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

• 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

• 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

• Leads and manages an Account Executive team responsible for building strong personal and collaborative partnerships
• Executes retention and grow the book strategy for a book of business
• Provides oversight, training, and direction to the account team
• Ensures consistent service to constituents by monitoring performance measures
• Attracts, selects, and retains high-caliber, diverse talent.
• Develops, motivates, evaluates, and coaches staff on work procedures
• Continually looks for opportunities to increase customer/broker satisfaction and team efficiency
• Assists with the organization of all activities related to product training and development seminars

Client Service Director

• It is the responsibility of the Client Sales Assistant to take ownership and be proactive in servicing of existing relationships and prospective client relationships.
• Must be well versed in all aspects of broker/dealer systems and technology, products, and services.
• Additional responsibilities include taking ownership of all tasks and challenges that they encounter in the operation of their assigned position.
• To provide assistance to the Financial Consultant maximizing sales results while minimizing their time spent on administrative and operational tasks.
• Be well versed in all broker/dealer technology, compliance, advisory alerts, investment products, services and solutions and be able to assist customers in all aspects of the conduct and servicing of their relationship.
• Assist the Financial Consultant with increasing sales and overall productivity.
• Ensure the efficient ongoing operations of the Financial Consultant by: Managing, coordinating, and maintaining appointment and referral opportunities, providing assistance in the scheduling of appointments and follow up tickler system for the Financial Consultant.
• Assisting in the development of additional referrals through their assigned banking partners.
• Providing the necessary administrative and operational support to the FC, including processing of all necessary documentation, checks and other relevant documentation.
• Working directly with clients and assisting clients in the servicing of their relationship.
• Taking direction, within regulatory limitations based on FINRA licensure, from the Investment Consultant in receiving and processing orders with the broker/dealer on behalf of the client.

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