Client Experience Coordinator

Client Experience Coordinator

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. About 80-90% of this job entails data entry, with the remaining 10–20% being problem solving and critical thinking, which may include process improvements.

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; handling incoming calls at a professional level.
• Manage and escalate any client impacts to field and internal loan servicing teams
• Coach clients in best practices and product specific nuances; instruct clients on how to utilize company sites to provide additional support.
• Effectively and professionally present information to clients and internal staff; occasionally participate in service calls to review new or ongoing service expectations
• Maintain client specific business rules; ensure internal business units are informed of changes
• Ownership of communication to prevent escalations; high level of soft skills.

Data Analysis and Operation 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 according to compliance, report and insurance processing, loan status updates, and verification events
• Obtain and interpret data to create and present the client story with a basic knowledge of billings processes, cycle reports and lender file processing.
• Review and analyze reporting for client portfolio; work directly with management to implement process changes
• Maintain quality standards at a high level to reduce premium loss along with processing quick issue requests that coincide with state requirements.
• Ability to navigate and decipher information provided in Process Definition, Lender Maintenance, and Reports on Demand.
• Mentor fellow co-workers upon management request.
• Assist with assigned projects as needed.
• Ability to multi-task while navigating within the environments of multiple systems

Issue Resolution (15%)

• Ensure resolution of significant issues through 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
• Collaborate with internal business units to alleviate the recurrence of identified issues within the scope of the position.

Qualifications (Education, Experience, Certifications & KSA):

• 1-2 years of relevant experience preferred.
• High School Diploma or GED required:
• Associate's Degree, or Vocational or Technical School Degree preferred
• 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
• Effective organizational abilities are required, including the ability to prioritize tasks based on importance
• Be adaptable to change and can work both independently and as part of a team
• Be proactive and find problems before they occur; be resourceful and have the drive to find the root cause