Client Representative Specialist

Job Description

Job Description

Client Representative

Are you looking to make a real impact while maintaining a healthy work-life balance? Your search ends here— New Direction Trust Company (NDTCO) is hiring!

New Direction Trust Company (NDTCO) is a dynamic and innovative financial institution specializing in Alternative Investments, located in Louisville, Colorado. We are committed to delivering exceptional client experiences through knowledgeable, responsive, and empathetic support.

We are seeking a client-focused and detail-oriented Client Representative to join our Call Center team. This role serves as the front line of support for NDTCO clients, handling inbound communications and providing timely, accurate assistance across multiple channels.

Client Representatives play a critical role in ensuring clients feel supported, informed, and confident when interacting with NDTCO. This position is ideal for someone looking to build a strong foundation in financial services, client support, and call center operations within a growing organization.

(Note: This is not a sales role.)

• Provide exceptional client support through inbound phone calls, secure messaging, and assigned tickets or tasks.

• Serve as a client advocate by researching issues thoroughly and coordinating with internal teams to ensure timely resolution and warm hand-offs when specialized support is needed.

• Accurately document, triage, escalate, and track client inquiries, issues, and resolutions.

• Manage multiple communication queues, including phones, chat, portal messages, service requests, and tasks.

• Assist clients with navigating the NDTCO client portal and website, including login support, updating contact or payment information, and completing investment-related forms.

• Identify trends, recurring issues, and opportunities for workflow improvements and report them to leadership.

• Collaborate with business systems and internal teams to troubleshoot, escalate, and resolve portal or website-related issues.

• Support internal teams by prioritizing and escalating client requests as needed to ensure service level expectations are met.

• Uphold NDTCO’s commitment to professionalism, confidentiality, and high-quality client service at all times.

• Strong ability to guide clients through secure login processes and online account navigation.

• Proven ability to calm and de-escalate frustrated or upset clients using empathy, active listening, and clear communication.

• Excellent verbal and written communication skills with a professional and client-centered tone.

• High typing proficiency and ability to efficiently document interactions while multitasking.

• Strong phone presence with the ability to manage multiple screens and systems simultaneously.

• Ability to work independently with minimal supervision in a fast-paced call center environment.

• Demonstrated professionalism, reliability, and strong work ethic.

• Ability to handle highly confidential and sensitive information with discretion.

Minimum Requirement:

• High school diploma or GED.

This role offers opportunities for growth within NDTCO’s client support and operations teams. With strong performance and demonstrated skill development, Client Representatives may advance into senior support roles, quality assurance, training, or other specialized client service and operational positions.

• Competitive salary based on experience

• Comprehensive health, dental, vision, and life insurance

• Optional HSA with employer contributions of $90/month

• PTO plus paid major holidays

• 401(k) retirement plan with company match up to 3%

• Optional short- and long-term disability insurance

• Full-time

Ready to join a positive, supportive, and empowering work environment? Apply today and start your career with New Direction Trust Company!