Job Description
**Join Our Team - Client Experience Support Specialist (Fully Remote)**
Are you passionate about providing top-tier support to clients and helping small businesses thrive? We're looking for a **Client Experience Support Specialist** to join our team and make a meaningful impact! This is a **fully remote** opportunity available in select states across the U.S.: **AZ, FL, GA, ID, KS, LA, MI, MN, NC, NE, TX, UT, VA, MO.**
**Compensation:**
*$20 per hour (Equivalent to $41,600 annually)*
**Why Join Us?**
We are dedicated to empowering entrepreneurs and fostering growth, both for our clients and our team members. Our core values define how we work together:
- **Adaptability** - Embrace change and help others succeed.
- **Connection** - Build relationships, support others, and grow as a team.
- **Excellence** - Go beyond the expected, continuously learn, and innovate.
### **Your Role as a Client Experience Support Specialist**
As a **Client Experience Support Specialist**, you will play an essential role in supporting small business owners with their **401(k) plans**. You'll provide clear and friendly assistance, helping clients navigate the **5500-filing process**, ensuring they stay informed, and guiding them through electronic document signing. You will communicate regularly via calls and emails, ensuring an exceptional client experience while collaborating with your team in the **401(k) Administration Services department**.
**What You'll Do**
- Engage with clients by promptly handling inquiries within set timelines.
- Develop expertise in **401(k) plans** and the **5500-filing process**.
- Meet department **Service Level Agreements (SLAs)** for calls, voicemails, emails, and client satisfaction scores (**Net Promoter Score - NPS**).
- Guide clients through processes and systems to complete their annual filings successfully.
- Maintain and update client records in our CRM system.
- Upload investment management statements accurately to the appropriate accounts.
- Assess client accounts for any pending documentation and communicate necessary steps.
- Conduct proactive reminder calls regarding required information, reports, and amendments.
- Participate in ongoing training to become a subject matter expert in **401(k) plans**.
- Provide exceptional support and solutions to clients across various situations.
**Additional Responsibilities**
- Utilize **E-Signature software** to facilitate document completion.
- Support Account Specialists with workload management when necessary.
- Contribute to team and department initiatives.
- Take on additional tasks as needed.
**What You Bring to the Team**
**Traits**
- **Growth Mindset** - Eager to learn and continuously improve.
- **Adaptability** - Thrive in a fast-paced, ever-evolving environment.
- **Client Relationship Skills** - Skilled at **de-escalating** situations and making clients feel valued.
- **Proactive Communication** - Address issues head-on and with confidence.
- **Resilience** - Face challenges with determination and problem-solving skills.
- **Quick Learner** - Take initiative, learn quickly, and work independently.
**Skills & Competencies**
- 1-2 years of experience in **customer service** or **client support** roles.
- Strong verbal and written communication skills.
- Experience using **CRM software** and the **Microsoft Office Suite**.
- Ability to manage multiple tasks efficiently and meet deadlines.
- Detail-oriented with excellent problem-solving abilities.
- Prior experience in **finance** is a plus.
**Work From Home Requirements**
- A **dedicated workspace** (home office) for remote work.
- A **high-speed internet connection** to support daily operations.
**Benefits & Perks**
- **People-Centered Culture** - Work with a supportive, innovative, and collaborative team.
- **Career Growth Opportunities** - Ongoing training, career development, and internal promotions (over 30% of employees have been promoted within the company in recent years!).
- **Comprehensive Benefits** - Health coverage (with a **free premium option**), competitive salary, **paid parental leave**, and a **generous 401(k) match**.
- **Work-Life Balance** - Enjoy **3 weeks of Paid Time Off** plus **11 Paid Holidays**.
- **Remote Flexibility** - Work from the comfort of your home with **company-provided equipment**.
- **Engaging Culture** - Participate in virtual coffee chats with leadership, company sports events, and more.
- **Diversity & Inclusion** - Be part of a workplace where your voice is heard, valued, and respected.
If you're looking for a **remote career opportunity** that allows you to support small businesses while growing in a dynamic and inclusive environment, we'd love to hear from you!
**Apply Today!**
Take the next step in your career and join a team that values your contributions and helps you thrive.
Employment Type: Full-Time
Salary: $ 20.00 Per Hour
Job Tags
Hourly pay, Holiday work, Full time, Work from home, Home office,