Senior Client Experience Coordinator - VFL

Description

About BST

At BST, we partner with our clients to take the pressure off and deliver the most responsive, advanced, and innovative solutions. Our professionals include highly trained and experienced CPAs, MBAs, and financial advisors. We are entrepreneurial and progressive thinkers looking out for your future. In addition to traditional accounting services, our solutions include business and asset valuation, forensic accounting, litigation support, wealth management, and outsourcing services for accounting, marketing, and talent strategy. 

Why choose BST:

· Diversity of our Expertise

· Communication is Open and Objective

· Professional Environment and Attitude is Fostered

· Advancement is Encouraged

· Ideas are Welcome

· Community Impact and Employee Engagement

· Name one of Albany’s Best Places to Work in 2018, 2019, 2020 and 2021

· Hybrid and Flexible Work Model

Please visit our website to learn more about BST’s Talent Experience.

About Valuation, Forensic Accounting & Litigation Support

Our valuation, forensic and litigation support services team is recognized as one of the most respected and renowned in the industry. Drawing upon our expertise in accounting, audit, and tax, we can help clients tackle the business and financial risks associated with disputes and fraud and create effective and efficient solutions to a wide range of dispute resolution matters.

About the Senior Client Experience Coordinator Role

The Senior Client Experience Coordinator provides client service support to enable the BST VFL Team to deliver an exceptional client experience, high quality service and to maximize production. Provides operational and documentation support to the team, while also identifying and capitalizing on opportunities to expand and retain client relationships. Provides support for end-to-end ownership of the client experience through collaboration, coordination, and personal ownership of all client activities with the VFL Team. Activities are seen through to completion with proactive communication (i.e., acknowledge requests, provide an estimated time of completion, and follow up). 

In this role, you will:

• Design and maintain VFL’s Dashboard to help maintain a robust Client Experience

• Own the workflow of electronic information to assigned team members

• Actively communicate and track the status of cases including significant dates including trial and deposition dates

• Provide management and oversight of administrative personnel and tasks including:

• New client onboarding process including data entry, follow up and resolving of delinquencies
• Ensures the integrity of client data held in the VFL Database
• Prepares and sends progress and monthly billings, ensures billing contact information is up to date
• Prepares client correspondence, contracts, memos, and spreadsheets
• Preparation of Expense Reports through Tallie, including itemizing and transferring to client WIP
• Schedules meetings and conference calls, orchestrates logistics of meetings including catering, assists with the development of presentation materials, records and distributes meeting notes 

• Respond to routine and complex client inquiries, with assistance from support Partner as needed

• Leverage team members to generate requests for information, research and issue resolution

• Interpret report documents and files to ensure on-time client deliverables

• Work with the Marketing team to update and maintain client contact database and coordinate regular marketing campaigns and strategies

• Professional Development Sessions - schedule, coordinate presenters, send reminders, completion of CPE forms (if needed), handouts, etc.

• Participate in VFL efficiencies, i.e., identify issues (determine if systemic), provide solutions, and escalate if appropriate

• Build and maintain effective working relationships with clients, attorneys, team members and other stakeholders to ensure high quality and seamless delivery of the Client Experience

• Assist with special projects and strategic team initiatives as assigned

• Serves as secondary back-up for Receptionist, including answering multi-line switchboard, greeting clients, handling faxes, scheduling meetings, setting up conference calls, sending/tracking packages, and curriers

• Acts in a professional manner in all client and team interactions

• May assist with other firmwide initiatives as needed

To be successful in this role, you will bring with you:

• Associates Degree: or 5 years’ experience in a professional services environment (accounting, law, engineering or architecture firms) is a plus

• Experience in workflow design/management and/or project management preferred

• Demonstrated proficiency and effectiveness in client service skills (including handling client/prospect and Center of Influence (COI) inquiries and relationships), communication skills (including verbal, phone and written), and problem resolution skills

• Demonstrated proficiency and effectiveness in organizational skills including the ability to balance multiple requests and prioritize tasks in an efficient manner or order to support multiple people

• Ability to interact effectively and collaboratively in a team environment

• Ability to work, make decisions and manage client relationships independently while managing competing priorities

• Ability to multi-task, quickly change direction and have an independent work ethic

• Ability to maintain all servicing aspects of the client relationship

• Ability to exercise discretion due to accessing and handling highly sensitive information.

• Demonstrated attention to detail

• Ability to learn and use proprietary software, databases, and systems including expense management and Time & Billing

• Proficient in all Microsoft Office Applications