Client Services Coordinator
Career Level: Administrator
Job Title: Client Services Coordinator
Reports To: Director of NEACH Payments Group
Classification: Salary Basis with Benefits (28-34 hours per week)
Created: October 2023
Apply: Email your resume and cover letter to info@neachgroup.com
NEACH Mission:
NEACH is a membership-based, regional payments association focused on regulatory compliance, risk management, and operationally sound practices across various payment channels for member financial institutions and other organizations supplying payments-related services throughout New England.
- We serve as our members' strategic partner, helping advance their business goals by offering customized training, personalized support, and cutting-edge news and information
- We offer unparalleled knowledge of the New England payments landscape, from the developments affecting today's infrastructure to the changes shaping tomorrow's opportunities
- We serve as the united voice of New England's payments industry, advocating for our members and shaping the policies that drive opportunities and change
All NEACH employees:
Must support and be engaged in the following areas of the business
- Advocacy- shaping policy through professional associations and legal channels
- Outreach- supporting and taking care of members by ensuring all database information is accurate and current
- Training and Education- supporting the organization’s goal of educating members by contributing content, ideas and ensuring the department has valid information across all support tools
- Support the organization’s subsidiary NEACH Payments Group
Role’s connection to mission:
The Client Services Coordinator ensures the integrity of records maintained in the NEACH Payments Group database. This role is critical to guarantee our clients have the best possible experience and NEACH Payments Group meets its contractual obligations.
Database/Coordinator Duties: (CRM, Odoo):
- Create email marketing lists
- Add/Edit data into database software and checking to ensure the accuracy and consistency of the data that has been entered
- Resolving discrepancies in information and obtaining further information for incomplete documents
- Add leads and contracts to database
- Application Superuser
- Train Contractors/Consultants on application system(s)
- Setup opportunities for previous year clients
- Maintain/Update price book as required with up-to-date pricing and ensure accurate pricing cross over to prospects.
- Manage E*Sign process for all documents sent from the platform
- Send out contracts for client approval/review/signature
- Upload and track return of signed contract in CRM prior to scheduled engagement
- Set up entire engagement lifecycle
- Review and approve NPG contractor/consultant time sheets
- Generate Invoices and send to client
- Create, run and schedule reports as needed
- Assist in creating Sales Report for Quarterly Board Meetings
- Perform annual review of client/prospect information in database and make any necessary updates
Administrator Duties:
- Set up clients in the virtual environment
- Assist in responding to due diligence requests from clients and prospective clients
- Release final reports once completed by the Advisor(s)
- Send updated reports if necessary or create reports as needed
- Manage advisor notifications
- Manage advisor/consultant calendars
- Update engagement dates as necessary, ensure client is notified by the advisor
- Support the onboarding of contractors/consultants
- Train and support contractors/consultants as needed
- Create procedures and conduct training
- Recommend and develop process improvements
- Perform other duties, as assigned
Success in this role includes:
- Ability to handle multiple assignments and assess and analyze data, resolve issues while ensuring customer satisfaction both internally and externally.
- Ability to work at times at a fast pace
- Punctuality and consistent attendance
- Foundational knowledge of database applications – CRM systems, Odoo a plus
- Working Knowledge in Microsoft Word, Microsoft Excel, Adobe, and Smartsheet, Microsoft 365 Sharepoint
- Exceptional organizational and time management skills
- Interpersonal, communication, adaptability and problem-solving skills
- The capability to provide strong customer service skills both internally and client facing
- High level of attention to detail and commitment to quality and accuracy
- Maintain confidentiality and use discretion in all interactions
- Ability to follow written instructions
- Compliance with all company policies and procedures
Education and Experience:
- Associate degree recommended or at least two years of equivalent experience working with the required technical skills.
- Experience in Odoo is a plus as is a V15 Odoo Certification.
Physical Requirements:
- Must be able to remain in a stationary position 70% of the time
- Prolonged periods of sitting at a desk and working on a computer
- Constantly operate a computer and other office productivity machinery
- Frequently communicate, converse with, discuss and exchange information with clients, advisors, contractors, and staff