Client Services Associate

About Entrust

The Entrust Group is a pioneer in the world of Self-directed IRAs. For over 40 years, we’ve provided account administration services for self-directed retirement accounts and tax-advantaged plans. As a self-directed IRA administrator, Entrust assists clients in purchasing alternative investments with their retirement funds that are typically unavailable through banks and brokerage firms. With an Entrust self-directed IRA, clients can develop a more resilient and diversified portfolio by investing in assets such as real estate properties, precious metals, start-ups, private equity, loans and more.

Job Summary

The Client Services Associate is the outward face of our company with the overarching goals and responsibilities to represent our company to new clients, support our current clients and make sure their issues are resolved appropriately and in a timely manner.

As a Client Services Associate, you will report to the Client Services Manager. In this role you will be supporting our clients as a first point of contact and resolving questions concerning their accounts. We rely on you to actively listen to our clients and utilize your customer service experience, resourcefulness, and problem-solving skills to meet their needs and deliver a great experience across every interaction you have with them.

This position requires basic understanding of financial concepts providing front-line customer service and operational process support to our clients as well as internal team members.

Excellent customer service is the key to loyalty, retention, and business growth and as the face of the company, the Client Services Associates contribute to the success of our company.

Responsibilities

The duties and responsibilities of the role include, but are not limited to:

• Answer client inquiries from various channels (phone, email, etc.) in a courteous and professional manner.
• Provide advanced technical and operational assistance to our clients.
• Communicate to ensure satisfactory assistance or issue resolution is given to each client.
• Perform a variety of tasks related to our client's IRA transactions and maintenance including researching items per clients' requests.
• Escalate client inquiries to the Client Services Manager as needed.
• Take initiative to continuously develop skills and industry knowledge to enhance the value of all client interactions.
• Act as a one stop subject matter expert for all general questions for our clients as well as operations team members.
• Effectively communicate and recommend continuous improvements to back-office processes identified through daily interactions with clients and internal operations teams.
• Other duties as assigned by the Client Services Manager.

Qualifications

• Excellent written and verbal communication skills.
• Excellent interpersonal skills.
• Excellent organizational, problem-solving, and analytical skills.
• Display empathy, passion, and commitment to deliver excellent client experience.
• Computer proficiency and ability to quickly learn new software tools.
• Strong work ethic and punctuality.
• Previous banking or finance experience is preferred.
• Proven ability to handle multiple projects and to prioritize workload.
• Flexibility and enthusiasm while working with internal and external stakeholders.
• 2+ years of client service experience.
• Some knowledge of IRA and qualified retirement plans a plus.
• Associate or Bachelor’s degree preferred; equivalent relevant experience will also be considered.

The Entrust Group is an equal employment opportunity and affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.