Now Hiring - Slavic Integrated Administration Inc - Account Specialist, Client Success FULLY REMOTE in Boca Raton, FL

Job Description

Job Title: Client Success Account Specialist

Department: Client Success FLSA Status: Non-Exempt Job Status: FT

Reports To: Client Success Manager Positions Supervised: N/A

Work Schedule: Monday – Friday, Shift Varies between 8:00 AM – 8:00 PM EST

POSITION SUMMARY

The Client Success Account Specialist is responsible for developing customer relationships that promote retention and loyalty within Slavic401k’s small market retirement plans. This role will act as the primary liaison for the service side of the client relationship including responsibility for relationship management and service delivery for our small market plans. The Client Success Account Specialist will partner with Relationship Managers, Account Managers, and departments across the organization to work towards ensuring clients are satisfied with services provided, promptly handling client requests, and improving any areas of dissatisfaction. This position requires the ability to work with and cater to various personality types and comfortability conversing with business representatives via inbound phone calls and emails.

ESSENTIAL FUNCTIONS

• Provide concierge-level customer service support via inbound phone calls and emails to small market professional employer organizations (PEOs), payroll companies, and worksites.
• Provide accurate, timely, and client-focused service while ensuring department performance metrics such as quality, handle time, VOC, and adherence are met.
• Embrace a culture of teamwork, problem solving, and customer centricity to provide exceptional customer experiences that emphasize first contact resolution.
• Utilize multiple CRM applications such as Salesforce, Relius, and other systems to assist with addressing client questions and resolving requests.
• With support and mentorship, build and maintain strong relationships with a focus on client satisfaction, maintaining client communication, overall management of the relationship.
• Work as a team to demonstrate a consultative approach towards clients by acting as the point of contact via in bound phone calls and department email inboxes for information and resources related to servicing of retirement plans for clients.
• Act as the liaison between clients and internal departments to facilitate successful resolution of client issues and to relay customer feedback. This includes working with leadership on escalated calls and communications from PEOs, payroll companies, and worksites.
• Provide clients with available resources for better plan tracking and plan management as well as education on organizational or regulatory updates.
• When requested, host virtual meetings with clients and/or the worksite 401(k) representative to discuss upcoming plan changes, plan amendments, disclosures, etc.
• When requested, develop customized reporting based on client need.
• Ensure client satisfaction, improve client promoter scores, and proactively solicit feedback to drive process improvement.
• Conduct research on plan designs, 401(k) rules, and 401(k) regulations in order to communicate the nuances, restrictions, and other pertinent information to clients.
• With support, prepare plan amendments pertaining to entry dates, eligibility, and/or vesting schedules, as requested.
• With leadership support, participate in small projects centered on department initiatives to increase efficiencies, decrease cost and document changes in processes and procedures.

SKILLS & ABILITIES

• Accountability – demonstrates ownership, commitment, and prioritization to meet established deliverables.
• Adaptability – ability to adapt to change and be open to new ideas.
• Client Focused – demonstrates a client first approach to servicer while maintaining regulatory and organizational compliance.
• Problem Solving – strives to understand contributing factors and works to resolve complex issues. Demonstrates a forward-thinking mentality of process improvement.
• Strong analytical skills and keen attention to detail.
• Highly articulate with excellent interpersonal skills.
• Ability to build internal relationships and communicate effectively.
• Ability to work independently with oversight by manager.
• Effective organizational skills and ability to handle multiple assignments at a given time.
• Self-motivated and enthusiastic.
• Strong written and oral communication skills.
• Proficiency using Microsoft Office.

Experience

• 2+ years of client facing customer service experience
• 1+ year 401(k) industry experience required
• 1+ year of Salesforce experience preferred

Education

• Bachelor’s degree in Business or related field preferred, or equivalent work experience

Certificates & Licenses

• New hire 401k compliance course passed within 90-days of hire with 70% or higher

Work Environment

• Extended sitting and computer work.

Must have the ability to work remotely – including secure Wi-Fi, home workspace, and excellent time management skills.