Client Experience Specialist (Personal Services)

Join a great place to work with MissionSquare, a financial services corporation with approximately $79 billion in assets under management and administration and over 600 employees. Founded in 1972, MissionSquare is dedicated to the retirement needs of public sector employees. We focus on delivering results-oriented retirement and retiree health savings plans, education, investment options, personalized guidance, and related services to public sector participants in more than 9,200 plans and nearly 2 million participant accounts. We strive to make the administration of retirement programs as easy and cost-effective as possible. We have an extraordinary talent base and invite you to consider joining MissionSquare's Client Experience team.

The Client Experience Specialist supports three primary functions within the Client Experience division: Rollovers, Escalations, and Beneficiary Support. This role acts as a key liaison between customers and back-office processing teams, ensuring a seamless and transparent customer experience. The Specialist proactively addresses communication gaps, resolves roadblocks, and supports customer needs throughout their retirement account processes.

Essential Functions for this role include:

• Act as liaison communicating with Mission Square Retirement (“MSQ”) licensed representatives, outside record keepers, MSQ plan services, MSQ product owners & clients with service needs to achieve resolution.
• Serving as the primary point of contact for customers, answer and respond appropriately to operational and procedural inquiries from internal partners or participants through various intake methods involving roll-ins, beneficiary claims, escalations, or operational processes.
• Monitor customer cases to anticipate delays or issues and provide proactive updates to customers.
• Work with back-office processing teams to identify and resolve delays or roadblocks in retirement account transactions & escalate unresolved or complex cases to the Lead Client Experience Specialist as needed as well as partner with the Lead Client Experience Specialist and other team member to identify process improvement opportunities.
• Provide subject matter expertise and in-depth knowledge of roll-ins, beneficiary claims, escalations, or operational processes to streamline and improve our processes and procedures to reduce the overall time of resolution and to aid in a seamless client experience.
• Monitor customer cases to anticipant delays or issues providing proactive updates to customers and facilitating communication between customers and processing teams to bridge gaps in understanding and expectations.
• Attend internal meetings and product trainings regarding Mission Square's adherence to IRS requirements and changes concerning all retirement plans.
• Follow practical application of all compliance, regulatory, and company policies and guidelines including IRS and MSQ Compliance dept.
• As customer liaison maintain proactive communication with customers regarding the status of their requests, ensuring transparency and clarity throughout the process and ensure that customer requests are accurately documented and communicated to relevant stakeholders.
• Advocate for customer needs by proactively identifying and mitigating barriers to a seamless client experience & educate customers (external and internal) on retirement account processes to set clear expectations and reduce confusion.
• Other duties assigned

If you have the following skills, we encourage you to apply:

• BA/BS or equivalent experience.
• 5+ years of experience in a customer-facing role, preferably in financial services or retirement account management.
• Strong problem-solving, and interpersonal skills.
• Environment to include frequent (e.g., daily) communications with customers via telephone or email. Problem solving, attention to detail, interpersonal communication, time management, adaptability, data analysis.
• Experience with Service Level Agreement (“SLA”) management.
• Excellent written and verbal communication abilities.
• Strong oral communications, business writing and interpersonal skills
• Ability to connect with participants via the phone and provide a quality customer service experience.
• Ability to connect with people in a friendly, professional manner.
• Ability to analyze information to determine the issue then research, resolve, and communicate the outcome
• Familiarity with financial services brokerage products.
• Proficient MS Office Skills (Outlook, Word)
• Strong attention to detail

 To benefit your career and support your wellbeing, we offer:

• Competitive Total Rewards (compensation and benefits) package, including 401(k) Plan with matching contributions
• Varied incentive plans
• Flexible/Hybrid work schedules
• Wellness programs
• Tuition reimbursement
• Professional and career development courses
• Mentoring programs
• Volunteerism program 

 As a company, MissionSquare is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.

 

Equal Opportunity Employer
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