Client Experience Coordinator

Allied Solutions LLC•Carmel, IN

1d•Onsite

About The Position

The Client Experience Coordinator works with urgency to deliver results in client management, drawing on client servicing experience to contribute immediately. Working closely with internal business units, this role ensures that client needs and expectations are met. Approximately 80–90% of the work involves data entry, with the remaining 10–20% focused on problem-solving and critical thinking, which may include process improvements. The position combines client servicing, data analysis and operational processing, and issue resolution. The coordinator serves as a primary client contact, handles requests and communications, reviews loan-level and portfolio information, and works with internal teams to resolve issues and prevent recurrence. The role may also involve mentoring coworkers and supporting assigned projects.

Requirements

High school diploma or GED.
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 client servicing needs.
Ability to work independently, take ownership of client relationships, and perform successfully with minimal supervision.
Effective organizational skills, including prioritizing tasks by importance.
Adaptability to change and ability to work independently and as part of a team.
Proactive approach to identifying potential problems, finding root causes, and resolving issues.
Mature critical thinking and analysis skills, including evaluating information, identifying key issues, and forming sound conclusions.

Nice To Haves

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

Responsibilities

Serve as the primary point of contact for clients, maintain consistent contact to improve service and satisfaction, and handle incoming calls professionally.
Manage and escalate client impacts to field and internal loan servicing teams.
Coach clients on best practices and product-specific details, 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 to help prevent escalations.
Analyze loan-level indicators to identify issues and provide guidance for product performance and client experience.
Process and resolve client and field requests involving compliance, report and insurance processing, loan status updates, and verification events.
Obtain and interpret data to create and present client information, using basic knowledge of billing processes, cycle reports, and lender file processing.
Review client portfolio reporting 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.
Manage multiple tasks while navigating 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 promptly 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 recurring issues within the scope of the position.