Client Experience Support Specialist
Guidant Financial
full-time
Posted on:
Location: Arizona, Florida, Idaho, Kansas, Louisiana • 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
Junior
About the role
- Engage with clients by handling their inquiries promptly and effectively within scheduled timelines
- Build a solid foundation in 401(k) Plans and familiarize yourself with the 5500-filing process
- Consistently meet department Service Level Agreements (SLAs) for live calls, voicemails, email interactions, and Net Promoter Scores (NPS)
- Guide clients through various processes and systems to ensure they successfully complete their annual filings
- Maintain and update client records in our customer relationship management system
- Accurately upload investment management statements to the appropriate accounts
- Swiftly assess accounts for any pending documentation and communicate the necessary information to clients
- Conduct proactive reminder calls to clients about returning required information, completing their annual reports, and addressing any outstanding amendments
- Engage in ongoing training and development to become a subject matter expert on 401(k) plans
- Provide exceptional support to clients across a variety of scenarios
- Utilize E-Signature software to deliver documents to clients
- Assist Account Specialists with their queues when necessary
- Play a key role in team and departmental initiatives
- Execute additional tasks as needed
Requirements
- Growth Mindset: Eager to learn and continuously improve
- Adaptability: Comfortable with ambiguity and able to handle stressful situations calmly
- Client Relationship Skills: Skilled at de-escalating situations and making clients feel valued
- Proactive Communication: Willing to address issues directly and promptly
- Resilience: Ready to tackle challenges head-on
- Quick Learner: Capable of hitting the ground running and figuring out answers independently
- 1-2 years of experience in customer service or client support roles
- Robust verbal and written communication skills
- Proficient in using CRM software and Microsoft Office Suite
- Ability to handle multiple tasks and manage time effectively
- Great attention to detail and problem-solving abilities
- Experience in the finance industry is a plus
- Work From Home Requirements: A designated workspace to work from (home office)
- Work From Home Requirements: High-speed internet connection