Client Services Manager – Alternative Funds

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

📋 Description

• Act as a client services relationship management resource for fund families and key internal stakeholders that support Alternative fund transfer agent services.

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

• Serve as the primary point of contact and a trusted resource for operational inquiries from fund families and internal partners concerning Retail Alternative Investment Operations.

• Lead communications related to significant service updates, industry changes, Alternative fund product events, and initiatives that affect clients.

• Collaborate with internal departments to guarantee consistent, accurate, and timely communication to stakeholders regarding account servicing, operational events, and inquiry resolution.

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

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

• Evaluate processes and suggest enhancements to boost efficiency, consistency, accuracy, and client satisfaction.

• Identify emerging client concerns, inquiry trends, industry developments, and service opportunities; escalate recommendations to leadership.

• Work collaboratively across teams to ensure a seamless client experience and address complex client needs.

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

• Act as a direct fund contact and liaison for assigned Alternative fund clients on operational matters.

• Keep in regular contact with shareholders, fund families, and internal partners regarding account and event-related matters.

• Collaborate with transfer agent teams to ensure effective communication coverage, procedure updates, inquiry resolution, and priority items during peak periods.

• May undertake additional duties as required and assigned.

⛳️ Requirements

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

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

• Experience in the financial services industry.

• Preferred experience supporting Alternative Investment products.

• Possession of a Series 6 or 7 license is a plus.

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

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

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

• Understanding of Transfer agent operations related to Alternative fund closes, repurchases, tenders, capital calls, warehoused activity, reconciliations, shareholder servicing, and client communications.

• General knowledge of Transfer agent operations encompassing all aspects.

• Proficiency in Microsoft Office Suite.

• Proficiency in Adobe Acrobat.

• Strong leadership, coaching, training, and delegation capabilities.

• Excellent multitasking, analytical, organizational, follow-up, and relationship-building skills.

• Proactive, strategic, and detail-oriented approach with a strong commitment to quality, efficiency, and effectiveness.

• Ability to troubleshoot complex communication and servicing issues using innovative and critical thinking.

• Capability to present and articulate ideas and information clearly and concisely, both in writing and orally.

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

• Flexibility to adjust priorities and deadlines in response to changing conditions and unforeseen challenges.

• Willingness to work beyond the normal workday or work week when business needs arise.

• Ability to regularly sit and stand and occasionally lift and/or move up to 10 lbs.

🏝️ Benefits

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

• Reasonable accommodations may be provided to enable associates to perform the essential functions of the role.