Job Description
Job Description
Job Title: Client Service Representative
Location: Boston, MA (hybrid)
Contract Duration: until 04/30/2027
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.
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.
Key Responsibilities:
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 your 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
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.
Education & Experience:
· Bachelor's degree in finance, business, economics
· Customer service or client service in the finance industry
· 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