Client Service Representative - RIA Custody

Required Skills & Experience

• Education: Bachelor’s degree required.
• Experience: 1–3 years in financial services, specifically within the investment advisory space
• Proven experience supporting investment advisors and complex client calls
• Communication: Exceptional ability to translate complex financial concepts into clear, professional, and concise verbal and written communication.
• Communication: Exceptional ability to translate complex financial concepts into clear, professional, and concise verbal and written communication.
• Technical Proficiency: Strong knowledge of Salesforce (preferred), Microsoft Office Suite (Excel/Word), and the ability to troubleshoot our custodial products for clients.
• Resilience & Detail: High attention to detail with the ability to remain calm and effective in a deadline-driven, high-call-volume, and strictly regulated compliance environment.
• Relationship Building: Demonstrated skill in building rapport quickly, identifying latent client needs, and educating advisors on Goldman Sachs’ suite of services.

Job Description

A large financial services clietn is looking for a Client Service Representative to join Custody Solutions. This person will serve as the frontline ambassador for our digital-forward custody platform. This role is designed for a high-energy professional capable of managing a high volume of inbound and outbound communications while delivering institutional-grade support to Registered Investment Advisors (RIAs). You will balance operational efficiency with a "client-first" advocacy mindset to drive asset retention and platform growth. This person will be focused on a certain aspect of their business called Custody. This willl entail having contact with registered investment advisors as well as clietns that are working thorugh the investement application.

Key Responsibilities

• Multi-Channel Communication: Serve as the primary point of contact for incoming calls, emails, faxes, and mailed correspondence from RIA firms and their end clients.
• Inquiry Management: Efficiently route client inquiries to the appropriate internal processing teams to ensure timely resolution.
• Client Advocacy & Risk Management: Navigate the intersection of internal risk protocols and external client needs, ensuring "win-win" outcomes while serving as the internal "voice of the client."
• Feedback & Escalation: Systematically log advisor feedback and complaints via Salesforce and internal trackers; escalate critical issues to management to assist in project prioritization.
• Relationship Maintenance: Maintain proactive communication with clients regarding platform updates, key industry events, or releases that may impact the relationship.
• Cross-Functional Collaboration: Partner with front-office and back-office colleagues to ensure a seamless and exceptional client experience.
• Subject Matter Expertise: Develop and maintain deep expertise across multiple Salesforce case categories and GSCS operational workflows.