Client Services Coordinator

TEKsystems•Upper Merion Township, PA

3d•$24 - $25•Hybrid

About The Position

This position will work in a call center environment by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. Individuals will also work cross-functionally across teams in order to communicate and facilitate resolutions for any client satisfaction issues. 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 product teams to improve 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, providing solutions, and escalations as needed. Documenting updates on client accounts

Requirements

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

Responsibilities

Answering incoming emails and calls
Utilizing company policies to solve client issues
Escalating challenges to the managerial team when necessary
Working cross-functionally across teams to communicate and facilitate resolutions for any client satisfaction issues
Assisting with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met
Assisting with administration issues
Managing client expectations to avoid any disconnects with process and timing standards
Collaborating across all internal teams to resolve any client issues
Identifying and resolving system tickets at point of initial contact
Sharing data-driven insights with product teams to improve platform and planning roadmap
Participating 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
Supporting the team with handling complaints, troubleshooting problems, providing solutions, and escalations as needed
Documenting updates on client accounts