Client Services Coordinator
About The Position
The Client Services Coordinator works in a call center environment and directly supports plan sponsors by responding to incoming emails and calls, applying company policies to resolve client issues, and escalating challenges to the managerial team when necessary. The role works across internal teams to communicate and facilitate resolutions to client satisfaction issues. The coordinator supports a book of business of advisors and sponsors, helps ensure servicing needs are met, assists with administration issues, and manages client expectations around processes and timing. The position also identifies and resolves system tickets at initial contact, documents client account updates, and follows up promptly to provide a high level of service. It supports complaint handling and troubleshooting, escalating matters to Legal and Compliance when needed, and shares data-driven insights with product teams to inform platform improvements and planning.
Requirements
- Strong customer service and administrative skills.
- Ability to problem solve and think critically.
- Strong attention to detail.
Nice To Haves
- Call center experience preferred.
- Financial services experience preferred.
- Bilingual Spanish preferred.
Responsibilities
- Answer incoming calls and emails from plan sponsors and use company policies to resolve client issues.
- Escalate challenges to the managerial team when necessary.
- Support a book of business consisting of advisors and sponsors, ensuring servicing needs are met and assisting with administration issues.
- Manage client expectations regarding processes and timing standards.
- Collaborate with internal teams to resolve client issues and satisfaction concerns.
- Identify and resolve system tickets at the point of initial contact.
- Share data-driven insights with product teams to improve the platform and planning roadmap.
- Participate in scheduled client conference calls to provide plan status and remediation updates.
- Conduct timely follow-up to ensure a high level of service.
- Create tickets and provide follow-up as required.
- Help handle complaints, troubleshoot problems, provide solutions, and escalate issues to Legal and Compliance when needed.
- Document client account updates in the company's tooling.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical Illness, Accident, and Hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off or leave, including PTO, vacation, or sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
