H&W Client Services Manager I

Navia is a national, consumer-directed benefits provider serving 10,000+ employers across all 50 states. The company provides comprehensive health, finance, lifestyle, and compliance solutions to employers and consumers. We take pride in offering industry-leading customer service, communications, and technology.
Founded in 1989, Navia began as Flex-Plan Services, and over the years has grown into one of the nation’s premier benefit providers. Navia offers FSA, HSA, HRA, Commuter, Lifestyle, 401K, Benefit Administration, Education, COBRA, and much more.
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.

Navia Offers:
Health Insurance
Dental & Vision Benefits
Education Reimbursement
401K with employer contribution
Employee Assistance Program
Paid Time Off
 

• Act as the overall owner of day-to-day client relationships and administrative services

• Support the client invoicing process by reviewing work-in-progress reports and associate time/billing entry
• Educate and train Ops Specialists on clients, benefit plans, systems, administrative procedures, relationship management, client negotiations, etc
• Identify and implement process improvements across the H&W team to ensure consistent, efficient service delivery
• Represent Navia at client benefit fairs to educate participants on plan features and benefits
• Escalate client issues to appropriate internal resources as needed

• Develop an understanding of the underlying technologies that support our services

• Demonstrate the ability to use broad technical knowledge in working with clients to determine their needs and influence decisions and outcomes
• Manage client technical issues by working and communicating effectively with the appropriate internal resources to identify the root cause, resolution, and alternatives

• Coordinate NAVIA’s response to technical and compliance issues (e.g., legal aspects, testing, reporting, etc.)

• Assist with system design and development by creating user requirements for system enhancements

• Simultaneously manage numerous client relationships of varying services, scope, and size
• Effectively manage both client satisfaction and overall client profitability
• Plan and lead annual client service review meetings and other client and internal meetings
• Ensure completion and documentation of all items on the client service schedule for each aligned client
• Provide ongoing communication to clients on project status, deliverables, timing, issue resolution, expectations, etc.

• Manage client expectations and provide responsive and proactive communication to gain the client’s confidence

• Manage the creation of service agreements and negotiate renewals
• Manage the annual benefits open enrollment process for the client and internal work teams

• Manage the implementation of new clients and new services for existing clients onto NAVIA’s administrative services platforms
• Manage the creation and communication of client plan and legal documents, including plan requirements, service agreements, schedules of fees, and banking agreements
• Document and manage client change orders for new work processes or changes to existing processes

• Ensure completion of tasks assigned to client contacts, such as data clean-up and file load discrepancy resolution

• Ensure all client plan documentation and contact information is updated in CRM
• Assist clients with systems, plan design, and regulatory questions and issues
• Educate and train clients on proper system usage, including leading system demos and webinars

• Identify, design, and provide effective solutions to meet client needs

• Have periodic calls/meetings with clients to better understand their business goals and benefits strategy
• Identify, pursue, and close cross-sell opportunities to existing clients
• Participate in the new client sales process by assisting with RFP responses and participating in finalist meetings

• Three (3) years of benefits administration industry experience. Five (5+) years’ experience in field preferred
• Five (5) years of direct client management experience
• Proficiency with benefits and HRIS systems, project management tools
• Proficiency with MS office technology (Word, Excel, PowerPoint)