The Client Services Specialist answers questions regarding investments in private equity, real estate, private debt, and more. Effectively handles client inquiries by researching and analyzing complex issues. Adheres strictly to trust regulations and security standards including the customer identification program (KYC), the Gramm-Leach-Bliley Act, Bank Secrecy Act, Internal Revenue Code, and all other applicable banking and trust regulation set forth by the IRS and other regulatory agencies.
Acts as the face of the company at the frontlines of the customer service experience. Provides superior customer service through an omni-channel environment including chat, written correspondence, incoming calls, outbound calls, and emails to both internal and external parties such as clients, asset sponsors, financial advisors, attorneys, CPAs, etc. Represents the company professionally while resolving issues and communicating information confidently.
Responsibilities
1. Use knowledge of various processes, asset types, and service levels across the firm to analyze issues and determine the correct course of action, following up to ensure resolution.
2. Mitigate company risk by following all security and fraud prevention requirements.
3. Educate advisors, clients, and third parties on asset investing do's and don'ts, working with the company, fees, timelines, procedures for account opening, funding, investing, and ERISA guidelines.
4. Prepare and archive professional correspondence.
5. Investigate account issues by analyzing investment and transactional activity and compliance issues related to IRS rules.
6. Identify, analyze, resolve, and report on client requests and issues.
7. Develop expertise to provide ongoing support and assistance to clients.
8. Manage low-level escalations, including drafting professional responses to client inquiries.
9. Identify and recommend process improvements to enhance the client experience.
10. File reports on client issues for management review.
11. Analyze trends in client issues to facilitate service improvement.
12. Perform other duties as assigned.
Qualifications
1. 2+ years of related experience and/or training in a similar role.
2. 1-2 years' experience in a fast-paced call center environment preferred.
3. Knowledge of trust accounting systems, IRAs, and alternative assets preferred.
4. Certified IRA Services Professional (CISP) designation preferred.
5. Self-Directed IRA Professional (SDIP) designation preferred.
A reasonable, good faith estimate of the minimum and maximum base salary for this position is $18.98/hr to $26/hr. Actual compensation varies based on location, experience, and performance. A discretionary bonus and/or incentive may be provided, along with benefits. For more information, visit https://www.ppbi.com/careers.html.
Applicants in CA (Los Angeles) are notified that the company is an insured depository institution subject to Section 19 of the Federal Deposit Insurance Act. Criminal history will be considered after a conditional offer, in accordance with the Los Angeles Fair Chance Ordinance. Convictions related to fraud, breach of trust, embezzlement, mishandling money, or violence may impact employment eligibility.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. Applicants are notified of their rights under federal employment laws. For more, see the Know Your Rights notice from the Department of Labor.
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