Client Services Coordinator

hace 15 horas

Colombia Investment Hr A tiempo completo

At Infiniti HR , the foundation of our business is customer service. We measure success by the clients’ level of satisfaction. We provide services with a relentless pursuit of providing superior quality customer service and a commitment to exceed our clients’ expectations. This impact on a company’s profitability has led to our prestigious standing as one of the top PEOs in the nation. As a premier human resources solutions provider, Infiniti HR can also be the best place to advance and shape your career.

Commitment – Innovation – Teamwork – Accountability - Fun & Adventure

The Client Services Coordinator is responsible for supporting the vision and goals of the Client Services Department by providing clients with an exceptional service experience and collaboratively partnering with all internal service teams. This role is expected to consistently strive for a service approach that provides clients with simplicity and confidence as it pertains to the resolution of challenges and questions.

The Client Services Coordinator must also be eager to learn and grow as well as be dedicated to quality client service. All members of Client Services must approach and solve challenges in a patient and consultative manner, while applying a sense of urgency as appropriate. The individual in this role is expected to perform all duties in a manner that is consistent with the company’s vision and values.

Essential Duties and Responsibilities:

  • Cultivates strong relationships with clients and internal and external partners to deliver quality service
  • Proactively identifies opportunities to enhance clients' service experience
  • Collaborates and communicates with internal service teams and/or department heads regarding resolution to client challenges, requests, and/or process improvements
  • Provides HRIS related support to include adding/removing employee access per client request, provides proper links needed to login and access system and provides requested reports in a timely manner
  • Main point of contact for Wage Card. Manages and maintains compliance in all processes and procedures to include initial card set-up, distribution, and logging temporary cash cards; troubleshooting, researching, and responding to cash card issues as appropriate and/or necessary; and ensuring adequate supply of cards at all times
  • Answers general payroll questions and assists employees with payroll vouchers as needed and/or requested as well as password resets for the employee portal
  • Partners and maintains consistent and productive communication with Virtual Assistant (VA) to set up new cases and new hires; scan and send verifications; support verification mailings; scan and send WOTC’s; conduct Implementation training as needed; and act as back up for unemployment claims and verifications support.
  • Manages, maintains and utilizes software (Qualtrics) to distribute surveys, collect and analyze response and compile data to present findings, generally in report form, to leaders or clients
  • Manages the services email and voicemail “inbox”
  • Manages and process the Worker’s Compensation refund program
  • Updates and maintains electronic documentation which includes organizing and cleaning up internal drives; creating new folders as needed; and working with Client Services Manager to document and develop new processes
  • Participates in Special Projects as needed and/or required.
  • Thrives in a fast-paced environment and is able to balance numerous projects and tasks, and has the ability to keep up with changing priorities
Requirements
  • Associates Degree and at least 1 - 2 years of applicable Client Service experience
  • Working knowledge of Federal/State tax laws pertaining to payroll processing
  • Proficient in Microsoft Office programs, especially Excel
  • Prior experience using PRISM or a comparable HRIS system
  • Prior experience with a PEO, ASO, HRO, and/or BPO service model(s)
  • Prior experience with payroll and HRIS software
  • Prior experience using Qualtrics or other similar survey software
  • Ability to build relationships of trust with new and existing clients and constantly add value and credibility to a service model
  • Ability to relate to business owners and their staff, showing empathy or sympathy as appropriate, and simplify processes that may initially look complicated
  • Ability to interact with clients in a consultative manner, with an understanding of and appreciation for quality client service
  • Exceptional communication, verbal and written comprehension, and interpersonal skills that positively benefits interactions with clients, vendors, partners and co-workers at all levels
  • Results motivated, with an ability to work with a sense of urgency, in a manner that allows clients and worksite employees to feel valued; documenting, tracking and managing outcomes
  • Understanding of, or ability to quickly learn, how Payroll, Benefits Management, HR Management, and Risk Management affects the client experience AND payroll accuracy
  • Working knowledge of labor law compliance and best practices that affect the delivery of payroll, benefits, and human resource services - understand how to research and find appropriate answers
  • Ability to work autonomously and within a team, with an understanding of when issues need to be escalated to the department manager
  • Exceptional communication, verbal and written comprehension, and interpersonal skills that positively benefits interactions with clients, vendors, partners and co-workers at all levels
  • Sensitivity to problems or challenges; an ability to identify when something is wrong or is likely to go wrong, with the skill to effectively communicate with clients in a professional manner
  • An ability to analyze information, evaluate results, and implement the best solution to solve problems or challenges
  • Self-motivated, with a desire to learn, develop, stay up-to-date technically and apply new knowledge to the job
  • Ability to remain positive, professional, and patient across the board at all times
  • Ability to be trusted with confidential material and abide by all Privacy Law regulations; Federal, State and Industry specific
  • Must be flexible and accessible, able to adjust work schedule to meet the client or other business needs as necessary
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