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

• Serve as a core member of the United States & Canadian Markets Operations Leadership Team
• Lead the Enablement Partner Support team and provide operational support for Discover network participants including issuers, acquirers and processors
• Deliver operational readiness, improve our operating model and enhance partner support
• Establish and sustain a well managed operating environment and deliver impactful results

Director, Client Support

• Serve as a core member of the United States & Canadian Markets Operations Leadership Team
• Lead and manage the strategic priorities for our most critical operations vendors
• Deliver operational readiness, improve our operating model and enhance partner support
• Establish and sustain a well managed operating environment and deliver impactful results

Senior Director, Client Support

• Responsible for gathering information and risk management recommendations for renewals.
• Manages all policy activity aspects of assigned accounts including endorsements and invoicing.
• Presents new business and renewal risks to the insurance marketplace for quoting.
• Maintains a concern for timeliness and completeness when interacting with clients and partners.
• Responsible for developing a deep understanding of assigned accounts and placement strategy.

Senior Client Service Specialist, Commercial Risk – Insurance Advisory Solutions

• 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

• Review and analyze client data weekly for trends, issues and additional opportunities for freight cost savings.
• Review open client requests.
• Check status and ensure progress towards request closure and client satisfaction.
• Review carrier performance, as well as, an assigned client’s satisfaction with carrier performance.
• Interdepartmental Communication at all levels both internally & externally for process improvements & client requests.
• Conduct monthly client reviews.
• Review company tools and services available to assigned clients.
• The document which tools are being utilized, the client’s satisfaction with the tools and demonstrate newer tools that the client may not be utilizing, where applicable.
• Attempt to engage the client on new services (organic revenue growth) and/or offer additional cost savings opportunities through cost analysis, if applicable.
• Create case studies highlighting the client's use of Transportation Insight’s products/services for marketing and retention purposes.
• Cost minimization: Review opportunities for an assigned client to transition to more cost attractive solutions, as well as, investigate additional ways in which a client may reduce their operational cost (while maintaining an equivalent or higher level of service).
• Provide training and direction to Logistics Analyst personnel

Account Manager, Client Services

• Support the Operations department of THE·TEAM’s Team Sports division.
• Scan, file, and track Talent tax forms.
• Prepare expense reports and assist with obtaining receipts as needed.
• Prepare client payment summaries.
• Review contracts and prepare summaries.
• Assist Client Services team with projects as needed.
• Various administration duties as assigned.

Intern, Sports Operations and Client Services

• Prepares premium allocations.
• Prepares and updates draft renewal proposals.
• Prepares documents for presenting risks to market.
• Assists client service teams in the preparation of presentation materials.
• Analyzes and summarizes complex data and compiles reports without supervision.
• Processes complex audits and completes audit worksheets.
• Reviews contract requirements for complex cert requests.
• Trains and mentors other Analysts.
• Completes special projects as assigned.

Senior Client Service Specialist, Commercial Risk

• Serve as the primary lead for onboarding and implementation of new User Agencies
• Provide ongoing strategic support and account management to existing and prospective agencies
• Develop comprehensive goals and tailored strategies specific to each User Agency
• Establish and maintain strong professional relationships with existing and prospective User Agencies
• Conduct bi-annual analysis and review of top User Agencies to identify missed travel opportunities and new business opportunities
• Utilize CRM software to maintain records and track onboarding and account management efforts

Client Services Manager

• Responsible for the management and support of a team of Strategic Account Managers and Account Managers
• Deliver client retention and growth
• Drive team engagement through development and support
• Ensure efficient cost to serve through ongoing continuous improvement
• Career development of the team including Individual Development Plans, Succession Planning, and overall HR support.
• Manage account team to oversee projects and customer relationships with existing accounts
• Cultivate internal cross-functional relationships with members of other departments and locations
• Assist the team with the facilitation of programs and communications to gather requirements from customers
• Manage against annual operating budgets to include organic growth and retention targets
• Develop and implement procedures and processes pertinent to the effective and efficient operations of the Client Services department
• Maintain direct communication with key customer relationships to ensure adherence to commitments
• Effectively coach teams to achieve high performance and drive employee engagement and retention.
• Provide feedback and identify resolutions for service failures or customer concerns.
• Review and audit monthly reports in order to understand and communicate results.
• Recommend new strategies to enhance client retention and organic growth.

• Own the client experience in all interactions
• Execute job duties following policies within target turnaround times
• Keep stakeholders informed of status, risks, and issues
• Work with partners on complaints to find solutions
• Learn and become an expert in Capital One products
• Research client’s industry and needs
• Collaborate within and across teams to resolve client issues
• Advocate for client needs with internal stakeholders
• Develop effective solutions for client issues
• Travel to client sites when required
• Work on projects as requested
• Own your individual development

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