Client Excellence Coordinator

About the role

As part of our operations team, you will play a critical role to ensure a high level of customer service to both our staff and clients. This includes organizing information and responding to and anticipating client service requests so we can better service our clients and continue to ensure we output the high-quality work that we are known for. Coordinators can think independently, take initiative and perform the duties with a high degree of accuracy while maintaining a positive attitude as is essential to succeeding in this role.

Responsibilities

• Contacting clients for missing information required to complete their tax/accounting work
• Obtaining and organizing incoming client information, assessing for completeness and utilizing appropriate software systems to accurately maintain information
• Cooking deliverables to client
• Working with client investment advisors to ensure required information is obtained for client work
• Assisting in the coordination of outsourced tax returns
• Maintaining client contact information and instructions
• Scheduling and email correspondence on behalf of professionals
• Coordinating incoming prospects through a sales pipeline
• Aiding in the facilitation of new client onboarding
• Maintaining a high-quality client journey
• Cooking intradepartmental communication
• Cooking meetings internally and externally

Qualifications

• One or more years of client service, accounting, financial or law industry experience. Tax and accounting experience preferred.
• Minimum of an Associate degree or equivalent work experience
• Extremely high attention to detail
• Immediate proficiency with Microsoft Office. Tax software and CRM experience preferred
• Demonstrate ability to learn and work with various software programs with relative ease
• Excellent listening, written and verbal communication skills
• Time management and organizational skills; ability to handle multiple responsibilities and changing priorities
• Ability to analyze situations critically and objectively to produce the best possible outcome
• Escalate operational and client issues as needed
• Customer service focus and ability to multitask
• Discretion when handling confidential information

Benefits

We experience periods of peak workload, typically from January to April 15th and September to October 15th, with busier periods being closer to deadline dates. A requirement of this role is the ability to work occasional overtime during this peak workload period and that may include a partial Saturday(s).