Hybrid: Client Services Coordinator

TEKsystems•Phoenix, AZ

2d•$24 - $25•Hybrid

About The Position

This position will work in a call center environment, working directly with our plan sponsors by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. Individual will also work cross-functionally across teams in order to communicate and facilitate resolutions for any client satisfaction issues. Must live near Phoenix, AZ: 4 days onsite and 1 day remote after training - Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues. - Help manage client expectations to avoid any disconnects with process and timing standards. - Collaborate across all internal teams in order to resolve any client issues - Identify and resolve system tickets at point of initial contact - Share data-driven insights with our product teams to improve our platform and planning roadmap. - Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues. - Conducting appropriate and timely follow up to ensure the highest level of service. - Creating tickets and providing follow-up as required. - Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed. - Posting interaction within our tooling to document updates to client accounts.

Requirements

Customer service
Call center
retirement plans
data entry
financial services
customer experience
banking
client services
Strong customer service and administrative skills
Ability to problem solve and critically think
Strong attention to detail

Nice To Haves

Call center experience preferred
Financial services experience preferred
Bilingual Spanish preferred

Responsibilities

Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues.
Help manage client expectations to avoid any disconnects with process and timing standards.
Collaborate across all internal teams in order to resolve any client issues
Identify and resolve system tickets at point of initial contact
Share data-driven insights with our product teams to improve our platform and planning roadmap.
Participate in scheduled client conference calls to provide plan status and updates on remediation of any client issues.
Conducting appropriate and timely follow up to ensure the highest level of service.
Creating tickets and providing follow-up as required.
Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.
Posting interaction within our tooling to document updates to client accounts.