Client Services Specialist

The Client Service 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 in a highly professional manner while resolving issues and communicating information confidently.

Responsibilities

• Use working knowledge of various processes, asset types, and service levels across the firm to quickly analyze the root cause of issues and determine the correct course of action, following up on the item to ensure ultimate resolution.
• Mitigate company risk through following all security and fraud prevention requirements.
• Educate advisors, clients, and third parties on do’s and don'ts of alternative asset investing, working with the Company, applicable fees & fee schedules, timelines and procedures for account opening, funding and investing, and ERISA guidelines.
• Prepare and archive professional correspondence.
• Investigate account issues by analyzing investment and transactional activity and/or errors; complex compliance issues pertaining to IRS rules and regulations.
• Identify, analyze, resolve and report on specific client requests and issues.
• Develop expertise to provide clients on-going support and assistance.
• Manage low level escalations, including ability to draft free form professional responses to client escalations and inquiries.
• Identify, recommend and potentially design and assist in the development and implication of process improvements that enhance the client experience.
• Accurately file reports on client issues for management review.
• Analyze trends in client issues in order to facilitate service improvement.
• Other duties as assigned.
  
  

Qualifications

• 2+ years related experience and/or training in a similar role required.
• 1-2 years' experience in a fast-paced call center environment preferred.
  
  

A reasonable, good faith estimate of the minimum and maximum base salary or pay for this position is $19.28/hr. to $28.92/hr. Actual compensation will vary based on various factors including but not limited to location, experience, and performance. A discretionary bonus and/or business line incentive may be provided, in addition to a medical and other benefits, dependent on the position. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html