Client Experience Coordinator

Role Purpose

The Client Experience Coordinator is responsible for owning the day-to-day administrative execution of jobs in their assigned market from received to paid in full. This role exists to ensure every file receives the consistent, high-quality client experience while supporting strong cash flow and timely collections. Client Experience Coordinators are expected to manage all administrative processes in their market and work files open to close without handing off responsibility.

Success Criteria and KPIs

The end-all KPI for this role is Days Received to Days Paid in Full. This metric is the primary driver of performance evaluation and bonus eligibility.

Supporting KPIs include:

• Collection performance equal to or exceeding 50 percent of invoicing from the prior two months
• DSO maintained below 55 days
• File accuracy and completeness
• Timeliness and quality of communication with customers, partners, and TPAs
• Adherence to administrative processes and standards

Experience Ownership

Client Experience Coordinators actively support cash flow by ensuring files are documented correctly, submitted on time, and billed in accordance with TPA and customer requirements. Coordinators must understand the requirements of TPAs, carriers, and partners in their market to prevent delays, rejections, or unbilled work that negatively impacts WIP and payment timing.

The Client Experience Coordinator ensures every assigned job progresses cleanly from received to submitted, approved, invoiced, and paid. Responsibilities include:

• Managing files from open to close with full ownership
• Reviewing documentation for accuracy, completeness, and compliance
• Submitting estimates, supplements, invoices, and required documentation
• Following up on outstanding items to prevent delays
• Assisting with collections efforts by tracking aging and supporting payment resolution
• Escalating issues early when something may impact payment or experience

This role serves as a primary point of contact for homeowners, commercial clients, adjusters, RFMs, CSRs, and TPA partners on assigned files. Additional responsibilities include:

• Maintaining consistent, professional communication throughout the life of the file
• Responding promptly to requests and questions
• Supporting CAT events through partner and account outreach as needed
• Escalating complex issues to the Director of Client Experience when appropriate

Platforms and Compliance

Client Experience Coordinators are expected to competently operate and maintain compliance within required systems and portals, including:

• TPA portals and profiles
• Profile Gorilla and Sublynk requirements
• PAS Alacrity workflows
• Vendor portals such as Vendor Shield, Vendor Cafe, and NetVendor
• Xactimate, DASH, and related estimating or documentation platforms
• Payment platforms including AvidXchange and ClaimsPay

Administrative Execution

Client Experience Coordinators are expected to be capable of running all administrative processes within their market. Responsibilities include:

• Managing assigned workload independently and responsibly
• Supporting billing, statements, and documentation accuracy
• Maintaining organized, up-to-date file records
• Capable of generating invoices and receiving payments in the necessary platforms
• Supporting teammates and filling gaps when needed to ensure continuity

Process and Reporting

Client Experience Coordinators are responsible for following established processes and contributing to continuous improvement. Responsibilities include:

• Adhering to documented workflows and standards
• Providing accurate status updates and reporting as requested
• Tracking file progress and identifying risks to payment early
• Communicating issues that could impact Days Received to Days Paid or DSO

Core Competencies

Success in this role requires:

• Strong ownership and accountability for assigned files
• Ability to manage multiple priorities without dropping details
• Clear, professional communication
• Comfort working in multiple systems and portals
• Willingness to follow processes and accept coaching
• Bias toward action that protects customer experience and supports timely payment