Client Success Coordinator

Job Purpose:
To coordinate client needs, answer questions, and direct clients to the appropriate department for assistance. This role involves daily client interactions, developing an extensive knowledge base over time, and ensuring exceptional client service.

Key Responsibilities:

Client Communication:

• Provided customer service and assisted as a primary contact for clients regarding the wide range of services offered.
• Respond to all correspondence within 1-2 business days.
• Communicate with clients via phone, email, and chat to provide information, answer questions, and follow through on requests.

Client Coordination:

• Work with clients to coordinate their needs and ensure they are directed to the appropriate department for assistance.
• Utilize the resources and knowledge of each professional in their respective departments to address client needs.

Knowledge Development:

• Develop a thorough understanding of asset protection, business structures, entity formation, estate planning, and capital development.
• Continuously expand knowledge base to serve clients better and improve client experience.

Process Improvement:

• Identify opportunities for improving client communication and coordination processes.
• Implement best practices to enhance efficiency and client satisfaction.

Administrative Support:

• Assist with various administrative tasks as needed to support the Client Success team.
• Perform all other duties as assigned by management to support the overall objectives of the organization.

Competencies:

Integrity

• Consistently demonstrates ethical behavior.
• Addresses minor ethical issues independently.
• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.
• Takes responsibility for the outcomes of projects.
• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.
• Handles more complex customer inquiries and complaints.
• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.
• Balances multiple tasks and projects effectively.
• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.