Client Experience Support Specialist

• **Adaptability**: Welcome change and help others grow along the way.
• **Connection**: Build relationships, lift others up, and grow together.
• **Excellence**: Step outside your comfort zone to make improvements and satisfy your curiosity.

• Engage with clients by handling their inquiries promptly and effectively within scheduled timelines.
• Build a solid foundation in 401(k) Plans and familiarize yourself with the 5500-filing process.
• Consistently meet department Service Level Agreements (SLAs) for live calls, voicemails, email interactions, and Net Promoter Scores (NPS).
• Guide clients through various processes and systems to ensure they successfully complete their annual filings.
• Maintain and update client records in our customer relationship management system.
• Accurately upload investment management statements to the appropriate accounts.
• Swiftly assess accounts for any pending documentation and communicate the necessary information to clients.
• Conduct proactive reminder calls to clients about returning required information, completing their annual reports, and addressing any outstanding amendments.
• Engage in ongoing training and development with the goal of becoming a subject matter expert on 401(k) plans.
• Provide exceptional support to clients across a variety of scenarios, demonstrating a genuine passion for delivering an outstanding client experience.

• Utilize E-Signature software to deliver documents to clients
• Assist Account Specialists with their queues when necessary
• Play a key role in team and departmental initiatives
• Execute additional tasks as needed

• Growth Mindset: Eager to learn and continuously improve.
• Adaptability: Comfortable with ambiguity and able to handle stressful situations calmly.
• Client Relationship Skills: Skilled at de-escalating situations and making clients feel valued.
• Proactive Communication: Willing to address issues directly and promptly.
• Resilience: Ready to tackle challenges head-on, even in less structured environments.
• Quick Learner: Capable of hitting the ground running, learning quickly, and figuring out answers independently.

• 1-2 years of experience in customer service or client support roles.
• Robust verbal and written communication skills.
• Proficient in using CRM software and Microsoft Office Suite.
• Ability to handle multiple tasks and manage time effectively.
• Great attention to detail and problem-solving abilities.
• Experience in the finance industry is a plus.

• A designated workspace to work from (home office).
• High-speed internet connection.

• Our People are Key to Success: Work with a team of smart, creative, fun and highly motivated people
• When You Grow, We Grow: Continue to learn with ongoing training, career pathing, and supportive leaders. For the last four years, Guidant has promoted more than 30% of our organization into new and exciting roles!
• Wellness: Top benefits and perks including comprehensive health coverage (with free premium option), competitive salary, paid parental leave and a generous 401k match. Be able to disconnect with Paid Time Off of 3 weeks and 11 Paid Holidays.
• Flexible Work Arrangements: Work from the enjoyment of your home office. We work with entrepreneurs every day; we want you to have autonomy within your work structure with company provided equipment.
• Awesome Culture: Be part of Guidant's award-winning culture and have the experience to connect through coffee with senior leaders or hit a home run being part of our company sporting events.
• Empowering Equity and Inclusion: Be part of an inclusive work environment that gives employees a voice to speak up, be heard, and supported.

Guidant Financial