Client Experience Coordinator

Job Summary

The Client Experience Coordinator serves as the primary liaison between the client and the company throughout the new business and underwriting process. This role is responsible for providing quality updates to the client, answering client questions, and ensuring a clear understanding of each step. The coordinator independently manages cases, resolves vendor issues that may arise, and collaborates with the client to gather outstanding requirements efficiently to avoid delays.

A strong knowledge of the life insurance process, excellent communication skills – both written and verbal – and a commitment to superior customer service are essential. The coordinator requires professionalism, a service‑oriented mindset, and the ability to work collaboratively with internal teams to support the overall success of the account.

• Proactively follow up and communicate to support client/advisor satisfaction and understanding, ensuring the client understands each step in the process while providing superior service.
• Manage daily workload with emphasis on time management and quality standards.
• Review and assess requirements as needed.
• Serve as a single point of contact with customers.
• Receive and resolve complex and/or sensitive customer service inquiries, complaints, and problems with quality, accuracy, and in a timely manner.
• Proactively resolve any issues and inquiries.
• Manage the necessary components for the new business process directly impacting the client.
• Identify cases that need special handling.
• Accept ownership and suggest innovative solutions to meet branch/client needs while undertaking new and different requests.
• Explore opportunities to add value.
• Use expertise in life insurance process, customer service, terminology, and technology to support and enhance daily operations.
• Provide continuous scheduled telephone coverage as business needs dictate.
• Partner with Senior Case Manager to deliver a holistic experience to the branch.
• Perform other duties as assigned.

• Knowledge of the life insurance process (permanent and term products), including key impairments.
• Working knowledge of desktop applications such as Outlook, Word, and Excel.
• Knowledge of Smart Office and  (a plus).
• Critical thinking skills with the ability to identify and troubleshoot problems, and comfort with cases involving a high degree of complexity.
• Excellent verbal and written communication skills; clear and effective.
• Excellent interpersonal and relationship building skills to interact with internal and external clients.
• Discretion while managing confidential matters (e.g., medical records).
• Ability to work independently in a fast‑paced, multi‑faceted environment while focusing on critical deliverables.
• Knowledge of HIPAA rules and regulations.
• Comfortable in a team environment and supportive of corporate change.

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law.

We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

We are committed…