Client Services Manager – Alternative Funds

This is a fully remote position, open to applicants in Colorado, +5 more states.

📋 Description

• Oversee and address intricate or escalated inquiries from Alternative fund clients that necessitate advanced research, coordination, or relationship management.

• Act as the primary point of contact and reliable resource for operational inquiries from fund families and internal stakeholders concerning Retail Alternative Investment Operations.

• Spearhead communication initiatives related to key service updates, industry shifts, Alternative fund product events, and initiatives that impact clients.

• Collaborate with internal teams to guarantee consistent, accurate, and prompt communication regarding account servicing, operational occurrences, and inquiry resolutions.

• Assist Senior Management and Operations teams with client satisfaction and feedback, supplying regular updates on client status.

• Engage in client meetings, presentations, and business reviews as a representative of the department.

• Analyze processes and propose enhancements that boost efficiency, consistency, accuracy, and client satisfaction.

• Identify emerging client issues, trends in inquiries, industry developments, and service opportunities, escalating suggestions to leadership.

• Work together with various teams to ensure a seamless client experience and the resolution of complex client needs.

• Keep precise records of escalated inquiries, client interactions, research notes, resolutions, and follow-up actions in designated systems.

• Collaborate with colleagues and internal departments regarding inquiries, escalations, client communications, reporting requirements, and support for event-related communications.

• Function as a direct fund contact and liaison for assigned Alternative fund clients concerning operational matters.

• Maintain regular contact with shareholders, fund families, and internal partners regarding account-related and event-related issues.

• Partner with transfer agent teams to facilitate communication coverage, procedure updates, inquiry resolutions, and the completion of priority tasks during peak periods.

• Carry out additional duties as needed and assigned.

⛳️ Requirements

• Bachelor’s degree in business administration, communications, finance, or a related discipline.

• 5+ years of experience in client services, transfer agent operations, communications, financial operations, or a related area.

• Background in the financial services sector.

• Experience in supporting Alternative Investment products is preferred.

• A Series 6 or 7 license is advantageous.

• Familiarity with operational standards, SEC, AML, IRS regulations, fund governing documents, prospectuses, subscription documents, tender offers, and capital call requirements.

• Understanding of client communication standards, relationship management practices, inquiry management, issue resolution, and escalation support.

• Knowledge of Alternative investment products, including REITs, BDCs, CEFs, interval funds, tender offer funds, and other registered or private Alternative products.

• Awareness of Transfer Agent operations related to Alternative fund closes, repurchases, tenders, capital calls, warehoused activities, reconciliations, shareholder servicing, and client communications.

• General knowledge of Transfer Agent operations.

• Proficient in Microsoft Office Suite and Adobe Acrobat.

• Possess leadership, coaching, training, delegation, analytical, organizational, follow-up, and relationship-building skills.

• Strong multitasking and critical-thinking abilities.

• Capable of troubleshooting complex communication and servicing challenges.

• Excellent written and verbal communication skills.

• Ability to establish and nurture effective working relationships with colleagues, clients, and business partners.

• Adaptable in modifying priorities and deadlines in response to changing conditions or unforeseen challenges.

• Ability to sit and stand frequently, occasionally lift and/or move up to 10 lbs., and meet specific vision requirements.

🏝️ Benefits

• Occasional travel (approximately 10% or less) may be required.

• Reasonable accommodations may be provided to enable associates to fulfill essential functions.

• Opportunities to mentor, coach, train, and support team members.

• Potential for overtime or work beyond the standard workday/workweek as business needs arise.