Client Services Manager

We’re a people‑first benefits 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 is 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.

Client Service Managers establish and maintain relationships with an assigned Navia client book of business. They represent Navia in a professional manner and provide support, education, and general customer service to clients and brokers. Prioritizing client retention and service delivery, they must have a strong working knowledge of our systems, processes, and regulations as they relate to the type of benefits Navia administers.

• Develop and maintain professional relationships with assigned employer group clients and their brokers through open and timely communication.
• Educate clients on healthcare reform, industry, or internal changes that may impact their benefit administration.
• Support clients and brokers by researching and answering inquiries via email and phone.
• Plan and attend meetings/calls with clients and brokers as needed, including regular recurring meetings.
• Assist with new client onboarding by taking part in implementation meetings, hosting welcome calls, and providing support where needed.
• Update and implement benefits ongoing and make changes to client account structure.
• Manage client‑specific tasks, processes, and projects.
• Facilitate resolving escalated client and broker issues.
• Guide all aspects of the annual plan renewal process. Complete renewal related tasks, track, and discuss rate changes with clients and brokers.
• Audit client plans as needed.
• 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.
• Assist with projects and tasks for team and department as necessary.
• Attend and present at benefit fairs and/or open enrollment meetings as needed.
• Contribute to ongoing team analysis and documentation of procedures, aiming to streamline and automate processes and build efficiency.
• Meet department and team performance expectations.
• Perform essential functions of the Senior Client Service Associate and Client Services Associate roles as necessary. Other duties as assigned.

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 must 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, or WA.

• 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.

• Competitive salary range: $24.00-$38.00 per hour.
• Generous health benefits.
• Company‑sponsored wellness benefits.
• Complimentary life insurance and long‑term disability insurance.
• Paid time off.
• 6 paid holidays and 2 paid floating holidays.
• Work from home and hybrid schedules available.

• 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 maintain regular, on‑time attendance, including 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.