Hybrid -Client Services Coordinator- Bilingual

TEKsystems•Scottsdale, AZ

1d•$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. The individual will also work cross-functionally across teams in order to communicate and facilitate resolutions for any client satisfaction issues. The role involves assisting with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and to assist with administration issues. It also requires managing client expectations to avoid any disconnects with process and timing standards, collaborating across all internal teams to resolve client issues, and identifying and resolving system tickets at the point of initial contact. The role includes sharing data-driven insights with product teams to improve the platform and planning roadmap, participating in scheduled client conference calls to provide plan status and updates on remediation of client issues, and conducting appropriate and timely follow-up to ensure the highest level of service. Additionally, the position involves creating and following up on tickets as required, supporting the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to the Legal and Compliance Team when needed. The role also requires posting interactions within the tooling to document updates to client accounts.

Requirements

Customer service
Call center
Bilingual in Spanish/English
Bilingual Customer support
Retirement plans
Data entry
Financial services
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.