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

• Lead and execute complex, cross-functional operational initiatives from intake through completion
• Apply project management discipline, including defining scope, sequencing work, tracking dependencies, and mitigating risks
• Develop and maintain SOPs, workflows, intake processes, and escalation paths to drive consistent execution
• Translate ambiguous or informal practices into clear, scalable, and repeatable processes
• Partner with Operations, Claims, IT, Clinical, DocGen, COE, and other stakeholders to drive operational improvements
• Submit, track, and manage enhancements and operational requests through established governance tools (e.g., SmartSheet, ServiceNow)
• Act as an extension of CSDM leadership to advance priority workstreams and initiatives
• Prepare summaries, materials, and insights to support leadership decision-making
• Leverage Microsoft tools and AI-enabled capabilities (e.g., Microsoft Copilot) to enhance productivity and documentation

Team Lead, Client Service Delivery

• Client Onboarding & Management: Maintain a growing understanding of all OneDigital internal and partner systems impacting sales and service efficiency and client experience including CRM, investment, financial planning, advanced planning, compliance, corporate finance, and IT
• With support, guide new clients through the onboarding process, explaining account setup, services, and procedures
• Collect necessary documentation and work with the team to ensure compliance with regulatory requirements
• Coordinate with internal teams to facilitate a smooth transition for new clients
• Partner with advisors and the service team to schedule and coordinate client review meetings
• Act as the primary point of contact for client inquiries, ensuring timely and accurate responses under manager supervision
• Build rapport with clients by actively listening and addressing their concerns
• Client Service: Assist in collaboration with custodians, brokerage firms, and internal teams to process client transactions
• Coordinate with team to prepare and review necessary paperwork for account-related activities (e.g., account opening, transfers, withdrawals, beneficiary updates)
• Maintain accurate records of client interactions and follow up on outstanding items
• Data Management & Communication: Collaborate with service team to ensure compliance with regulatory requirements and internal policies
• Collaborate with team members to ensure accurate and timely reporting
• Maintain client data in the CRM system, ensuring accuracy and completeness
• Update client profiles, contact information, and preferences
• Handle incoming calls, emails, and inquiries from clients and internal team members
• Teamwork & Support: Assist with office organization, filing, and other administrative tasks as needed
• Regularly attend team meetings and contribute insights to enhance client service
• Perform other duties as assigned.

Client Service Specialist

• 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

• 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.

Client Services Associate

• 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

• Communicate with clients via phone, email, and virtual meetings
• Support client requests through coordination and follow-up
• Maintain accurate records and track client details consistently
• Organize task details to support timelines and service accuracy
• Collaborate with team members and partners as needed

Client Services Specialist

• Support administration and performance of the client portfolio to achieve business outcomes
• Serve as an active member of the Client Service Team for a client
• Contribute to development of client growth strategies and business cases
• Maintain utilization targets aligned with portfolio responsibilities
• Identify and communicate emerging risks affecting client performance

Client Services Manager – Waste Market Sector

• Lead and manage Client Support Specialists/Representatives setting clear expectations for performance, accountability, and professional development
• Own team-level performance across inventory reconciliation, prebill work queue resolution, and documentation workflows, ensuring all functions operate within established KPI standards
• Monitor and analyze team performance metrics, identify trends and gaps, and implement corrective action plans to drive continuous improvement
• Manage escalations from the team related to non-routine reconciliation issues, workflow barriers, complex account situations, and personnel matters
• Identify and escalate recurrent process gaps that contribute to claims appearing on reconciliations to the Director, Client Support, supporting upstream resolution by Revenue Services
• Identify and report systemic client system issues and workflow barriers to the Director, Client Support for resolution or cross-functional escalation
• Coordinate with Client Delivery leadership to maintain operational alignment on client-impacting items, ensuring the Client Support team’s work product supports downstream delivery needs
• Ensure accurate and consistent E360 documentation standards are maintained across the team through Supervisor oversight and periodic audits
• Drive process improvement initiatives within the Client Support team, refining workflows, updating standard operating procedures (SOPs), and implementing best practices
• Ensure client support processes are documented appropriately and that all relevant parties are trained and informed of process updates
• Lead workforce planning efforts including workload distribution, capacity assessment, and staffing recommendations in coordination with the Director, Client Support
• Responsible for hiring, onboarding, and training of Client Support team members
• Conduct annual goal planning, performance reviews, and ongoing development plans for direct reports
• Develop individual contributors through coaching, feedback, and structured development opportunities

Client Support Manager

• 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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