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Client Account Support Representative

2 months ago

Louisville, Colorado, United States New Direction IRA Inc. Full time
Job Overview

Join Our Team at New Direction IRA Inc.

Are you eager to contribute meaningfully while enjoying a balanced work-life dynamic? Your opportunity awaits—New Direction IRA Inc. is on the lookout for talent.

New Direction IRA Inc. is a forward-thinking financial organization specializing in Alternative Investments. We pride ourselves on delivering exceptional customer service and technical support to our valued clients.

Position Summary

We are in search of a meticulous and client-centric professional to become a part of our team as a Client Account Support Representative. This position plays a vital role in assisting clients with their online financial dashboards, addressing account-related inquiries, and ensuring a smooth client journey.

This role presents an excellent opportunity for individuals aiming to establish their careers within a growing financial entity. With proven performance and commitment, there is potential for career progression, including the possibility of advancing to an Account Manager role within a couple of years.

As an essential member of our support team, you will significantly contribute to client satisfaction and uphold New Direction IRA Inc.'s dedication to outstanding service.

(Please note: This is not a sales position)

Key Responsibilities:

  • Provide assistance to clients through inbound calls, live chats, secure messaging, and assigned tasks, ensuring exceptional service and well-informed support.
  • Act as the client advocate within the organization, actively seeking specialized support to facilitate a seamless experience.
  • Document, triage, and escalate client inquiries and concerns as necessary.
  • Manage communication queues, including phones, chat, and portal messages.
  • Collaborate closely with the Account Support Manager to identify workflow improvements and address educational material needs.
  • Guide clients in navigating our client portal and external website, updating contact and payment details, and completing necessary forms.
  • Work alongside our business systems team to troubleshoot and escalate portal and website issues for clients.
  • Assist internal teams in prioritizing requests and facilitating resolutions.

Required Skills and Qualifications:

  • Proficient in guiding clients through the login process for online financial dashboards, ensuring secure access.
  • Skilled in de-escalating situations with frustrated customers through empathy, active listening, and clear communication.
  • Strong verbal and written communication skills, ensuring effective interactions with clients and team members.
  • High typing proficiency for efficient data entry and multitasking in a dynamic environment.
  • Excellent phone skills, with the ability to manage multiple screens for knowledge base access and documentation.
  • Ability to work independently with minimal supervision while effectively multitasking.
  • Strong capability to maintain confidentiality and demonstrate a solid work ethic with a professionally empathetic demeanor.

Education Requirements:

Minimum Requirement:

  • High school diploma or GED, emphasizing relevant skills and competencies.

Preferred Qualifications:

  • Associate's degree, bachelor's degree, or equivalent higher education in a related field (e.g., finance, business, fintech) is advantageous but not mandatory.

Benefits (for Full-time Employees Only, waiting period may apply)

  • Competitive salary based on experience
  • Comprehensive health, dental, vision, and life insurance
  • Optional HSA with employer contributions
  • Paid time off, plus major holidays
  • 401k retirement plan with matching contributions
  • Optional short and long-term disability insurance

Employment Type:

  • Full-time, hybrid remote

Ready to contribute to a positive and empowering work environment? Explore your potential with New Direction IRA Inc.