Client Service Rep-ETF (BOS)

Job Title: Client Service Rep-ETF (BOS)
Location (On-site, Remote, or Hybrid?): Boston, MA (Hybrid)
Contract Duration: Contract until 05/14/2027

Position Summary

• The Client Service Representative is an entry-level role responsible for supporting and enhancing the daily servicing of ETF custody and fund accounting clients. Under direct supervision, you will manage day-to-day client inquiries, and coordinate with internal teams to ensure accurate and timely deliverables. You will also support client onboarding, conversions, reporting, and various analyses while continuously identifying opportunities to streamline and elevate the client experience.
• This role requires strong communication skills, attention to detail, problem-solving ability, and a genuine client-focused mindset. You will serve as a primary point of contact for assigned client relationships and play a key role in strengthening internal and external partnerships.

Key Responsibilities
Client Service & Inquiry Management

• Proactively monitor and respond to daily client inquiries related to custody, fund accounting, administration, and ETF operations
• Keep clients informed on inquiry status, outstanding items, and issue resolution progress
• Escalate complex or high-risk items to senior team members as appropriate
• Conduct regular client touchpoints and review meetings; prepare agendas, materials, minutes, and follow-up items
• Review daily and monthly internal reporting, reconciliations, and service metrics; identify and escalate issues impacting client servicing

Internal Collaboration & Relationship Building

• Partner with internal teams (Fund Accounting, Custody Operations, Client Onboarding, Product, Technology, Risk, etc.) to resolve client requests and support deliverables
• Share client insights, recurring themes, and potential improvements with peers and management to enhance service quality and product capabilities
• Communicate upcoming client activities (e.g., new investments, product changes, business expansions) to relevant internal groups to ensure proper planning and support
• Build a strong understanding of client organizational structures to ensure clear, targeted communication

Technology Utilization, Training & Innovation

• Stay current on internal technology platforms and tools; leverage them to manage inquiries more efficiently
• Educate clients on system functionality (e.g., reporting platforms like BBH Infuse) to reduce manual requests and improve operational efficiency
• Coordinate regular client demos and contribute to training materials and product enhancement discussions

Risk Management, Controls & Compliance

• Adhere to firm policies, procedures, and best practices across all servicing activities

• Maintain awareness of data confidentiality; avoid unnecessary sharing of sensitive information or attachments
• Support monthly, quarterly, and ad-hoc reporting requirements while ensuring accuracy, consistency, and proper escalation of concerns

Qualifications

• BA/BS degree or equivalent work experience required
• Strong verbal and written communication skills; ability to convey information clearly and professionally
• Ability to be organized, and prioritize tasks effectively
• Ability to learn, adapt, and train others on new technologies and systems
• Solid analytical, critical-thinking, and problem-solving skills
• Ability to prioritize multiple tasks, manage time effectively, and meet deadlines in a fast-paced environment
• Demonstrated ability to build and maintain productive relationships with clients and internal partners
• Proficient in Microsoft Office, especially Excel; experience working with and interpreting multiple data sources is a plus
• Language skills aligned with client coverage needs are beneficial

What Success Looks Like in This Role

• You respond to inquiries quickly, accurately, and professionally.
• You build trust with clients and internal stakeholders by demonstrating reliability and ownership.
• You proactively surface trends, risks, and automation opportunities to enhance the client experience.
• You become confident in navigating custody, fund accounting, and ETF product structures.
• You grow into a subject-matter resource for your team as you gain experience and technical depth.