Customer Experience Representative

Job Title: Customer Experience Representative
Location: Bellevue, WA
Position Type: Full Time
Reports To: Client Services Supervisor, 401(k)

Who we are:

Guidant Financial, Inc. is revolutionizing the entrepreneurial journey by building tech enabled solutions that increase the number of people who succeed in small business. We help everyday people take the first step toward their dream through innovative business financing strategies.

We’re also a family of passionate and committed teammates who live and breathe the entrepreneurial spirit. We pride ourselves on our values:

  • Passion – We support the dreamers. Our team has supported 11,000 entrepreneurs secure over $3 billion in small business financing.
  • Adaptability – We embrace and drive change by relentlessly pursuing the latest tech solutions to help entrepreneurs realize their dreams.
  • Community – We lift each other up. Guidant is one of Seattle Business Magazine’s 100 Best Companies to work for because of our awesome culture and perks. We also care about the local community, partnering closely with a nonprofit to make a difference in the lives for those around us.
  • Excellence – We strive to get better every day. Last year, we helped over 2,000 entrepreneurs launch their small business. In 2016, we’re increasing the number of people who succeed in small business by leveraging over $400 million in capital to start new businesses.

Want to be a part of the fun?

We’re looking for a customer-centric problem solver to partner with our clients. This is not an ordinary call center role.  Guidant’s Customer Experience Representative supports the growing population of small business owners who depend on our 401(k) plan administration services. Not familiar with retirement plans? Don’t worry — we have a team of industry experts who thrive on answering questions and training the next era of 401(k) plan phenoms – you! Here’s what a day in the life looks like:

  • A big part of the role is talking on the phone with clients to resolve issues of varying complexity. We answer questions about 401(k) plan documentation for new employees, 401(k) plan compliance, the Annual Form 5500, and government requirements…you name it.
  • Getting a lot done. We have fun competing to see who can take the top spot responding to client emails and calls. If you like being bored, look elsewhere.
  • Partnering with financial institutions and custodians to help educate clients about their 401(k) structure.
  • Reviewing documentation our clients send to us for 5500 completions.
  • Brainstorming with the team. Complex questions and situations come up regularly and we don’t go-it alone.

Working with people is fun, but it isn’t always easy. You might be a great fit for the role if you have:

  • Willingness to navigate tough conversations with a focus on delivering a positive customer experience.
  • Ability to learn through on-the-job experiences.
  • Experience building professional relationships over phone and email.
  • Busy deadlines will require more time and effort by our team. Overtime will be expected leading up to our deadlines on April 15th and October 15th.
  • Drive to learn about retirement plans (experience in finance is a plus!).
  • A proactive approach to problem solving.
  • A competitive attitude about production.
  • Insane amounts of patience.
  • Jokes for days.
  • An Associate or Bachelor’s degree or equivalent experience.

Apply Now