We are looking for a Client Service Associate to support investors and account holders with responsive, knowledgeable service. In this role, you will help clients navigate account activity, answer questions about retirement account options and alternative investments, and provide steady guidance throughout the customer journey. The ideal candidate brings a service-minded approach, strong attention to detail, and the ability to communicate clearly while handling sensitive financial information with care.
Responsibilities:
- Provide clear guidance to clients on account features, self-directed retirement solutions, trust structures, and digital asset-related topics in an easy-to-understand manner.
- Assist customers with transactions and account-related steps from initial setup through ongoing servicing and other lifecycle events.
- Investigate client concerns, resolve routine issues efficiently, and route more complex matters to the appropriate internal specialists.
- Maintain a strong working knowledge of available products, account structures, and investment options to deliver accurate support.
- Manage incoming work queues and daily priorities to help ensure timely follow-up and service standards are consistently met.
- Support routine servicing needs such as account updates, maintenance requests, and basic technical assistance.
- Document customer conversations and service activities thoroughly and accurately within company systems.
- Work closely with partners across multiple teams to deliver a consistent and seamless client experience.
- Stay informed on company policies and applicable industry regulations related to self-directed retirement accounts.
- Contribute to team development by participating in meetings, coaching sessions, training, and process improvement efforts, including thoughtful use of AI tools and sharing productivity best practices.
- High school diploma or equivalent required; additional education in business, finance, or a related discipline is preferred.
- 1-2 years of experience in customer service, client support, administrative operations, or a similar role, preferably within financial services or a call center environment.
- Familiarity with retirement account servicing, including Traditional IRA and Roth IRA concepts, is preferred.
- Practical experience with AI tools such as Claude, Co-Pilot, Gemini, or ChatGPT.
- Strong written and verbal communication skills with the ability to explain detailed information clearly and effectively.
- Excellent organizational skills and attention to detail, with the ability to manage multiple tasks in a fast-paced setting.
- Sound judgment and discretion when working with confidential client and financial information.
- Ability to work independently in a remote environment with dependable internet access and a well-organized home workspace.
- Experience with customer relationship tools, email communication, and browser-based systems such as HubSpot is helpful.
This role is 100% remote for applicants in Pacific Standard Time. Scheulde is Monday-Friday 8:00am-5:00pm PST.