Client Experience Support Specialist

Job Description

Join Our Team! This is a fully remote opportunity with Guidant Financial, available in select states across the US: AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA, MO.

Compensation: $20 per hour, equivalent to an annual salary of $41,600.

Are you passionate about providing exceptional support to clients and helping small businesses grow? At Guidant Financial, we believe in empowering entrepreneurs and our team members alike! We've already helped launch over 20,000 businesses and created nearly 100,000 jobs by delivering innovative funding solutions. Now, we want you to be part of this exciting journey!

Our Core Values

• **Adaptability**: Welcome change and help others grow along the way.
• **Connection**: Build relationships, lift others up, and grow together.
• **Excellence**: Step outside your comfort zone to make improvements and satisfy your curiosity.

Your Role as a Client Experience Support Specialist

The Client Experience Support Specialist plays a vital role in supporting small business owners with the administration of their 401(k) plans. This dynamic position involves answering questions, guiding clients through the electronic signing of annual 5500 filings, and keeping them informed about any outstanding documents. You will engage in high-volume client communication via calls and emails, and will collaborate effectively with your team members in the 401(k) Administration Services department to deliver exceptional service.

What You’ll Do

• Engage with clients by handling their inquiries promptly and effectively within scheduled timelines.
• Build a solid foundation in 401(k) Plans and familiarize yourself with the 5500-filing process.
• Consistently meet department Service Level Agreements (SLAs) for live calls, voicemails, email interactions, and Net Promoter Scores (NPS).
• Guide clients through various processes and systems to ensure they successfully complete their annual filings.
• Maintain and update client records in our customer relationship management system.
• Accurately upload investment management statements to the appropriate accounts.
• Swiftly assess accounts for any pending documentation and communicate the necessary information to clients.
• Conduct proactive reminder calls to clients about returning required information, completing their annual reports, and addressing any outstanding amendments.
• Engage in ongoing training and development with the goal of becoming a subject matter expert on 401(k) plans.
• Provide exceptional support to clients across a variety of scenarios, demonstrating a genuine passion for delivering an outstanding client experience.

Additional Responsibilities

• Utilize E-Signature software to deliver documents to clients
• Assist Account Specialists with their queues when necessary
• Play a key role in team and departmental initiatives
• Execute additional tasks as needed

Requirements

Traits

• Growth Mindset: Eager to learn and continuously improve.
• Adaptability: Comfortable with ambiguity and able to handle stressful situations calmly.
• Client Relationship Skills: Skilled at de-escalating situations and making clients feel valued.
• Proactive Communication: Willing to address issues directly and promptly.
• Resilience: Ready to tackle challenges head-on, even in less structured environments.
• Quick Learner: Capable of hitting the ground running, learning quickly, and figuring out answers independently.

Skills and competencies

• 1-2 years of experience in customer service or client support roles.
• Robust verbal and written communication skills.
• Proficient in using CRM software and Microsoft Office Suite.
• Ability to handle multiple tasks and manage time effectively.
• Great attention to detail and problem-solving abilities.
• Experience in the finance industry is a plus.

Work From Home Requirements

• A designated workspace to work from (home office).
• High-speed internet connection.

Get ready to make a difference in the lives of small business owners while enjoying a fulfilling career at Guidant Financial!

Benefits

• Our People are Key to Success: Work with a team of smart, creative, fun and highly motivated people
• When You Grow, We Grow: Continue to learn with ongoing training, career pathing, and supportive leaders. For the last four years, Guidant has promoted more than 30% of our organization into new and exciting roles!   
• Wellness: Top benefits and perks including comprehensive health coverage (with free premium option), competitive salary, paid parental leave and a generous 401k match. Be able to disconnect with Paid Time Off of 3 weeks and 11 Paid Holidays.
• Flexible Work Arrangements: Work from the enjoyment of your home office. We work with entrepreneurs every day; we want you to have autonomy within your work structure with company provided equipment.
• Awesome Culture:  Be part of Guidant’s award-winning culture and have the experience to connect through coffee with senior leaders or hit a home run being part of our company sporting events.
• Empowering Equity and Inclusion: Be part of an inclusive work environment that gives employees a voice to speak up, be heard, and supported.

This is a fully and permanently remote work from home opportunity with a growing and stable company available in select states across the US: AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA, MO

Compensation: $20 per hour, equivalent to an annual salary of $41,600.