Business Description: Responsible for the overall direction, coordination, implementation, execution, control, and completion of the projects by ensuring consistency with company strategy, commitments, and goals. Achieves operational objectives by strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change.

Basic Qualifications for Consideration

Position Purpose: Entitled of the direction/ coordination of implementations.

Essential Job Responsibilities:

Respond to customer inquiries received via email, web application, chat or correspondence Handle moderately complex issues analyzing and resolving problems for customers by determining and explaining the best solution for the problem Use online knowledge help systems to conduct research and answer questions Document actions taken in various systems required for each program Escalate issues to management and/or clients following defined procedures Perform data entry as assigned Maintain client customer service and satisfaction standards in all customer contacts Develop and maintain an excellent working relationship with internal/external customers Perform other duties as assigned

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Preferred Skills, Experience, and Education:

Education:

Bachelor's degree required. Equivalent relevant work experience may be substituted for education requirement
Job Related Experience:

Minimum 2 years' financial industry experience
Minimum +3 years' project management experience
Minimum +3 years' customer care experience
Additional Skills/Knowledge:

Strong English-speaking skills and client facing interaction
Ability to make decisions based on precedent and solve arising problems using sound judgment and experience.
Demonstrated project leadership skills.
Ability to work independently and assist other associates to drive quality and staff development
Proficiency in Microsoft Office (i.e. Outlook, Excel and Word).
Strong presentation, client management, organizational, verbal and written communication skills are required.
Ability to work in a high-pressure environment and transition efficiently from project to project and multi-task effectively.
Ability to effectively and clearly communicate and interact with client staff and management.
Proven skills in organizing and managing tasks and projects.
Exhibits leadership skills and a professional appearance and demeanor that generates confidence in customers.
Maintains calm and communication clarity under stress and while executing simultaneous, unrelated activities.
Ability to stay current on Company products, policies, procedures, and system enhancements.
Preferred Skills, Experience, and Education:

Project Management Capabilities
Experience in Client Care
Financial industry experience
Implementing or supporting Software as A Service

This role is not eligible to be performed in Colorado