Develop and maintain positive, long-term relationships with clients, serving as the primary point of contact for both operational and investment inquiries
Provides and oversees support and service activities for a designated client or group of clients, ensuring their operational needs and issues, both tactical and strategic, are managed to the highest level of satisfaction
Investigate and resolve complex client issues, offering clear and concise solutions
Oversee the quality of service and operational performance for designated clients, ensuring compliance with program standards and delivery requirements
Accurately review, prepare, and process transactions on investor accounts while supporting clients through the service process
Handle more complex or escalated client inquiries, troubleshooting issues and collaborating with management and other teams to resolve them promptly
Implement strategies to reduce client downtime, improve service efficiency, and reduce support costs
Work closely with team members, sales, and support teams to ensure client needs are met and identify opportunities for further engagement and business growth
Contribute to ongoing process improvements, support special projects, and demonstrate a commitment to professional development and learning

Bachelor’s degree or equivalent work experience
1-2 years of experience working in client facing role ideally with intermediaries within financial services, with a preference for experience in transfer agency
Excellent interpersonal and professional communication abilities, with the capability to explain complex information in simple terms and build rapport with clients
Ability to analyze complex situations, resolve issues efficiently, and offer solutions that benefit both clients and the company
Ability to thrive in a collaborative, team-based environment, actively sharing knowledge and insights with colleagues to improve overall performance
Strong enthusiasm for providing exceptional service, with a focus on building long-term client relationships and improving satisfaction
Familiarity with service delivery processes, transaction handling, and support mechanisms (training will be provided)
Comfortable working independently, managing multiple priorities, and demonstrating initiative in addressing client needs and operational tasks
A strong commitment to personal growth, learning, and staying up-to-date on financial services, investment products, and client service strategies
Proficiency in use of tools such as word processing, JIRA, Chorus/AWD, TA2000, 3270, and Microsoft Excel
Must be willing to work on site at least 6 days/month

Associate Client Relations Specialist

Key skills