Client Services/Client Support

2 weeks ago

Boston, United States BCForward Full time
Job DescriptionJob Description

Job Title: Client Services/Client Support/Client Coordinator (Hybrid/recent grads with some exp need)

Job Description:

  • Working under direct supervision, as a Client Service Representative, you will be responsible for servicing and maintaining oversight of assigned client relationships by understanding your clients and their needs.
  • The individual focuses on the Fund Accounting, Administration and Custody disciplines and the applicable product offering for assigned client relationships.
  • The role will require you to establish relationships with client contacts as well as internal teams.
  • A Client Service Representative will collaborate with team members and managers to discuss client trends, provide insights, offer automated solutions and assist in onboarding clients, conversions, reporting and analyses to ensure high client satisfaction.

POSITION SCOPE

  • As a client service representative, you will be responsible for managing the day to day inquiries of your clients.
  • You will need to collaborate with internal teams to resolve your inquiries timely.
  • You are expected to keep your clients updated on the status of the inquiry until completion. Furthermore, finding out ways to teach clients how to utilize BBH Infuse to obtain answers is important.
  • As a Client Service Representative, you are presented with client insights throughout your day to day interactions. Sharing insights with your peers can detect similar themes which directly impacts your department. For example, if multiple clients are having issues with a specific product/team, raising this to management can lead to a possible solution that impacts multiple clients.
  • As client service representative, you are the first point of contact for your clients. Sharing possible escalations/new business with appropriate teams will lead to better management of them.
  • This position is accountable for the management of clients, which requires strong collaboration with internal product teams. For example, if a client is planning on investing in multiple private equity funds, you are required to notify the appropriate Product team and communicate to your peers the impact that this has on everyone’s day to day.

JOB DUTIES:

Client Service

  • Review and pro-actively respond to client and internal inquires daily, keeping client up to date on status, and escalating to Sr. Client Service Rep. as necessary
  • Research, identify and escalate internal issues that may impact client servicing
  • Work effectively with internal departments to support client requests, deliverables and issue resolution
  • Analyze inquiry trends and determine if training is required to help either reduce or automate.
  • Meet with your client contacts regularly to review pending items.
  • Execute reviews of internal reporting and reconciliations for assigned client relationships and escalate issues which may impact client servicing to the Sr. CSR
  • Prepare agendas, minutes and coordination of the meetings, and review with your manager.
  • Meet with your manager and peers regularly to share insights and communicate to senior management when necessary.

Technology Management & Effectiveness

  • Working with Supervisor, communicate product enhancements to clients and conduct training sessions when necessary.
  • Stay abreast of and utilize relevant internal technology solutions to effectively manage client inquiries
  • Coordinate regular demos with your clients to teach them how to use the platform and reduce manual intervention.
  • Relationship Building & Networking
  • Collaborate with internal teams to share insights and improve the client experience.
  • Understand your clients organizational chart to ensure you contact appropriate members to review items.
  • Actively participate in BANC events, townhalls, simulcasts, read firm wide communication to stay abreast of firm activities

Risk & Control

  • Adhere to all BBH policies and best practices
  • Identify opportunities to reduce/eliminate sending correspondence with attachments and/or client sensitive information.
  • Pay attention to detail and contacts sent in emails.

KNOWLEDGE, SKILLS, COMPETENCIES

  • BA or Equivalent
  • Ability to communicate effectively with both verbal and written skills
  • Ability to learn and adapt to new technologies and systems
  • Strong analytical and problem-solving skills
  • Language skills commensurate with office location and client relationships supported
  • Comprehensive working knowledge of Microsoft Office Products
Company DescriptionAbout BCforward
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal-opportunity employer. All qualified applicants will receivCompany DescriptionAbout BCforward\r
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.\r
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.\r
BCforward is an equal-opportunity employer. All qualified applicants will receiv

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