About the role

(Only accepting applicants residing in the continental United States or Peru).

The Client Communications Specialist serves as a frontline point of contact for client inquiries, ensuring timely, accurate, and professional communication. This role is responsible for responding to inbound client emails and calls, documenting requests, and routing items to the appropriate internal teams in accordance with established protocols.

This position does not make operational commitments or decisions and operates under clear escalation guidelines to ensure accuracy and consistency in client communications.

What you'll do

Client Communication & Support

• Respond to inbound client emails and phone calls in a timely, professional manner
• Acknowledge requests, gather required details, and confirm receipt with clients
• Use approved templates and scripts to ensure consistent messaging
• Escalate non-standard, urgent, or unclear requests according to defined protocols

Request Intake & Documentation

• Log all client communications accurately in GRS, JIRA, or designated systems
• Document call outcomes, follow-ups, and required next steps
• Attach relevant correspondence and notes to the appropriate case or ticket

Routing & Coordination

• Route client requests to the correct department or regional team
• Monitor responses and follow up when internal deadlines are missed
• Communicate status updates to clients when appropriate and approved

Quality & Compliance Support

• Verify accuracy of outgoing correspondence before release (attachments, recipients, formatting)
• Follow escalation and approval requirements for sensitive or high-risk communications
• Adhere strictly to communication, confidentiality, and documentation standards

Coverage & Team Support

• Support inbox coverage across assigned shifts
• Assist with backfill coverage during peak periods or absences
• Communicate handoffs clearly across shifts and time zones

Pay Band: G

Location: Remote

Qualifications

• High school diploma or equivalent (Bachelor’s preferred but not required)
• Strong written and verbal communication skills
• Excellent reading comprehension and attention to detail
• Comfort speaking with clients by phone and email
• Ability to follow structured processes and escalation guidelines
• Professional demeanor and sound judgment around when to escalate
• Basic proficiency with email, ticketing systems, and documentation tools