Client Experience Coordinator

Allied Solutions; Carmel (IN); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Onsite work

Medical, dental, vision coverage

401k with company match

PTO and holidays

Job summary

Allied Solutions in Carmel, Indiana is seeking a Client Experience Coordinator to deliver high-value client service with urgency. You will primarily perform data entry while handling client inquiries, guiding clients on using company sites, and escalating issues as needed.

You will collaborate with loan servicing teams, analyze client needs, support process improvements, and help maintain accurate client data across multiple systems.

Qualifications

• High School Diploma or GED required; Associate's degree preferred.
• 1–2 years of relevant client-servicing experience.
• Strong verbal and written communication skills.
• Resourceful, detail-oriented, and self-motivated to resolve issues.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Serve as primary client contact and maintain regular communication to maximize satisfaction.
• Handle inbound calls professionally and escalate impacts to field teams.
• Provide guidance on using company sites and best practices.
• Analyze loan level indicators and assist with data-driven improvements.
• Prepare and distribute client communications; support process changes.
• Collaborate with internal units to prevent issue recurrence.

Skills

Communication skills

Relationship management

Multitasking

Data entry

Problem solving

Attention to detail

Education

High School Diploma or GED

Associate's Degree or Vocational/Technical degree preferred

Job description

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 teamsCoach 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 expectationsMaintain client specific business rules; ensure internal business units are informed of changesOwnership 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 experienceProcess and resolve client and field requests according to compliance, report and insurance processing, loan status updates, and verification eventsObtain 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 changesMaintain 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 systemsIssue Resolution (15%)Ensure resolution of significant issues through coordination and collaboration with cross-functional teamsProvide corrective action to resolve loan or set up discrepancies; prepare and distribute communication to client and stakeholdersAbility to research issues quickly and thoroughly to develop clear messaging based on data and facts; ability to present information effectively to client and internal teamsMature critical thinking and analysis capabilities; able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgement, experience, and common senseCapture the voice of the client; qualitative and quantitativeCollaborate 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 preferredStrong communication skills; both verbal and written, necessary to develop and foster positive relationships with multiple clients and internal teamsBe resourceful, assertive, detail-oriented, and highly self-motivated to resolve critical client servicing needsAbility to work independently and take ownership of client relationships, perform successfully under minimal supervisionEffective organizational abilities are required, including the ability to prioritize tasks based on importanceBe adaptable to change and can work both independently and as part of a teamBe proactive and find problems before they occur; be resourceful and have the drive to find the root causeThe 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.#LI-AB2#LI-OnsiteWe 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.