What are the responsibilities and job description for the Online Director position at Merkle Retirement Planning?
Director of Client Experience
Craft comprehensive retirement plans that go far beyond traditional investment advice. We guide families through every element of retirement—from social security elections and income strategies to tax savings, health care, Medicare decisions, and legacy planning.
Key Responsibilities:
- Act as the primary liaison for our Leadership Team and Retirement Planners, addressing processes, managing escalated requests, and resolving issues related to client experience.
- Provide direction and mentorship to team members to ensure they meet their performance goals and KPIs through monthly one-on-ones and weekly team meetings.
- Oversee and optimize Client Experience processes to ensure efficiency and quality.
- Identify training and development needs within the Client Experience Team.
- Implement training programs and provide coaching to team members for skill enhancement.
- Identify personnel needs within the team and collaborate with executive leadership and Human Resources on strategies to attract talent.
- Collaborate and communicate with team members when performance falls below expectations or KPIs are unmet.
- Develop coaching and performance improvement plans to help remedy errors and help team members get back on track.
- Perform functional duties as needed within the team's structure, including lobby management, handling complex prospect and client inquiries, resolving disputes, and ensuring prospect and client satisfaction across all facets of the department.
- Monitor key performance metrics for the Client Experience Team and provide regular reports to the Leadership Team on team performance and KPIs.
- Evaluate and maintain high service standards.
- Identify opportunities to leverage technology and automation for improved Client Experience processes and initiatives.
- Maintain accurate records of lead, prospect, and client interactions and any service-related data.
Qualifications:
- Bachelor's degree from an accredited institution required.
