Client Services Coordinator - Remote | WFH

**Job Title: Employer Services Coordinator**

**About Us:**

We are a dynamic financial technology company dedicated to transforming the savings landscape. Our innovative platform redefines how individuals save for essential life milestones, including retirement, education, and healthcare. Currently, we support over 350,000 businesses and nearly 1.5 million active savers, managing over $30 billion in assets across all 50 states.

Our diverse range of products includes workplace retirement plans, employer-sponsored student loan repayment benefits, and various savings accounts tailored for education, emergencies, and individuals with disabilities. We proudly serve a wide array of clients, including financial advisers, employers, third-party administrators, financial institutions, payroll providers, government agencies, and individual savers.

**Who We're Looking For:**

We are on the lookout for an enthusiastic and dependable professional to join our team as an Employer Services Coordinator. In this role, you will be the friendly voice for our Plan Sponsors, addressing incoming emails and calls, resolving client issues using company policies, and escalating challenges to the management team when necessary.

As part of our mission-driven Client Success team, you will often be the first point of contact for our customers. We are eager to find individuals who are passionate about delivering exceptional client experiences and can make quick, informed decisions. As a Client Success Coordinator, you will collaborate across teams to communicate and facilitate resolutions for any client satisfaction issues. If you thrive in a hospitality-focused environment and have a strong customer service mindset, we want to hear from you!

**What You'll Be Doing:**

In your day-to-day responsibilities, you will:

- Manage a portfolio of advisors and sponsors, ensuring their service needs are met and assisting with administrative issues.
- Help set and manage client expectations to prevent any misunderstandings regarding processes and timelines.
- Collaborate with internal teams to resolve client issues, acting as the liaison between our clients and our internal teams to ensure effective communication and satisfaction.
- Identify and resolve straightforward inquiries at the first point of contact using available online tools.
- Share valuable insights with our product teams to enhance our platform and planning roadmap.
- Participate in scheduled client conference calls to provide updates on plan status and address any client concerns.
- Serve as the approachable and knowledgeable first point of contact for incoming inquiries.
- Conduct timely follow-ups to ensure the highest level of service.
- Communicate in a relatable and humanized manner to foster trust and loyalty.
- Create tickets and provide follow-up as needed.
- Adhere to client-facing and internal service level requirements.
- Assist the team in handling complaints, troubleshooting issues, and providing solutions, escalating to our Legal and Compliance Team when necessary.
- Document client interactions and updates within our systems.

**Requirements:**

**The Essentials:**

- A team-oriented mindset with the ability to multitask while managing a high volume of inquiries.
- Strong time management and organizational skills to ensure timely communication.
- A commitment to delivering superior customer service.
- A positive and proactive attitude.
- Proficiency in Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and navigating network directories, as we operate in a paperless environment.
- Excellent attention to detail and accuracy, with proficiency in numbers and basic calculations.

**The Extras:**

- Experience in the retirement industry.
- Relevant certifications such as Series 6, 7, 63, 65, 66, QKA, or QKC.

**Salary Range:**

The expected salary range for this position is $50,000 - $55,000.

**Our Benefits:**

As a growing startup, we have exciting milestones ahead and value the health and wellness of our team. We offer competitive health coverage, generous vacation time, and a hybrid office policy. Our bright and comfortable office in midtown Manhattan provides various workspace options to suit your productivity needs. We equip our team with all necessary tools to work effectively, whether in the office or remotely. Plus, we offer a fantastic 401(k) plan!

**Our Process:**

We believe in a transparent hiring process. Every candidate begins with 1-2 conversations to get to know our team and discuss your experience and interests. Depending on the role, next steps may include a skills assessment or deeper experience discussions, leading to a virtual or in-person interview panel. Before extending an offer, we conduct a reference check to connect with a current or former supervisor and peer.

Please note that all correspondence will come from our official recruitment email. Any communication from other domains is not from our recruitment team.

We look forward to welcoming a new member to our team who shares our commitment to exceptional client service!
Employment Type: Full-Time
Salary: $ 50,000.00 55,000.00 Per Year