Client Experience Coordinator at Allen Integrated Solutions LLC

Carmel, Indiana, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

High School Diploma or GED required; Associate's Degree, or Vocational or Technical School Degree preferred
1-2 years of relevant experience 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, including the ability to prioritize tasks

Responsibilities

Serve as the primary point of contact for clients; maintain consistent contact to maximize client service and satisfaction to improve overall client experience; handle incoming calls at a professional level (Client Servicing - 70%)
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
Analyze loan level indicators for overall awareness and issue prevention; provide strategic guidance to optimize product performance and improve overall client experience (Data Analysis and Operation Processing - 15%)
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
Ensure resolution of significant issues through coordination and collaboration with cross-functional teams (Issue Resolution - 15%)
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

Skills

Client Servicing

Data Entry

Data Analysis

Problem Solving

Customer Communication

Loan Servicing

Compliance Processing

Reporting Analysis

Process Improvement

Soft Skills

Allen Integrated Solutions LLC

Provides technical and management services for government security missions

About Allen Integrated Solutions LLC

Allen Integrated Solutions LLC specializes in a range of technical and management services aimed at enhancing performance in government and security sectors. With a focus on integration management, intelligence, cyber security, and more, the company expertly handles missions related to national security and defense. This firm stands out as a reliable provider of comprehensive systems engineering, technical assistance, and advisory services, making it a pivotal support system for complex federal operations.

Stafford, VA 22554, USAHeadquarters

2015Year Founded

VENTURE_UNKNOWNCompany Stage

Consulting, AerospaceIndustries

11-50Employees