Client Services Manager
About Navia Benefit Solutions: We’re a people first benefit administrator that relies on a fast-growing team of creative thinkers, problem-solvers, and go-getters to bring our participant and client experience to the next level. Our mission? To create better lives and provide a simple and amazing benefits experience. If you love providing excellent service, innovating the way benefits are administered, and being part of an inclusive workplace community, you’ll fit right in. About the Role: Client Service Managers establish and maintain relationships with an assigned Navia client book of business. Represents Navia in a professional manner and provides support, education, and general customer service to clients and brokers. Prioritizes client retention and service delivery. Must have a strong working knowledge of our systems, processes, and regulations as they relate to the type of benefits Navia administers. What You’ll Do: Develops and maintains professional relationships with assigned employer group clients and their brokers through open and timely communication. Educates clients on healthcare reform, industry, or internal changes that may impact their benefit administration. Supports clients and brokers by researching and answering inquiries via email and phone. Plans and attends meetings/calls with clients and brokers as needed, including regular recurring meetings. Assists with new client onboarding by taking part in implementation meetings, hosting welcome calls, and providing support where needed. Updates and implements benefits ongoing and makes changes to client account structure. Manages client specific tasks, processes, and projects. Facilitates resolving escalated client and broker issues. Guides all aspects of the annual plan renewal process. Completes renewal related tasks and tracking and discusses rate changes with clients and brokers. Audits client plans as needed. Understands other Navia internal departments’ functions and processes at a high level and works with those departments to resolve client questions/issues as needed. Understands the file import process and the various types of files that clients send. Can interpret Navia’s file specs and troubleshoot file issues. Assists with projects and tasks for team and department as necessary. Attends and presents at benefit fairs and/or open enrollment meetings as needed. Contributes to ongoing team analysis and documentation of procedures, aiming to streamline and automate processes and build efficiency. Meets department and team performance expectations. Performs essential functions of the Senior Client Service Associate and Client Services Associate roles as necessary. Other duties as assigned. What We’re Looking For: Skills: Strong sense of responsibility and willingness to take ownership of workload. Computer skills, including competency with Microsoft Word, Teams, Excel, Outlook, and PDF programs. Excellent customer service skills. Excellent written communications skills. Ability to adhere to a work schedule following standard business hours and can maintain regular, on-time attendance. Includes attendance of meetings and scheduled phone shift. Positive work attitude and adaptability. Organizational and time management skills. Problem solving and critical thinking skills. Independent/self-motivated and can also work well in a team environment. Comfortable with public speaking and hosting presentations. Ability to travel as needed for client and employee meetings/benefit fairs. State Driver’s License and proof of insurance. Willingness to work outside scheduled work hours as needed, especially during our busy season. Work Environment: Candidates within 30 miles of one of our four office locations may be asked to come into the office for a hybrid schedule depending on the role. Eligible candidates will reside in one of the following states: AZ, CA, CO, FL, GA, IL, IN, KS, MA, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, AND WA Why Join Navia? Impact: Play a pivotal role in supporting employers and employees nationwide. Growth: Advance your skills with a team committed to excellence and innovation. Culture: Join a company that values collaboration, innovation, and customer-first solutions. Perks and Benefits: Competitive Salary Range: $20.00 to $25.00 per hour Generous health benefits Company sponsored wellness benefits Complimentary Life Insurance and Long-Term Disability Insurance Paid time off 6 Paid Holidays & 2 Paid Floating Holidays Work from home and hybrid schedules available! Ready to Join Us? Take the first step toward your new career in creating better lives —apply now! For any questions or to check on your application, reach out to [email protected]. Please visit our career page and apply directly: www.naviabenefits.com/workatnavia Not all positions allow for remote work, but those that do will only be available in the following states: AZ, CO, FL, GA, IL, IN, KS, MI, MN, MO, MT, NC, ND, NE, NJ, NV, NY, OH, PA, SD, TN, TX, UT.