Senior Customer Advocate handling customer inquiries and ensuring service excellence. Collaborating with teams and providing information about products and services.
About the role
- Client Success Advocate responsible for maintaining customer service standards for Orion’s technology and service. Facilitating advisor transition from customer to promoter with a focus on solution-oriented support.
Responsibilities
- respond to all client questions and issues received by phone, email, chat or letter in a complete and quick manner and act as a single point of contact for assigned clients
- analyze client requests and deduce and explore possible solutions or forwards request on to appropriate department following-through until resolution
- maintain, update and execute "Client Reference Guides" to ensure each client's needs are met
- regularly confirm the reference guide is meeting client expectations directly with operational contacts
- train advisors, as needed, on available Orion system technology capabilities
- counsel advisors regarding best practices, policies and procedures, as well as provide advice on how to handle situations encountered or requests
- act as a technology consultant to ensure advisor is fully utilizing Orion technology to support their business requirements
- ensure advisor is trained and made aware of new technology requirements, including reviewing each technology release in depth with the advisor
- plan, coordinate, and lead home office visits of assigned clients
- support advisor by training on best practices for maintaining and executing quarter-end processes
- support the execution of customized business processes for the advisor
- work with product managers and developers to complete functional specs for projects and submit those projects for development
- keep advisor informed throughout the development process
- test and verify technology works properly and then verify and certify it works to the client’s expectations
- act as project manager on non-technical projects.
- work with SME & Analyst teams to support multi-team projects keeping the advisor informed throughout the process
Requirements
- minimum of a high school diploma
- associate’s or bachelor's degree in business administration or related field
- minimum of 2 years of experience working with Orion technology
- owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization.
Benefits
- health, dental, vision, and disability coverage on day one
- 401(k) plan with employer match
- paid parental leave
- pet benefits including pawternity leave and pet insurance
- student loan repayment and more.
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