Client Service Representative

Job Description:

Account Management Specialist

The Role

The mission of the Investment Operations team is helping people, help people. We are seeking a detail-oriented and customer-focused Account Management Specialist to join our team. This role plays a critical part in supporting the ongoing accuracy, integrity, and service delivery of client accounts. The ideal candidate will possess a strong service orientation, a proven work ethic, and the ability to collaborate effectively within a high-performing team. As a key contributor to the client experience, this individual will ensure all account updates, changes, and inquiries are processed promptly, accurately, and in compliance with internal policies and regulatory standards.

Your primary responsibility is to provide high-quality, high-touch service to CIAP advisors. You will engage with advisors using both written and verbal conversational techniques to confirm the details of their request, capture relevant information, and identify a solution when necessary. It's more than just fielding an inquiry and processing a transaction - our advisors are supporting donors who are generously giving to non- profit organizations to meet their philanthropic goals. You get to be a part of that!

• Accurately process account change requests in accordance with internal policies, regulatory standards, and client agreements
• Serve as a contact for internal teams and clients regarding account maintenance inquiries and other related requests
• Review client-submitted documentation for completeness and accuracy, ensuring compliance with legal and regulatory requirements
• Collaborate with operations, compliance, and client service teams to resolve account issues and support seamless client experiences.
• Monitor and prioritize service requests to meet or exceed established service level agreements (SLAs)
• Identify process gaps and contribute to continuous improvement initiatives for account maintenance workflows
• Collaborate internally to fulfill special handling requests
• Escalate risk-related concerns and documentation issues promptly
• Deliver a great customer experience with each interaction to help strengthen donor/advisor relationships
• Participate in team meetings, training, and cross-functional initiatives to enhance knowledge and contribute to team goals

• Bachelor's degree
• 2+ years of experience in account opening, client onboarding, or operations within a financial services environment (e.g., brokerage, banking, advisory, or wealth management).
• Demonstrated ability to deliver high-quality client experiences with a sense of urgency, professionalism, and accuracy
• Strong ability to identify errors and inconsistencies in documentation and data inputs
• Excellent verbal and written communication skills to effectively interface with internal partners and clients
• Experience with financial systems and tools such as Salesforce, Wealthscape, and other internal platforms; strong Excel and general MS Office skills
• Ability to independently troubleshoot issues, think critically, and escalate appropriately when needed
• Capable of managing multiple priorities in a deadline-driven environment while maintaining service standards
• Proven ability to work collaboratively in a team setting and contribute to a positive and productive work environment
• Interest in continuous improvement, with the ability to identify process inefficiencies and contribute to solutions
• Flexible with overtime as requested (especially December - Giving Season)