Client Services Liaison
S
SRS AcquiomFinancial Services
Fully remote within the Continental United States, 8:30am MST to 5:30pm MSTFull-TimeMiddle
Salary27 - 28 USD per hour
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Job Details
- Experience
- 2-3 years
- Required Skills
- Microsoft ExcelNetSuite
Requirements
- 2-3 years of Customer Service experience dealing with high net worth individuals preferred
- Experience in the financial industry required
- Call center experience strongly preferred
- Bachelor’s Degree in Business or related field (Finance, Economics, Maths)
- Proven experience and ability to create deeply meaningful and reliable professional relationships with Clients that lead to repeat business
- Excellent written and oral communication skills with the ability to convey sometimes complex aspects of a deal to Shareholders effectively and professionally in a timely manner
- Previous experience working within an SLA environment
- Adept at prioritizing multiple tasks that require a high level of attention to detail in a fast-paced office environment
- Working to advanced knowledge of Microsoft Office (Excel, Word) required
- NetSuite experience would be an added benefit
Responsibilities
- Extensive understanding of system of record systems (for example, NetSuite) and a deep understanding and/or innate curiosity around how differing records can and do interact and relate to each other.
- Manage and take full ownership over the professionalism, timeliness, and effectiveness of communications and problem resolutions with shareholders through incoming and outgoing phone calls, email, and other means of communication.
- Set appropriate expectations for shareholders and remain communicative with shareholders throughout their entire experience.
- Proactively provide exceptional "white glove" service to all Shareholders through the entire deal process.
- Identify situations where escalations are necessary and coordinate responses with the Sales, Compliance, Claims, and Operations teams as needed, with a solutions-focused approach.
- Prepare and deploy mass-distributed client correspondence.
- Maintain and proactively manage an internal case management system, with the expectation that they identify issue trends and bring them to their manager's attention in a timely manner.
- Suggest new and more efficient processes and assist in the design and implementation of improvements that will lead to a higher level of customer satisfaction.
- Comply with internal response times and SLA’s.
- Coordinate and take ownership of communication with and escalation to external third parties such as Paying Agents.
- Audit completed work of liaisons to ensure accuracy and compliance with company procedures.
- Comply with all applicable company policies and procedures to meet company standards, ensuring a consistent and quality experience for all clients.
- Other duties and projects as assigned.
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