CLIENT COORDINATOR JOB DESCRIPTION

A Client Coordinator keeps client relationships from quietly eroding. This role owns the daily operational layer between clients and internal teams, covering everything from benefit plan inquiries and ERISA-governed escalations to OKR-linked delivery tracking within third-party platforms. The work requires someone who can translate compliance complexity into clear client communication without losing momentum. It is a position measured in retention rates and resolved escalations, not just completed tasks.

As the Client Coordinator, you serve as the primary operational contact for a portfolio of accounts, ensuring timely delivery of services, accurate documentation, and measurable client satisfaction across a regulated financial or benefits administration environment. You work in close partnership with Client Managers and cross-functional teams, with accountability tied directly to quarterly KPIs that reflect client retention and issue resolution.

Career Impact: Coordinating accounts in a TPA or benefits administration environment builds the compliance fluency and stakeholder management depth that hiring managers in financial services actively seek at the Client Manager level.

Business Impact: When escalations are resolved accurately and on schedule, clients renew - this role directly moves net retention across the managed book of business.

Growth Opportunity: The daily exposure to client contracts, broker relationships, and loyalty or benefit product lines gives you a clear runway toward a Client Manager or Account Manager designation within two to three years.

• Serve as the primary point of contact for assigned client accounts, fielding benefit plan and service inquiries from clients and brokers.
• Coordinate with internal departments, including operations, QA, and compliance, to resolve client escalations within established SLA windows.
• Support Client Managers by generating client-specific reports and preparing materials for quarterly business reviews and open enrollment meetings.
• Monitor service delivery within third-party platforms to identify emerging issues and escalate unresolved cases to management promptly.
• Maintain accurate client records in the CRM, ensuring contact details, plan rules, and communication logs reflect current account status.
• Track and contribute to quarterly OKR and KPI targets by documenting outcomes, flagging risks, and participating in process improvement discussions.
• Participate in client-facing meetings, benefit fairs, and implementation calls to build account relationships alongside the Client Manager.

• Bachelor's degree in business, communications, or a related field, or equivalent work experience.
• 2 or more years of client-facing experience in a financial services, insurance, or benefits administration environment, with exposure to broker or TPA workflows.
• Working knowledge of employee benefit regulatory requirements, including ERISA, COBRA, HIPAA, and PPACA compliance frameworks.
• Demonstrated ability to manage competing priorities across multiple accounts while maintaining accuracy and meeting deadlines.
• Strong written and verbal communication skills, with the ability to translate complex plan or service information clearly for diverse audiences.
• Proven experience preparing client-facing reports and presentations, including data compilation and narrative summaries.
• Ability to work independently and in cross-functional teams, exercising sound judgment when escalation paths are unclear.

• Prior experience in a TPA, third-party benefits platform, or self-funded plan environment, including familiarity with claims adjudication workflows.
• Exposure to loyalty redemption programs, travel industry customer service, or financial institution client management.
• Experience managing client relationships across multiple time zones or within a matrixed organizational structure.
• Familiarity with CRM systems in an account management or client operations context.

• Client escalation resolution rate, measuring the percentage of cases closed within defined SLA windows.
• Account retention rate across the managed portfolio, reflecting the strength of ongoing client relationships.
• Report accuracy and on-time delivery rate, tracking how consistently client-specific outputs meet agreed turnaround standards.
• OKR attainment percentage each quarter, measuring contribution to team-level service delivery objectives.
• CRM data accuracy rate, reflecting how current and complete client records are maintained over time.
• Typical tools: CRM platforms (commonly Salesforce or similar); productivity and reporting suites (commonly Excel, PowerPoint, Outlook).

• Base Salary Range: $42,000 to $58,000 annually, depending on experience and industry segment
• Bonus: Discretionary annual bonus, typically 5% to 10% of base salary
• Equity: Not typically offered at this level
• Health Benefits: Medical, dental, and vision coverage; employer contribution varies by organization
• PTO: 10 to 15 days annually, plus standard US federal holidays
• Common Perks: Professional development stipend, remote or hybrid flexibility, employee assistance program

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background check completion is a condition of employment for this position, consistent with applicable state and federal law. All qualified applicants will be considered for employment without discrimination based on race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodations are available to individuals with disabilities upon request. Candidates must be authorized to work in the United States.

The Client Coordinator delivers timely tax service to clients by monitoring partner platform workflows, responding to internal inquiries, and driving quarterly OKRs tied to client outcomes. Working within a cross-functional team, the Client Coordinator partners with colleagues across all levels to build improved systems and sustain a consistent, high-quality client experience.

Key Responsibilities

• Connect with clients via phone, email, and platform to ensure timely delivery of tax services.
• Help clients maintain accurate tax filings through education and support.
• Monitor and manage tax service delivery within the partner platform to ensure an optimal client experience.
• Respond to and action inquiries from internal team members using knowledge of tax processes.
• Deliver on quarterly OKRs and KPIs as defined by the team.
• Participate in ideation and systematic improvement processes to build better systems and tools for clients.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 1 or more years of experience in a client-facing role.
• Proficient in CRM platforms, with experience in Salesforce or similar tools preferred.
• Demonstrated ownership mindset with high performance standards and a drive for continuous improvement.
• Strong client engagement skills, with the ability to meet client needs and exceed expectations.
• Collaborative and cross-functional, with the ability to work effectively in a flexible team environment.
• Self-starter with sound judgment and the ability to take initiative in ambiguous situations.
• Comfortable voicing opinions and receiving feedback openly across all levels of an organization.

Embedded within the client services team, the Client Coordinator shapes client retention by serving as a point of contact alongside Client Managers, generating reports, resolving claim issues, and supporting open enrollment and benefit fair presentations. Working closely with brokers, vendors, and internal departments, this position ensures that client questions are addressed promptly and that plan changes, terminations, and new group implementations are communicated accurately across all parties.

Core Functions

• Provide backup support to Client Managers for day-to-day client and broker questions and service issues.
• Generate and distribute client-specific reports and handle calls on behalf of Client Managers.
• Participate in client meetings to build relationships and understand unique client needs and concerns.
• Evaluate and resolve claim issues through the claims management system and escalate to Client Managers as needed.
• Present information at client implementations, benefit fairs, benefit elections, and open enrollment meetings.
• Coordinate communication across client, broker, internal departments, and vendors regarding plan changes, new groups, terminations, and new products.

Qualifications & Experience

• High school diploma or GED equivalent required.
• 3 or more years of experience in a TPA or insurance environment.
• Thorough understanding of self-funded and employee benefit plans.
• Knowledge of benefit-related federal laws, including ERISA, COBRA, HIPAA, and PPACA.
• Proficient in Microsoft Word, Excel, PowerPoint, Access, and Outlook.
• Strong analytical, problem-solving, and mathematical skills, with the ability to comprehend and follow instructions.
• Excellent written and verbal communication skills, with exceptional organizational and time management abilities.
• Ability to travel as required by the position.

Reporting to the production leadership team, the Client Coordinator owns the client-facing coordination of video marketing campaigns, acting as the liaison between clients and cinematographers and editors to ensure each project meets agreed standards. Partnering with the production team throughout each campaign, the Client Coordinator creates storyboards, reviews edits, and manages competing deadlines to deliver a high-quality final product for every client.

Primary Duties

• Act as liaison between clients and the production team, including cinematographers and editors.
• Create production booklets and storyboards to guide client video campaigns.
• Coordinate all ongoing video campaigns to ensure delivery of a high-quality final product for each client.
• Maintain working knowledge of each client's current priorities, open projects, and renewal opportunities.
• Review processes, edits, projects, and client feedback regularly to maintain exceptional customer service standards.
• Prioritize competing tasks and manage workload effectively to meet tight deadlines.

Skills & Qualifications

• 1 or more years of experience in a client-facing role with a proven track record of success.
• Exceptional attention to detail and organizational skills.
• Strong problem-solving ability with a proactive approach to identifying and acting on opportunities.
• Able to perform effectively under pressure and meet short deadlines in a fast-paced environment.
• Team-oriented attitude with a collaborative approach to working with colleagues.
• Empathetic, resourceful, and driven, with a commitment to delivering outstanding client experiences.

Sitting at the intersection of content operations and broadcast delivery, the Client Coordinator leads fulfillment and scheduling for a major broadcast network, coordinating content from external providers through to playout while managing day-of-air changes and live event schedules. Operating across programming, post-production, and external vendor teams in multiple locations, the Client Coordinator ensures that broadcast schedules are accurate and that all content is completed and delivered on time for air.

Duties

• Coordinate content delivery from providers to the broadcast facility and through to playout, managing materials airing days or hours before air.
• Communicate regularly with internal departments, including Broadcast Operations, Media Operations Center, and Program Prep, to facilitate content completion for air.
• Schedule edit and screening sessions in coordination with the internal Post Production team.
• Ensure accuracy of broadcast schedules using internal systems.
• Collaborate with broadcast and programming teams to understand daily schedules, day-of-air changes, and live events.
• Liaise with teams across diverse locations to ensure network needs are met for both broadcast and secondary distribution.

Requirements

• 1 or more years of experience in a production, post-production, or broadcast environment.
• 2 or more years of experience in a role requiring effective communication with diverse audiences, from senior leadership to technical operations staff.
• Proficient in Microsoft Outlook, Microsoft Excel, and general internet applications.
• Strong communication skills with the ability to work across departments and with external vendors.
• Able to work flexible hours, including overtime, weekends, and holidays with short notice.

A key member of the client services team, the Client Coordinator builds client relationships by completing reporting, resolving escalations, and supporting business reviews that surface revenue opportunities and risks across loyalty and financial institution accounts. Collaborating across internal departments, operations, and external clients, the Client Coordinator advances the deployment of digital products and customer engagement tools while maintaining clear documentation and following established procedures.

Functions

• Complete client reporting and data analysis to support account management and business review preparation.
• Resolve customer escalations by coordinating with the operations team, identifying root causes, and updating processes or training to prevent recurrence.
• Collaborate with the client team, internal departments, and clients on projects to advance and deploy digital products, data tools, and customer engagement initiatives.
• Follow established procedures for client and internal activities and develop new process documentation as needed.
• Prepare and present client business reviews using PowerPoint and Excel, incorporating product and industry trends.
• Support the Client Manager in understanding client contracts, identifying revenue opportunities, and managing client risk and audit needs.

Experience & Qualifications

• Bachelor's degree or equivalent work experience.
• Experience working with multiple stakeholders across diverse time zones and global locations preferred.
• Familiarity with loyalty rewards, the travel industry, or financial institutions preferred.
• Proficient in Microsoft Excel and PowerPoint, with the ability to learn similar software applications.
• Strong critical thinking and decision-making skills, with the ability to analyze information and draw sound conclusions.
• Detail-oriented and self-directed, with the ability to work both independently and collaboratively.
• Strong verbal and written communication skills across all organizational levels.

Accurate recordkeeping and prompt resolution of client inquiries define the contribution of the Client Coordinator, who owns case documentation, QA workflow tracking, and regulatory compliance across client accounts. Serving as the primary contact for clients and examiners, the Client Coordinator enters and retrieves data, escalates report concerns to management, and ensures all practices align with HIPAA and applicable state and federal regulations.

Accountabilities

• Handle and respond promptly to client inquiries regarding questions, report status, concerns, and general information requests.
• Enter and retrieve client and examinee information using appropriate systems and databases.
• Maintain daily contact with the QA department regarding workflow and pending report status.
• File and archive open and closed cases in the records management system.
• Verify that all client information and client-specific guidelines are current and accurately documented in the system.
• Direct calls appropriately to other departments as needed.
• Perform clerical duties including typing, filing, emailing, and proofreading.
• Assist in resolving customer complaints and quality assurance issues, notifying management of reported concerns when necessary.
• Ensure all practices comply with applicable state and federal safety and legal regulations.

Technical Qualifications

• Full understanding of HIPAA regulations and compliance requirements.
• Knowledgeable in multiple software programs, including Microsoft Word, Outlook, and Excel.
• Typing proficiency of at least 40 WPM.
• Accurate and thorough in data entry and documentation, with a commitment to continuous quality improvement.
• Able to follow instructions and respond to management direction accurately and reliably.
• Strong communication skills, including active listening and the ability to convey information clearly and ask clarifying questions.
• Able to work independently and prioritize tasks to manage time efficiently.
• Able to maintain confidentiality and handle sensitive information appropriately.
• Adaptable and composed under pressure, with the ability to manage change, delays, and unexpected events.
• Professional in appearance and conduct, with consistent attendance and reliability.