Associate, Client Service (Temporary)

Department: Operations

Location: Remote

Description About ImpactAssets ImpactAssets is the leading impact investing partner for individuals, families and philanthropists seeking to effect real change for people and planet. Bold yet pragmatic in our approach, ImpactAssets’ creativity and investment expertise ignites a deeply personal impact investing journey for clients - while we manage the complexities. Founded in 2010, ImpactAssets’ mission is to increase flows of capital to impact investing. Together, with our clients, we are catalyzing investment capital into mission driven business models solving the worlds’ biggest challenges.

The result? A fast growing, dynamic organization with more than $5 billion in assets under management and an activated community of 1,900+ clients.

ImpactAssets Services is an affiliate of ImpactAssets. Impact Assets also is the parent of ImpactAssets Capital Partners, PB LCC. Together, we have a combined powerhouse of talent, expertise, and service to support a high level of growth and vision.

*ImpactAssets Services is not a 501(c)(3) organization. The Opportunity The Associate, Client Service (Temporary) is responsible for providing an excellent client experience by serving as first line of response via incoming phone calls and inbound email. Working closely with our other Operations, Client Engagement and Client Solution colleagues, this position provides daily support, assists in related project implementations, and elevates and refines our client service.

This role is a temporary, full-time, remote position and can be performed from anywhere in the US, with a requirement to work Eastern Standard Time business hours (9:00am-5:30pm) .

Key Responsibilities Client/Advisor Service

• Be a critical member of Client Service team by responding to inbound phone calls and emails, troubleshooting login issues, answering process questions, and guiding clients through the client portal
• Resolve client inquiries through timely responses and coordinating requests in the company’s ticket management system
• Work with clients to handle a variety of requests, including the ability to handle challenging situations in a professional and courteous manner
• Anticipate client needs and concerns, delivering solutions prior to client requests

Client and Team Support

• Data entry including maintaining appropriate records across various systems
• Demonstrate strong interpersonal skills with the ability and comfort to engage effectively with financial advisors and clients
• Work closely with Operations, Client Engagement and Business Development colleagues to expedite the resolution of new and existing customer inquiries to maximize the customer experience
• Assess challenging inquiries and proactively provide solutions even when escalation is needed

Other Responsibilities

• Document processes and best practices for use by the Client Services team
• Provide back up support for Donor Advised Fund (DAF) Operations functions, as needed
• Other ad hoc duties as required

Qualifications Education and Experience:

• Bachelor’s degree in finance, business, economics, or related field; at least 3 years of experience in investment client service, a financial advisory office, custodian, donor advised fund client service or other similar role; OR equivalent combination of education and experience
• Background working in a wealth management, RIA, or financial advisory environment preferred

Knowledge and Skill Requirements:

• Excellent interpersonal skills, including the ability to quickly build rapport with clients, financial advisors and team members, passion for providing clients with an excellent client experience
• Demonstrated experience using technology to communicate effectively
• Understanding of investments and financial services, impact investing, donor advised funds, custodial relationships preferred
• Energetic and organized individual: highly attuned organizational skills, attention to detail, professional demeanor, ability to work independently and prioritize competing demands
• Proficiency with Microsoft 365 applications including Excel, PowerPoint, Word, MS Teams required.
• Proficiency with cloud-based collaboration tools Box and Asana preferred
• Experience working with Freshdesk preferred
• Experience working in a virtual working environment preferred
• Ability to work independently and prioritize competing demands

Benefits and Perks

• Base salary ranges from $70,000 - $80,000 and is highly dependent on experience and location
• Paid holidays and sick time
• Values-driven culture

ImpactAssets is an Equal Opportunity Employer. We know our organization is at its best when we include, celebrate and embrace difference. We strive to be a diverse workforce that is representative of our mission, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives!