Client Experience Coordinator

Allied Solutions•Carmel, IN

4d•Onsite

About The Position

The Client Experience Coordinator supports client management and service delivery, drawing on prior client-servicing experience and working closely with internal business units to ensure client needs and expectations are met. The role involves approximately 80–90% data entry, with the remaining 10–20% devoted to problem solving, critical thinking, and potentially process improvements. The coordinator serves as clients’ primary point of contact, maintains client-specific business rules, handles service requests, analyzes loan and portfolio information, and coordinates resolution of significant issues. The role also supports process changes, communicates with clients and internal stakeholders, and may mentor coworkers or assist with projects as assigned.

Requirements

1–2 years of relevant experience preferred.
High school diploma or GED required.
Strong verbal and written communication skills to develop and foster positive relationships with clients and internal teams.
Resourcefulness, assertiveness, attention to detail, and high self-motivation in resolving critical client-servicing needs.
Ability to work independently, take ownership of client relationships, and perform successfully with minimal supervision.
Effective organizational skills, including the ability to prioritize tasks by importance.
Ability to adapt to change and work both independently and as part of a team.
Proactive approach to identifying problems before they occur, finding root causes, and resolving issues.
Mature critical-thinking and analytical capabilities, including sound practical judgment and the ability to evaluate information, identify key issues, and draw conclusions.

Nice To Haves

Associate’s degree or vocational or technical school degree.

Responsibilities

Serve as the primary point of contact for clients, maintain consistent contact, handle incoming calls professionally, and work to improve client service and satisfaction.
Manage and escalate client impacts to field and internal loan servicing teams.
Coach clients on best practices and product-specific nuances, and explain how to use company sites.
Present information professionally to clients and internal staff, and occasionally participate in service calls to review service expectations.
Maintain client-specific business rules and inform internal business units of changes.
Own communications intended to prevent escalations.
Analyze loan-level indicators to support issue prevention and provide guidance to optimize product performance and client experience.
Process and resolve client and field requests involving compliance, reports and insurance processing, loan status updates, and verification events.
Obtain and interpret data to present the client story, with basic knowledge of billings processes, cycle reports, and lender file processing.
Review and analyze client portfolio reporting and work with management to implement process changes.
Maintain quality standards to reduce premium loss and process quick issue requests that coincide with state requirements.
Navigate and interpret information in Process Definition, Lender Maintenance, and Reports on Demand.
Mentor fellow coworkers upon management request and assist with assigned projects.
Multi-task while working across multiple systems.
Coordinate and collaborate with cross-functional teams to resolve significant issues.
Provide corrective action for loan or setup discrepancies and prepare and distribute communications to clients and stakeholders.
Research issues quickly and thoroughly, develop clear messaging based on data and facts, and present information effectively.
Capture the qualitative and quantitative voice of the client.
Collaborate with internal business units to help prevent recurrence of identified issues within the scope of the position.