Bilingual Client Services Coordinator

This position is a hybrid, contract-to-hire role based in Scottsdale, AZ, requiring 4 days a week on site.

About the role

This position will work in a call center environment, directly assisting plan sponsors by answering incoming emails and calls. You will utilize company policies to resolve client issues and escalate challenges to the managerial team when necessary. The role involves cross-functional collaboration to facilitate resolutions for client satisfaction issues.

Responsibilities

• Assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are met and address administration issues.
• Manage client expectations to avoid disconnects with process and timing standards.
• Collaborate across internal teams to resolve client issues.
• Identify and resolve system tickets at the point of initial contact.
• Share data-driven insights with product teams to improve the platform and planning roadmap.
• Participate in scheduled client conference calls to provide plan status and updates on issue remediation.
• Conduct timely follow-ups to ensure the highest level of service.
• Create and manage tickets, providing follow-up as required.
• Support the team with handling complaints, troubleshooting problems, and providing solutions, escalating to Legal and Compliance when needed.
• Document updates to client accounts within company tooling.

Requirements

• Strong customer service and administrative skills.
• Ability to problem-solve and think critically.
• Strong attention to detail.
• Call center experience preferred.
• Financial services experience preferred.

Pay

The pay range for this position is $24.00 - $25.00 per hour.

Benefits

Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may include:

• Medical, dental, and vision insurance.
• Critical Illness, Accident, and Hospital coverage.
• 401(k) Retirement Plan (Pre-tax and Roth post-tax contributions available).
• Life Insurance (Voluntary Life & AD&D for employee and dependents).
• Short- and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation, or Sick Leave).