Client Experience Coordinator

Allied Solutions LLC

1d•Remote

About The Position

The Client Experience Coordinator delivers responsive client management and works with internal business units to ensure client needs and expectations are met. The role draws on client-servicing experience and requires a high sense of urgency. Approximately 80–90% of the work involves data entry, with the remainder focused on problem-solving, critical thinking, and potentially process improvement. The coordinator serves as the primary client contact, maintains client relationships, manages and escalates service impacts, and helps clients understand company products and systems. The role also processes and analyzes loan and client information, supports reporting and compliance-related requests, resolves issues in coordination with cross-functional teams, and contributes to process improvements and assigned projects.

Requirements

High school diploma or GED required.
Strong verbal and written communication skills to develop positive relationships with clients and internal teams.
Resourceful, assertive, detail-oriented, and highly self-motivated approach to resolving client service needs.
Ability to work independently, take ownership of client relationships, and perform with minimal supervision.
Effective organizational skills, including the ability to prioritize tasks by importance.
Ability to adapt to change and work independently as well as collaboratively.
Proactive approach to identifying problems and finding root causes.
Critical thinking and analytical skills to evaluate information, identify key issues, and reach practical conclusions.

Nice To Haves

1–2 years of relevant experience preferred.
Associate's degree or vocational or technical school degree preferred.

Responsibilities

Serve as the primary point of contact for clients, maintain regular contact, handle incoming calls professionally, and support client satisfaction.
Manage and escalate client impacts to field and internal loan servicing teams.
Coach clients on best practices and product-specific details, and instruct them on 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 to prevent escalations.
Analyze loan-level indicators to identify issues and guide product performance and client experience improvements.
Process and resolve client and field requests related to compliance, report and insurance processing, loan status updates, and verification events.
Obtain and interpret data to create and present the client story, using basic knowledge of billing processes, cycle reports, and lender file processing.
Review client portfolio reports and work with management to implement process changes.
Maintain quality standards to reduce premium loss and process quick-issue requests in accordance with state requirements.
Navigate and interpret Process Definition, Lender Maintenance, and Reports on Demand information.
Mentor coworkers when requested by management and assist with assigned projects.
Multitask 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 fact-based messaging, and present information effectively to clients and internal teams.
Capture qualitative and quantitative client feedback.
Collaborate with internal business units to help prevent recurrence of identified issues within the scope of the position.