Client Care Specialist at Gateway Services providing quality customer service in pet aftercare. Responsible for customer interactions, product knowledge, and administrative tasks while ensuring client satisfaction.
About the role
- Client Services Representative managing relationships for TPA and Non-TPA clients in FinTech. Ensuring smooth transitions for retirement plans while fostering business growth and client retention.
Responsibilities
- Serve as the main contact for assigned TPA partners to transition their plans on and off our system.
- Collect and Review all Legal documentation required to bring plans on and off system, ensuring everything is in good order
- Monitor initial plan funding to ensure all assets have transferred, addressing issues as they arise and escalating if necessary.
- Proactively engage clients to identify and anticipate emerging needs beyond immediate requests
- Understanding of client’s agreements to help facilitate questions around invoicing/billing, pricing, and general agreement questions
- Partner with Client Development to look for cross-selling and growth opportunities
- Seek and provide client feedback in the development of new products or product improvements
- Ensure clients are aware of API and ongoing enhancements; coordinate training/testing with SME and log new requests
- Deliver quality products and services by attending internal training and providing training to client
- Schedule, lead and document regular client meetings as required for all facets of the client relationship from service, products, enhancements, and invoicing
- Monitor client requests by researching and gathering information and providing continual client updates
- Schedule virtual one on one with CS partner(s) ongoing to ensure mutual client support and address open items
Requirements
- Bachelor’s degree or equivalent experience preferred
- 1-3 years of financial industry experience, and 1-2 in a relationship management capacity
- Retirement industry certification preferred, but not required
- High Attention to detail
- Excellent written and verbal communication skills
- Understanding of how to execute process management
- Ability to work under tight deadlines
Benefits
- Flexible work arrangements
- Professional development opportunities
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