Job Details
Our client makes it simple for investors to use IRA funds to invest in alternative assets. While the technology makes this process easy, the selection of alternatives we offer in the Marketplace, as well as the service they give their customers sets them apart from competitors. Every customer interaction should be valuable to the investors.
As a Client Experience Associate, you will provide Tier 1 and Tier 2 support to investors, issuers, and financial advisors across a wide range of alternative asset types including, start-ups, private equity, venture capital, and cryptocurrencies. You will also support clients with various account funding and transfer activities including rollovers, Roth Conversions, IRA Distributions, and more!
- Help clients get started with account funding and transfer requests via phone and email (potentially chat
- Work with various internal and external stakeholders to complete clients requests to transfer funds, including conversations with custodians or third parties.
- Assist clients with specific product, account-related, or Issuer-related questions and issues.
- Provide support to both Issuers and investors as they navigate through the fundraising and investment process
- Troubleshoot clients problems and work with internal and external stakeholders to ensure issue resolution.
- Understand when the question requires escalation to a Senior CX Associate or Client Operations Manager, and the steps for escalation.
- Follow ticket handling procedures, documenting relevant ticket information and resolution steps.