unique problems with hardware, software and operating systems; determine the source of problems and classify their level, priority and nature.
• Configure, deploy, maintain, troubleshoot, inventory and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment.
• Installs/removes/configures hardware and software.
• Address user tickets within documented service levels
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Provide prompt and accurate feedback to clients and follow up with clients to ensure their systems are functional
• Ability to work independently or via a team collaboration process.
• Experience providing support via in-person, phone, or remote methods.
• Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
• Partners with end users to correlate business requirements to technology solutions (strong business acumen).
• Prioritize and manage several open issues at one time
• Properly escalate unresolved issues to appropriate internal teams
• Individual will have a primary support role. This includes after hour and weekend support as needed.
• Periodic travel to support business initiatives is required.

Senior Analyst, IT 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

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

• Develop and implement comprehensive operational strategies, policies and procedures that support the company’s long-term goals
• Collaborate with Client Service management team to set goals and develop strategic plans for the department
• Ensure high quality service delivery across all client touchpoints
• Support resolution of complex client issues and complaints in a professional manner
• Track, analyze and actively manage service performance metrics
• Identify areas for optimization and implement changes to enhance efficiency and effectiveness
• Effectively communicate with clients, internal teams and stakeholders ensuring alignment and transparency
• Support transformation initiatives, foster a culture that embraces change

Director, Client Service

• Develop and implement a national standardization framework for client service and resource management across the business.
• Serve as an active member of the divisional senior leadership team, providing thought leadership and strategic input.
• Define short- and long-term goals aligned with divisional objectives for client outcomes and experience.
• Assess current best practices and client deliverables to standardize onboarding, renewal stewardship, service communications, and retention recovery plans.
• Evaluate market-specific nuances and determine where variances from industry standards are warranted.
• Partner with regional client service leaders to design and execute a national service model that improves efficiency and aligns service delivery with client expectations, including roles, workflows, SLAs, and stewardship.
• Provide ongoing guidance to regional client service leaders, including escalation management, workload balancing, and development of professional and technical bench strength.
• Drive adoption of existing technologies, AI, and offshore resources to improve compliance, data reliability, service delivery, and operating margins.
• Establish development benchmarks for client service talent tied to team KPIs and individual role and career progression.
• Provide ongoing training to the client service team on competitive practices, industry trends, and regulatory changes.
• Partner with senior leadership to evaluate emerging tools and resources, improve client retention and satisfaction, and identify staffing needs and bench strength.
• Perform other duties as assigned.

National Director – Client Service Operations, Property & Casualty

• Stakeholder Engagement: Independently lead and facilitate meetings with clients, external partners and internal teams to drive collaboration and resolve operational challenges.
• Communicate the Zelis Payer experience vision to clients and teams, ensuring alignment with organizational goals.
• Guide clients toward optimal product configuration, collaborate to align on delivery timelines and manage each interaction with a solution and service-oriented mindset.
• Serve as a technical expert, offering specialized guidance and solutions to enhance Payer Experience.
• Maintain comprehensive knowledge of Zelis offerings, production fulfillment processes, healthcare enrollment procedures, and payment optimization strategies.
• Apply technical troubleshooting skills to resolve complex issues involving client mapping and data ingestion.
• Advocate for clients across all Zelis departments, assisting with technical aspects of payments and related business needs.
• Deliver training sessions, as needed, to support client success.
• Independently manage daily casework, ensuring timely resolution and continuous progress on long-term milestones across multiple client projects.
• Oversee and update project milestones to support ongoing client success.
• Communicate proactively and thoroughly with Payers, managing the overall service experience.
• Collaborate with cross-functional teams internally and externally to design, develop, test, and deploy client change requests.
• Analyze complex data sets and business rules to deliver actionable insights that support client objectives.
• Ensure accurate translation of complex data into client-facing materials, demonstrating deep expertise in healthcare industry practices, claims communications, payment processing, and ID card production.

Client Service Specialist

• Organize and lead regular team standup meetings to prioritize client needs and remove obstacles to timely project delivery.
• Contribute to the recruitment, interview, and onboarding process for new team members by evaluating candidates’ technical expertise and their ability to thrive in a fast-paced, dynamic environment.
• Provide technical guidance to Client Support Associates and Client Support Specialists, fostering professional growth and ensuring high performance.
• Lead or assist with escalated client requests, ensuring full resolution and client satisfaction.
• Serve as escalation point for client cases and promptly inform Operations Manager of any issues.
• Troubleshoot and resolve production issues for ID cards, enrollment materials, checks, payments, and Explanation of Benefits (EOB) communications using advanced technical knowledge.
• Act as a technical subject matter expert to support product development initiatives, including user interface enhancements, design sessions, and testing.
• Collaborate with IT teams, internal and external, to support custom software integrations and implementation processes.
• Draft precise, technically detailed requirements for IT regarding client-driven data modifications.
• Analyze highly complex data sets and business rules to deliver actionable insights that support client objectives.
• Collaborate with other Team Leads and Operations Managers to identify workflow improvements and drive knowledge-building initiatives.
• Partner with cross-functional teams to align technical solutions with business goals.
• Coordinate with Tier 2 technical operations for product development and deployment.
• Represent Zelis during client visits and training sessions, providing technical expertise in client-facing engagements.
• Lead client-facing technical projects, ensuring timely delivery and alignment with client expectations.
• Navigate risk, timeline and technical issues directly with the client, ensuring a service and solution-oriented approach is always at the forefront.
• Offer strategic solutions to optimize project outcomes and proactively resolve obstacles through education and collaboration.
• Lead internal Zelis initiatives and special projects as needed.
• Lead efforts to mitigate incidents affecting multiple Payers and communicate progress and impact to stakeholders.
• Identify and communicate potential barriers, proposing immediate and long-term solutions for technical changes.
• Ensure documentation and reporting of technical processes, project status, and client feedback.
• Identify improvement opportunities, and drive continuous improvement efforts in service delivery, client satisfaction, and technical processes.

Client Service Team Lead

• Manage client relationships and sentiment via extensive daily interaction with client counterparts
• Manage the change management administration and communication with clients
• Champion inquiries from / issues raised by various State Street organizations
• Collaborate with STT’s middle and back office operations and provide input on plans to enhance operations

Operations Client Service, AVP

• 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

• 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.

• 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.

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