The Client Experience Coordinator will operate with a high sense of urgency and will deliver the results in client management. This individual will make an immediate contribution by drawing upon previous client servicing experience. Working closely with other internal business units, the Client Experience Coordinator will be responsible for ensuring the client’s needs and expectations are being met by the organization.
Job Duties and Responsibilities:
Client Servicing (70%):
- Serve as the primary point of contact for clients; maintain consistent contact to maximize client service and satisfaction to improve overall client experience
- Manage and escalate any client impacts to field and internal loan servicing teams
- Train and coach clients in best practices and product specific nuances
- Effectively and professionally present information to clients and internal staff; facilitate service calls to review new or ongoing service expectations
- Maintain client specific business rules; ensure internal business units are informed of changes
Issue Resolution (15%):
- Ensure resolution of significant issues through the coordination and collaboration with cross-functional teams
- Provide corrective action to resolve loan or set up discrepancies; prepare and distribute communication to client and stakeholders
- Ability to research issues quickly and thoroughly to develop clear messaging based on data and facts; ability to present information effectively to client and internal teams
- Mature critical thinking and analysis capabilities; able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgement, experience, and common sense
- Capture the voice of the client; qualitative and quantitative
Data Analysis and Operational Processing (15%):
- Analyze loan level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performance and improve overall client experience
- Process and resolve client and field requests; report and insurance processing, loan status updates, and verification events
- Obtain and interpret data to create and present the client story
- Review and analyze reporting for client portfolio; work directly with management to implement process changes
Qualifications (Education, Experience, Certifications & KSA):
- High School Diploma required
- 2 or more years of directly related work experience required
- Strong communication skills; both verbal and written, necessary to develop and foster positive relationships with multiple clients and internal teams
- Be resourceful, assertive, detail-oriented, and highly self-motivated to resolve critical client servicing needs
- Ability to work independently and take ownership of client relationships, perform successfully under minimal supervision
- Strong organizational skills; must be able to prioritize workload based on importance; adaptable to change and must be able to work individually and part of a team
- Be proactive and find problems before they occur; be resourceful and have the drive to find the root cause
- Adapt to change in workload, department changes, and internal processes
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
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We offer our employees a robust compensation package! Our comprehensive benefits include: medical, dental and vision insurance coverage; 100% company-paid life and disability coverage, 401k options with company match, three weeks PTO by the end of the first year and much more. Allied proudly promotes from within as part of a strong commitment to providing career growth opportunities for employees of all levels. Our diverse business portfolio allows employees broad career options with the advantage of staying with the same organization.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
