Client Service Representative

Client Service Representative

We are seeking a Client Service Representative to support and manage assigned client relationships across fund accounting, administration, and custody services. This role serves as the primary point of contact for clients, ensuring inquiries are resolved efficiently, service expectations are met, and strong client relationships are maintained. The ideal candidate is client-focused, highly organized, and enjoys collaborating with internal teams to deliver exceptional service while identifying opportunities to improve processes, communication, and the overall client experience.

Client Service & Relationship Management

• Serve as the primary point of contact for assigned client relationships
• Review and proactively respond to client and internal inquiries in a timely manner
• Keep clients informed of inquiry status through resolution
• Research, identify, and escalate issues that may impact client service
• Collaborate with internal departments to support client requests and issue resolution
• Conduct regular meetings with client contacts to review open items and service needs
• Prepare meeting agendas, minutes, and follow-up action items
• Analyze inquiry trends and recommend training or process improvements to enhance efficiency
• Share client insights and trends with management and team members to help drive operational improvements
• Identify potential escalations or new business opportunities and communicate them to the appropriate teams

Reporting & Operational Support

• Review internal reporting and reconciliations for assigned client relationships
• Escalate issues that may impact service delivery
• Support client onboarding, conversions, reporting, and analysis activities
• Coordinate with internal product teams regarding client activities and service impacts

Technology & Process Improvement

• Stay current on internal systems and technology solutions
• Communicate platform enhancements and new functionality to clients
• Conduct client training sessions and platform demonstrations as needed
• Promote self-service capabilities that improve the client experience and reduce manual support requests

Collaboration & Communication

• Partner with internal teams to improve client service delivery
• Develop an understanding of client organizations and key stakeholder contacts
• Participate in departmental meetings, training sessions, and company-wide communications
• Share best practices and client feedback to support continuous improvement initiatives

Risk & Compliance

• Adhere to company policies, procedures, and best practices
• Ensure confidential and sensitive client information is handled appropriately
• Identify opportunities to improve communication processes and reduce operational risk
• Maintain strong attention to detail when communicating with clients and internal teams

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Strong verbal and written communication skills
• Ability to build and maintain professional client relationships
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities in a deadline-driven environment
• Strong organizational skills and attention to detail
• Ability to learn and adapt to new systems, technologies, and processes
• Proficiency with Microsoft Office applications including Excel, Word, Outlook, and PowerPoint
• Ability to work collaboratively across multiple teams and departments

Preferred Qualifications

• Experience in client service, fund accounting, administration, custody services, financial services, or related operational environments
• Experience supporting client onboarding, reporting, reconciliations, or account administration
• Strong understanding of customer relationship management and service delivery best practices
• Experience identifying process improvements and automation opportunities
• Familiarity with financial products, investment operations, or institutional client servicing