Client Services Representative

• As the main operational contact for benefits administrators, you collaborate with your service team and internal partners to deliver on contractual commitments to some of our largest 401K clients.
• Partner with Managing Directors and Product Management to implement new products, services, and features.
• Work closely will specialized operational groups to implement plan provisions, problem solve issues, and deliver outstanding service.
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans.
• Manage plan administration to perform to standards and performance guarantees.
• Raise and participate in the resolution of service issues appropriately within the organization.
• Utilize deep knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management.
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates.

Manager, Client Service Operations

• Delegate, support and provide guidance to colleagues in Senior CSC and CSC roles
• Pull data from 3-D and other Navi-tools to deliver facts-based presentations (including Strategic Business Plans, VALUE Summaries, and Performance Standard reports) to clients.
• Work closely with Clinical Account Executive on data, strategy, and the Navitus team approach to all meetings
• Ensure immediate Client Services team has a plan to mediate any unmet PGs moving forward; Client Services should always have a debrief with an internal department which has failed to meet a PG
• Client Services Executive should be able to perform both basic training and specialized training on client-facing platforms, as long as the client has placed this request ahead of time
• Facilitate resolution of escalated member/Client issues requests
• Manage Clients Contract maintenance and performance
• Travel to Client sites
• Provide mentoring to the coordinator levels
• Other duties as assigned

Client Services Executive

• Leading implementation of operational changes
• Managing efficiency initiatives
• Partnering to review reporting and resolve challenges
• Building relationships across teams
• Supporting new business opportunities with operational insights

Director, Client Service Operations

• 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
• Lead or support internal department and corporate projects
• Travel to Client sites
• Provide mentoring to the coordinator levels and CSEs
• Other duties as assigned

Senior Client Services Executive

• Main operational contact for benefits administrators, collaborate with service team and partners to deliver contractual commitments
• Partner with Managing Directors and Product Management to implement new products, services, and features
• Work with specialized operational groups to implement plan provisions, problem solve issues and deliver outstanding service
• Responsibility for daily review of plan administration quality for Defined Contribution, HSA and Non-Qualified plans
• Manage plan administration to perform to standards and performance guarantees
• Raise and participate in the resolution of service issues (e.g., participant, reputational, risk/compliance related)
• Utilize knowledge of plan level provisions, DC, HSA, Non-Qualified products as well as plan compliance, regulations, and risk management
• Identify and partner with Product and Relationship Management to cross sell new products and services and rollout new product and regulatory updates

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