[Hiring] Client Services Liaison @SRS Acquiom

Role Description

SRS Acquiom is currently recruiting for a Client Services Liaison. This position requires an individual who can work independently and effectively as part of a team. This person will possess the experience and knowledge necessary to balance shareholder requests and questions via calls and emails, as well as manage ad hoc operational tasks in a fast-paced, highly professional, and client-facing environment.

The ideal candidate is able to communicate professionally and effectively with a broad range of clients, including major shareholders and VIPs, as well as individual shareholders who may not be familiar with the complexities of the post-closing process.

This position requires fielding complex analytical questions across all our business lines and being able to effectively and professionally communicate and document findings in our internal database. This position requires an internally motivated and detail-oriented individual with a strong work ethic and a deep curiosity. The person in this role is required to have excellent oral and written communication, analysis, and documentation skills.

Location: Fully remote within the Continental United States

Pay Range: $27.40 - $28.85, depending on experience

Schedule: In order to manage phone coverage, you must be available to work the following shift 8:30am MST to 5:30pm MST

Primary 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.

Qualifications

• 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, and is 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, but not required.

Desired Characteristics

• Positive attitude.
• Collaborative.
• Operates with the highest integrity and attention to detail.
• Self-motivated.
• Ability to prioritize and multitask.
• High attention to detail, accuracy, and thoroughness.
• Must be able to send error-free communications.

Physical Requirements/Special Demands

In order to manage phone coverage, you must be available to work the following shift 8:30am MST to 5:30pm MST.

Benefits

• Day‑one coverage: medical, dental, and vision plans so you’re protected from the start.
• A 401(k) with a 4% company match to keep your future on track.
• Discretionary time off - take the time you need, when you need it.
• Employer‑paid life insurance, with the option to add extra coverage for peace of mind.
• Employee Assistance Programs for confidential support when life gets complicated.
• Discounted pet insurance (because furry family members count, too).
• A fitness credit to back your health and wellness goals.
• Pre‑tax plans for dependent care, transportation, and flexible spending.