Client Service Associate
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Job Description
Client Service Associate providing remote assistance for self-directed IRA inquiries through phone, email, and chat for a financial services platform.
Responsibilities:
- Respond to inbound client inquiries via phone, email, and live chat in a professional and timely manner
- Provide accurate guidance on account services, including self-directed IRAs, Checkbook LLCs and Trusts, and cryptocurrency (as applicable)
- Assist clients with transactions throughout the IRA account lifecycle
- Troubleshoot and resolve client issues, escalating complex matters to the appropriate internal teams
- Maintain up-to-date knowledge of company products, account types, and investment options
- Accurately document all client interactions and updates in the CRM system
- Monitor assigned queues to meet established service level expectations
- Support routine account maintenance, technical questions, and general client needs
- Stay current on industry regulations and compliance requirements related to self-directed IRAs
- Collaborate with cross-functional teams to ensure a seamless client experience
- Participate in team meetings, 1:1s, reviews, and ongoing training
- Contribute to team success by supporting additional tasks as needed
Requirements:
- Education: High school diploma or equivalent required. Associate or bachelor’s degree in business, finance, or a related field preferred.
- Experience: 1–2 years of experience in customer service or administrative support, preferably within financial services, self-directed IRAs or a call center environment.
- Skills: Proficiency in CRM platforms such as HubSpot, or similar systems. Familiarity with financial services tools and email communication platforms. Strong organizational skills and attention to detail.
- Knowledge: General understanding of IRA account life cycle related transactions. Ability to follow existing policies and procedures when handling transactions. Working knowledge of relevant industry regulations, including IRS guidelines for retirement accounts.
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