Client Services Liaison

This is a fully remote position, open to applicants in United States.

📋 Description

• In-depth knowledge of record-keeping systems (such as NetSuite) along with a strong interest in understanding how various records interconnect and relate to one another.

• Oversee and take complete responsibility for the professionalism, timeliness, and effectiveness of communication and problem-solving with stakeholders through various channels including phone calls, emails, and other means.

• Set realistic expectations for stakeholders and maintain open lines of communication throughout their entire experience.

• Proactively deliver outstanding "white glove" service to all Shareholders throughout the entire transaction process.

• Recognize situations that require escalation and collaborate with Sales, Compliance, Claims, and Operations teams as necessary, focusing on solutions.

• Prepare and send mass-distributed correspondence to clients.

• Maintain and actively manage an internal case management system, with the expectation to identify trends in issues and promptly report them to the manager.

• Propose new and more efficient processes and assist in designing and implementing enhancements that will increase customer satisfaction.

• Adhere to internal response times and Service Level Agreements (SLAs).

• Manage communication and escalation to external third parties such as Paying Agents.

• Review completed work of liaisons to ensure accuracy and compliance with company protocols.

• Follow all relevant company policies and procedures to meet organizational standards, ensuring a consistent and high-quality experience for all clients.

• Perform additional duties and projects as assigned.

⛳️ Requirements

• 2-3 years of customer service experience working with high net worth individuals preferred; experience in the financial sector is required; call center experience is highly preferred.

• Degree from an accredited four-year college or university in Business or a related field (Finance, Economics, Mathematics), or an equivalent combination of education, training, and experience.

• Demonstrated experience and capability to build meaningful and trustworthy professional relationships with clients that lead to repeat business.

• Exceptional written and verbal communication skills, with the ability to effectively and professionally convey complex aspects of deals to stakeholders in a timely manner.

• Previous experience in an SLA-driven environment, with a talent for prioritizing multiple tasks that require meticulous attention to detail in a fast-paced office setting.

• Advanced proficiency in Microsoft Office (Excel, Word) is required.

• Experience with NetSuite is a plus, but not mandatory.

🏝️ Benefits

• Day-one coverage for medical, dental, and vision plans to ensure you're protected from the outset.

• A 401(k) plan with a 4% company match to help secure your financial future.

• Discretionary time off – take the time you need, when you need it.

• Employer-paid life insurance, with the option to purchase additional coverage for peace of mind.

• Employee Assistance Programs offering confidential support when challenges arise.

• Discounted pet insurance, because furry family members are important too.

• A fitness credit to support your health and wellness objectives.

• Pre-tax plans available for dependent care, transportation, and flexible spending.