Platform Support - Analyst

Platform Support Analyst

New York, New York, United States

About the Role

iCapital is looking to hire an Analyst to join its Platform Support team, with a primary focus on delivering exceptional client service for Structured Investments and Annuities. The team supports a rapidly growing client base of financial advisors and individual investors as part of the company's mission to create a best-in-class client experience. Candidates should have a strong client orientation, excellent communication skills, and an interest in learning investment products while working in a fast-paced, collaborative, and entrepreneurial environment. This position will be responsible for managing client inquiries, coordinating with internal partners, researching account and transaction questions, and helping clients navigate iCapital's offerings and service processes. The ideal candidate will thrive in a multi-disciplinary team environment across multiple locations and will bring professionalism, responsiveness, sound judgment, and careful attention to detail to every client interaction.

Responsibilities

• Respond in a timely, professional, and client-focused manner to inbound service requests related to Structured Investments and Annuities, with the opportunity to learn about other investment offerings.
• Serve as a primary point of contact for financial advisors and internal partners, providing clear guidance on product-related, account-related, and transaction-related questions.
• Assess client inquiries, resolve requests within the team's scope, and coordinate escalations to the appropriate product, operations, legal, compliance, or technology partners when needed.
• Provide accurate and consistent updates throughout the life cycle of each request, setting clear expectations and ensuring appropriate follow-through through resolution.
• Research client questions using available account, offering, transaction, and program information, and communicate findings in a clear and easy-to-understand manner.
• Partner with Client Sales, Relationship Management, Operations, and Product teams to support client needs and deliver a coordinated service experience.
• Maintain complete and accurate records of client interactions, research, decisions, follow-up actions, and resolutions in the CRM.
• Develop and maintain knowledge-based articles, client-service procedures, and internal reference materials related to Structured Investments and Annuities.
• Identify recurring client questions, service gaps, and process improvement opportunities, and collaborate with internal partners to improve service quality and efficiency.
• Synthesize client feedback and share actionable themes with Product, Operations, Sales, and other stakeholders to strengthen the overall client experience.
• Support client communications and readiness activities associated with new offerings, product enhancements, process changes, and service initiatives.
• Build and maintain knowledge of Structured Investments and Annuities, including key product features, terminology, transaction stages, servicing considerations, and the needs of financial advisors and investors.
• Assist in quality control efforts related to bi-weekly platform enhancement releases

Qualifications

• Bachelor's degree in business administration, finance, economics, communications, or a related field
• 1-3 years of experience in client service, financial services, investment operations, relationship support, or a related field
• Strong client-service orientation with a demonstrated commitment to responsiveness, accuracy, professionalism, and follow-through
• Excellent written and verbal communication skills, with the ability to explain complex information clearly to clients and internal stakeholders
• Strong problem-solving and research skills, with the ability to evaluate client needs, identify appropriate resources, and coordinate effective solutions
• Able to work effectively in a fast-paced, dynamic environment while maintaining a high standard of client service
• Excellent time management and organizational skills, with the ability to prioritize multiple client requests and meet service expectations
• Proven ability to work independently and collaboratively with cross-functional teams
• Ability to build productive relationships with financial advisors, sales partners, operations teams, product teams, and other internal stakeholders
• Comfort working with CRM systems, spreadsheets, reporting tools, and digital financial-services platforms (dynamics, tableau, etc.)
• High attention to detail and a commitment to maintaining accurate client, account, and transaction information
• Ability to exercise sound judgment and handle sensitive client and business information with discretion
• Experience supporting financial advisors, broker-dealers, registered investment advisers, or individual investors is preferred
• Demonstrated interest in learning investment products, industry terminology, service processes, and regulatory considerations
• Knowledge of Structured Investments, Annuities, alternative investments, wealth management, or financial technology is strongly preferred

Benefits

The base salary range for this role is $70,000 to $75,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.