Client Excellence Coordinator

Firm Description

We are a 100% virtual tax & accounting firm with team members located all over the United States and headquarters in Wilmington, NC. We provide accounting, tax strategy & filing, financial advisory, tax controversy & resolution, and fraud & forensic investigation services to business and individual clients.

We’re on a mission to equip our clients with finance and tax insights that create exponential value for their companies, customers, employees, and families. Our team are A-players who execute on this vision every day and have a passion for delivering value to clients. Our innovative culture includes remote work, flexible schedule, job-sharing, an autonomous yet collaborative work environment focused on KPIs and culture, and health insurance and 401(k) matching.

We are seeking a Client Excellence Coordinator to join our growing team and help drive this mission forward. As a CEC, you will ensure a seamless client experience through the lifecycle of the relationship, and set the tone of our commitment to proactive and timely client communications.

Team members who thrive at our firm have impressive time management skills, are self-starters, take pride in the quality of their work, and most importantly, put the client experience front and center.

Position Objective

A successful Client Excellence Coordinator will create an exceptional experience both for the professional team and clients, while focusing on efficient and effective internal workflow. The CEC is the ultimate conductor to keeping workflow operations organized, efficient, and smooth. Day to day, you will provide support administrative assistance to the professional team, which includes serving as the primary point of contact for client relationships, making & returning phone calls, identifying, requesting, and sorting documents, organizing workflow schedules, and whatever else it takes to help your team be more productive and clients feel valued.

As such, it is important to be personable, professional, and helpful when working in this position.  You will carry out this role with a goal of complete satisfaction. The ultimate objective is to keep people, projects and processes operating at peak efficiency and clients happy and well cared for.

Areas of Responsibility

Client Communications and Experience:

• Build rapport with clients by engaging with them in an inviting, friendly, and professional manner, to deliver exceptional experiences and nurture lasting relationships

• Own first-level client relationships as their primary and trusted point of contact: If you don’t know the answer, you’ll get it for them

• Respond quickly, professionally, and accurately to all inquiries regarding appointments, assistance, work in, invoicing, payments, status requests, questions, complaints, feedback, etc.

• Proactively touch base with clients regarding projects in process, delays, good news, or simply check-ins to maintain the relationship and uncover additional ways to add value.

• Research information using available resources, including team members, to satisfy client inquiries

• Build and strengthen client relationships by consistently delivering value and prioritizing both proactive and responsive communications

• Translate “accounting” into “business owner speak”

New Client Onboarding:

• Participate in new client kickoffs and run new client onboarding and setup after handoff from the salesperson

• Set up additional services including payroll, bill pay, etc.

• Ensure all team members have the background they need for a successful handoff in tax, accounting, and advisory

• Own new client onboarding KPIs

Client Documents and Information:

• Pull client financial information from various sources, including payroll, third party payment processors, banks, QuickBooks, etc. in order to process books or tax

• Request additional information and documentation from clients that we can’t get ourselves

• Monitor client portals for submitted information, communicate missing information to clients and follow up consistently

• Keep accurate and up-to-date client information and records

• Own your clients’ Client Master Information Sheet and ensure it’s always up to date with data, business and personal pain points and goals, etc.

Workflow and Process:

• Prioritize, manage and complete of all daily, weekly and monthly responsibilities relating directly the Client Excellence Coordinator role

• Schedule annual work to meet client needs, meet or exceed internal deadlines, and achieve efficient resource management

• Plan and orchestrate work to ensure the workflow priorities are met, organizational goals are achieved, and best practices are upheld

• Manage scheduling for professional team in relation to workflow tasks

• Provide support to the Fulfillment Manager and professional team as directed to ensure that company goals and objectives are accomplished, and operations run efficiently

• Prepare extensions as needed

• Prepare 1099s, Business Property Tax Listings, and Annual Reports as needed

• Coordinate tax filings: Print tax documents and once signed, make completed documents visible to clients

• Coordinate financial reports: Share completed “Know Your Numbers” financial reports with clients

• Pitch in and help other team members as needed

• Deal with client tax office correspondence, including forwarding as required

• Log of each job on the electronic and visual workflow system

• Collate and prepare workpapers for tax

• Prepare the first draft of a job budget

• Monitor tax due dates and advising clients of such

Continuous improvement:

• Identify and help execute on opportunities to improve team and client communication, processes, efficiency, and collaboration

• Identify additional client service opportunities (such as advisory, tax strategy, or monthly accounting) and bring to manager

• Identify technology that will improve efficiency and accuracy

Expectations for Remote Work

• “Core” hours overlapping with other team members to collaborate efficiently

• Available via chat, phone, and video during core hours

• We provide a laptop, 2 monitors, and docking station as needed

You’re a good fit for Red Bike if:

• You’re an exceptional communicator who puts client experience front and center

• You thrive in a fast-paced environment and can multitask, prioritize, and organize your work autonomously

• You are extremely detail-oriented and make sure all the boxes are ticked off, but you bring in big-picture thinking to ensure a successful client experience

• You take ownership of your work and drive projects to completion on time and on target to meet strict deadlines

• You have the ability to solve problems and alleviate conflicts or escalate tactfully

• You have a flexible, “can do” attitude

• You want a career and long-term client and team relationships, not a job

Qualifications and Experience

Relevant Vocational or Tertiary qualifications will be considered. These could include relevant certificates and/or qualifications in administration, customer service, business management, business and information technology, or software specific to tax and accounting.

• Familiarity with a variety of software applications, such as Microsoft Office, project management software, QuickBooks Online, Double, Gusto, Bill.com, and the ability to quickly learn new programs.

• Prior experience in bookkeeping and customer service a plus