HYBRID-Client Services Coordinator- Bilingual

Contract to Hire position based in Scottsdale, AZ. Hybrid work arrangement.

About the role

This position operates in a call center environment, directly supporting plan sponsors by handling incoming emails and calls. You will apply company policies to resolve client issues and escalate challenges to the managerial team as needed. The role involves cross-functional collaboration to address client satisfaction issues, manage a book of business for advisors and sponsors, and ensure servicing needs are met. You will help manage client expectations, avoid process and timing disconnects, and resolve client issues through collaboration with internal teams.

Responsibilities

• Answer incoming emails and calls, utilizing company policies to solve client issues and escalate challenges when necessary.
• Work cross-functionally to communicate and facilitate resolutions for client satisfaction issues.
• Assist with a book of business for advisors and sponsors to ensure servicing needs and administration issues are addressed.
• Manage client expectations to align with process and timing standards.
• Collaborate with 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 updates and remediation progress.
• Conduct timely follow-ups to ensure high service levels.
• Create and manage tickets, providing follow-up as required.
• Support the team in 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.
• Bilingual in Spanish preferred.

Skills

• Customer service
• Call center operations
• Bilingual (Spanish/English)
• Retirement plans knowledge
• Data entry
• Financial services
• 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, and internal equity.

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, benefits for this temporary role may include:

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