Client Services Representative

• Define and execute Humana’s enterprise Contact Center COE strategy and multi-year roadmap
• Establish enterprise standards, policies, decision rights, operating rhythms, and governance forums
• Build and lead a high-performing organization, including succession and talent pipelines
• Oversee end-to-end omnichannel customer journeys across voice, IVR, CRM, chat, messaging, mobile notifications, and emerging channels
• Sponsor enterprise onboarding, role-based learning, certification, knowledge management, and continuous development
• Define enterprise KPIs, scorecards, dashboards, and performance reviews
• Provide executive oversight for contact center platforms, automation, AI-enabled capabilities, and product roadmaps
• Drive continuous improvement in customer satisfaction, quality, compliance, productivity, cost, and employee experience
• Partner with business operations, Digital, Technology, Clinical, Finance, Risk, Compliance, Legal, Procurement, and HR leaders
• Shape business cases, investment decisions, capacity plans, and value realization while ensuring regulatory, privacy, security, accessibility, audit, and operational risk requirements
• Translate strategy into executable plans, govern cross-functional delivery, drive adoption and workforce readiness, manage risks and dependencies, and realize measurable outcomes
• Report to a Senior Vice President and operate across business segments and enterprise functions

VP, COE Client Services

• Assist financial advisor(s) in servicing clients, including preparing financial plans, conducting investment research, and processing trades and transactions
• Support client interactions with advisors, bank partners, and clients via phone and email
• Prepare for and follow up on client meetings by scheduling, confirming, entering CRM data, building agendas, and summarizing meetings
• Process new business by preparing documentation, obtaining signatures, submitting paperwork to the home office, and tracking insurance applications and rollovers
• Support client acquisition efforts by managing referrals, maintaining CRM/referral tracking, coordinating marketing events and seminars, and following up with prospects
• Perform general administrative and operational duties, including answering phones, preparing client correspondence, processing expenses, maintaining client files, and supporting account setup and alerts

Client Services Representative jobs in Kentucky

VP, COE Client Services

Client Service Associate