Client Services Coordinator
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
- 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
- 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
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
