Client Service Associate

Responsibilities: Provide clear guidance to clients on account features, self-directed retirement solutions, trust structures, and digital asset-related topics in an easy-to-understand manner. Assist customers with transactions and account-related steps from initial setup through ongoing servicing and other lifecycle events. Investigate client concerns, resolve routine issues efficiently, and route more complex matters to the appropriate internal specialists. Maintain a strong working knowledge of available products, account structures, and investment options to deliver accurate support. Manage incoming work queues and daily priorities to help ensure timely follow-up and service standards are consistently met. Support routine servicing needs such as account updates, maintenance requests, and basic technical assistance. Document customer conversations and service activities thoroughly and accurately within company systems. Work closely with partners across multiple teams to deliver a consistent and seamless client experience. Stay informed on company policies and applicable industry regulations related to self-directed retirement accounts. Contribute to team development by participating in meetings, coaching sessions, training, and process improvement efforts, including thoughtful use of AI tools and sharing productivity best practices.