Client Services Representative

The Client Service Representative manages day-to-day inquiries for assigned client relationships, collaborating with internal teams to resolve requests promptly and keeping clients informed through completion. This role also helps clients use the firm’s client platform to access information, obtain answers, and reduce manual inquiries. The representative partners closely with internal product teams to communicate client activity and its operational impact. For example, when a client plans to invest in multiple private equity funds, the representative notifies the appropriate product teams and coordinates with colleagues to prepare for the resulting workload.

Key Responsibilities:

Client Service

• Review and proactively respond to client and internal inquiries daily, providing status updates and escalating to the Senior Client Service Representative when necessary.
• Research, identify, and escalate internal issues that may affect client service.
• Collaborate with internal departments to fulfill client requests, complete deliverables, and resolve issues.
• Analyze inquiry trends to identify opportunities for client training, process improvement, or automation.
• Meet regularly with client contacts to review pending items and outstanding requests.
• Review internal reporting and reconciliations for assigned client relationships, escalating issues that may affect service.
• Coordinate meetings, prepare agendas and minutes, and review materials with the manager.
• Meet regularly with managers and peers to share insights and communicate issues to senior management as needed.

Technology Management & Effectiveness

• Partner with the supervisor to communicate product enhancements to clients and conduct training sessions as needed.
• Stay current on relevant internal technology and use available tools to manage client inquiries effectively.
• Coordinate regular client platform demonstrations to help clients navigate the platform, access information independently, and reduce manual intervention.

Relationship Building & Networking

• Collaborate with internal teams to share insights and improve the client experience.
• Understand each client’s organizational structure to engage the appropriate contacts.
• Participate in internal networking events, town halls, and simulcasts, and stay informed through firmwide communications.

Risk & Control

• Adhere to all firm policies and best practices.
• Identify opportunities to reduce or eliminate correspondence containing attachments or sensitive client information.
• Maintain strong attention to detail when preparing emails, verifying recipients, and sharing client information.

Education & Qualifications

• Bachelor’s degree or equivalent.
• Strong verbal and written communication skills.
• Ability to learn and adapt to new technologies and systems.
• Strong analytical and problem-solving skills.
• Language proficiency appropriate to the office location and client relationships supported.
• Comprehensive working knowledge of Microsoft Office products.