Offer summary

Qualifications:

High school diploma or equivalent required; associate or bachelor's degree in business, finance, or related field preferred., 1-2 years of experience in customer service or administrative support, preferably in financial services or a call center environment., Proficiency in CRM platforms such as HubSpot or similar systems is essential., General understanding of IRA account life cycle related transactions is necessary..

Key responsibilities:

Respond promptly and professionally to inbound client inquiries via phone, email, and live chat.

Provide accurate information about self-directed IRAs and assist clients with account setup and compliance requirements.

Document all client interactions in the company’s CRM system and monitor incoming call queues and email boxes.

Collaborate with other departments to ensure seamless client experiences and participate in team meetings for skill improvement.

Job description

The Client Service Associate is critical in providing exceptional support to our clients by handling inbound inquiries related to self-directed IRAs who have a variety of assets including alternative and digital currency assets. As the point of contact for clients, this role requires a strong understanding of the IRA industry, financial services systems, and customer relationship management (CRM) tools. This is a remote, full-time position offering the opportunity to work in a fast-paced, client-focused environment.

Essential Duties & Responsibilities

Respond promptly and professionally to inbound client inquiries via phone, email, and live chat.

Provide accurate and detailed information about their self-directed IRAs and associated transactions.

Assist clients in navigating account setup, funding processes, compliance requirements, and all other inquiries as received based on internal policy.

Resolve client issues efficiently and escalate complex cases to the appropriate department when necessary.

Maintain up-to-date knowledge of company offerings, including account structures and investment options.

Accurately document all client interactions in the company’s CRM system.

Monitor and manage incoming call queues, group email boxes, and ticketing systems to ensure timely responses and adherence to service level agreements.

Assist clients with routine banking transactions, account updates, and general troubleshooting.

Stay informed about regulatory changes impacting self-directed IRAs.

Collaborate with other departments to ensure seamless client experiences.

Participate in team meetings and training sessions to stay informed and improve skills.

Perform other duties as needed to support the team and enhance the client experience.

Required Qualifications

High school diploma or equivalent required.

Associate or bachelor's degree in business, finance, or related field preferred.

1-2 years of experience in customer service or administrative support, preferably within financial services, self-directed IRAs or a call center environment.

Proficiency in CRM platforms such as HubSpot, or similar systems.

Familiarity with financial services tools and email communication platforms.

General understanding of IRA account life cycle related transactions.

Ability to work standard Monday-Friday schedule 10:00 AM to 7:00 PM CST

Required profile