Client Experience Coordinator

Client Experience Coordinator

Location Carmel, IN | Onsite

Compensation & Schedule

• $19.00 per hour

• Monday–Friday between 8:00 AM–6:00 PM

• Project (scheduled through end of year)

Role Impact

The Client Experience Coordinator operates with a high sense of urgency to ensure client needs and service-level agreements (SLA) are consistently met. This role supports high-volume inbox and data processing workflows while partnering with internal teams to prevent escalations and resolve issues quickly. Approximately 80–90% of the role involves data entry and operational processing, with 10–20% focused on problem-solving, issue resolution, and process improvement.

Key Responsibilities

• Manage and respond to high-volume email communications (approximately 26,000 per month) within one business day SLA

• Interpret insurance documents and multiple insurance types; respond directly or route to appropriate teams

• Maintain client-specific business rules and communicate updates to internal departments

• Process client and field requests including compliance reporting, insurance processing, loan status updates, and verification events

• Escalate client impacts as needed and collaborate with cross-functional teams to resolve discrepancies

• Research issues thoroughly, provide corrective actions, and prepare clear communications for clients and stakeholders

• Maintain quality standards to reduce risk and support state requirements

Minimum Qualifications

• High School Diploma or GED required

• 1–2 years of relevant client service or insurance experience preferred

• Strong written and verbal communication skills with ability to manage high-volume workloads

Core Tools & Systems

• Email management systems (e.g., Outlook or similar platforms)

• Loan servicing and insurance processing systems

• Case tracking and document management systems

Preferred Skills

• Experience in insurance, loan servicing, or financial services environments

• Ability to multi-task across multiple systems with strong attention to detail

• Demonstrated critical thinking, data analysis, and problem-solving skills

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