HYBRID-Client Services Coordinator

About the role

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

You will assist with a book of business consisting of advisors and sponsors to ensure their servicing needs are met and help manage client expectations to avoid process and timing disconnects.

Responsibilities

• 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-up 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
• Escalate issues to the Legal and Compliance Team 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
• Bilingual in Spanish required

Skills

• Customer service
• Call center operations
• Bilingual (Spanish/English)
• Retirement plans knowledge
• Data entry
• Financial services and banking
• Client services

Pay

The pay range for this position is $24.00 - $25.00 per hour. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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 specific elections, plan, or program terms. If eligible, the following benefits may be available for this temporary role:

• 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)

Schedule

This is a hybrid position based in Scottsdale, AZ, with a contract-to-hire arrangement.