Coordinator, Employer Services
Handle inbound inquiries from employer plan sponsors via email and phone, resolve issues using company tools, manage client expectations, and collaborate cross-functionally for resolutions in a hybrid office setting. Requires strong customer service, multitasking, and proficiency in office productivity tools.
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 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.
- 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.
- Being the friendly, knowledgeable first point of contact for inbound inquiries.
- Conducting appropriate and timely follow up to ensure the highest level of service.
- Communicating in a relatable, humanized way to promote trust and allegiance.
- 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.
- Posting interaction within our tooling to document updates to client accounts.
Requirements
The Necessities
- Team mentality and the ability to multitask while attending to a high volume of incoming inquiries.
- Strong time management and organizational skills to ensure the timeliness of all proactive and reactive communications.
- Strong commitment to superior customer service.
- Positive and proactive attitude.
- Proficiency is required with Excel/Google Sheets, Word/Google Docs, Adobe Acrobat, and browsing network directories as we are a paperless office.
- Excellent attention to detail and accuracy, proficient with numbers and basic calculations.
- Must be willing to work 9am ET to 6pm ET.
The Extras
- Retirement industry experience
- Series 6, 7, 63, 65, 66
- QKA, QKC
Compensation
- Expected base salary range: $50K - $55K base.
- Eligible to participate in the Company Bonus Pool.
- Eligible to receive new hire equity in the Company.
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