Senior Client Services Associate

TEKsystems•Upper Merion Township, PA

7d•$28 - $30•Hybrid

About The Position

Successful candidates will be responsible for working directly with plan sponsors by answering incoming emails and calls, utilizing company policies to solve client issues, and escalating challenges to the managerial team when necessary. This team is often the first point of contact for customers, we are interested in hiring individuals with a passion to provide memorable client experiences with an ability to make quick and accurate decisions. 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 and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction. Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools. Provide detailed, accurate and timely responses to client email inquiries. Being the friendly, knowledgeable first point of contact for a high volume of inbound client phone calls. Conducting appropriate and timely follow up to ensure the highest level of service. Creating tickets and providing follow-up as required. Adhering to client-facing and internal service level requirements. Support the team with handling complaints, troubleshooting problems, and providing solutions, and escalating to our Legal and Compliance Team when needed.

Requirements

Strong communication skills
Prior experience in financial services customer service
Experience with retirement accounts or wealth management
Problem solving skills

Responsibilities

Answer incoming emails and calls
Utilize company policies to solve client issues
Escalate challenges to the managerial team when necessary
Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues
Manage client expectations to avoid any disconnects with process and timing standards
Collaborate across all internal teams in order to resolve any client issues
Be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction
Identify and resolve one-touch tickets at point of initial contact by utilizing available online tools
Provide detailed, accurate and timely responses to client email inquiries
Be the friendly, knowledgeable first point of contact for a high volume of inbound client phone calls
Conduct appropriate and timely follow up to ensure the highest level of service
Create tickets and provide follow-up as required
Adhere to client-facing and internal service level requirements
Support the team with handling complaints, troubleshooting problems, and providing solutions
Escalate to our Legal and Compliance Team when needed