Client Service Rep-ETF (BOS)

Overview

Responsibilities

Client Service & Relationship Management

• Manage day-to-day client inquiries and service requests
• Respond proactively to client and internal inquiries while providing timely status updates
• Escalate complex issues to senior team members when appropriate
• Build strong relationships with assigned clients and internal business partners
• Conduct regular client meetings to review open items and ongoing service needs
• Prepare meeting agendas, notes, action items, and follow-up communications
• Review client reporting, reconciliations, and operational deliverables to identify potential issues
• Ensure clients receive accurate, timely, and professional service

Internal Collaboration

• Work closely with internal teams to resolve client requests and deliverables
• Partner with Product, Fund Accounting, Administration, Custody, and Operations teams
• Share client feedback, service trends, and recurring issues with management and peers
• Communicate upcoming client activities, business changes, or growth opportunities to relevant teams
• Assist with client onboarding, conversions, reporting, and operational support activities

Technology & Process Improvement

• Utilize internal technology platforms to manage inquiries and support client needs
• Educate clients on available systems and self-service capabilities
• Coordinate platform demonstrations and user training sessions
• Identify opportunities to reduce manual work through training, automation, or process improvements
• Stay current on internal tools and technology enhancements

Risk & Controls

• Adhere to established policies, procedures, and service standards
• Protect confidential client information and maintain data security best practices
• Identify operational risks and escalate concerns appropriately
• Ensure communications and reporting are accurate and compliant with internal guidelines

Required Qualifications

• Bachelor's degree or equivalent work experience
• Strong verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities and deadlines in a fast-paced environment
• Strong organizational and time-management skills
• Ability to learn and adapt to new technologies and systems quickly
• Proficiency with Microsoft Office applications, including Excel
• Strong interpersonal skills and ability to build relationships with clients and internal partners
• Customer-service mindset with a focus on delivering exceptional experiences

Preferred Qualifications

• Experience in:
  • Client Service
  • Financial Services
  • Fund Accounting
  • Custody Operations
  • Fund Administration
  • Investment Operations
• Experience supporting client onboarding or relationship management activities
• Experience analyzing operational or reporting data
• Additional language skills aligned with supported client populations
• Experience working within a deadline-driven environment

Key Competencies

• Adaptability and flexibility in changing environments
• Growth mindset and willingness to learn
• Initiative and proactive problem-solving
• Relationship building and stakeholder management
• Communication and collaboration
• Analytical thinking
• Attention to detail
• Time management and organization
• Client focus and service excellence