Client Experience Manager
Core
Managing escalated client compensation issues and coordinating workflow for the Commonwealth Compensation team to ensure timely resolution and process improvements.
Role type
Senior Client Experience Manager (Compensation Operations)
Builds
Escalated issue resolutions, corrected compensation payouts, and improved advisor service processes
Domain
Financial Services / Wealth Management / Compensation Operations
Deliverable
client delivery
Required skills
Escalation management, workflow coordination, data analysis with Excel, stakeholder communication, process improvement, service recovery
Preferred skills
Oracle commissions systems, Six Sigma Yellow Belt, white glove service experience
Technologies
Microsoft Excel, Oracle, Microsoft Suite (Word, PowerPoint, Outlook, Teams)
Responsibilities
Coordinating workflow and resources for scheduled payout cycles; Consulting and providing tailored service to advisors; Processing and correcting compensation issues; Sharing trends and pain points with leadership to drive process improvements; Providing subject matter support and coordinating resolution of escalated issues; Assisting with service recovery for aged requests and complex activities; Supporting overflow calls and cases
Seniority
Mid-Senior level, hands-on IC