Client Service Representative Job Description

Within three months of hire, many client service representatives in financial services must hold active FINRA Series 6 and 63 registrations, a requirement that separates this seat from most customer support roles. The work centers on Fund Accounting, Administration, Custody, wholesale and correspondent lending, and unclaimed property recovery, each governed by its own regulatory framework and account documentation standards. Accuracy matters. A representative who misreads a state investment statute or mishandles a Third Party Originator loan file can delay a client's funding or trigger a compliance flag that reaches senior relationship staff.

As the Client Service Representative, the role owns daily communication with account holders, advisors, and lending partners, resolving requests and protecting fund, custody, and loan record accuracy. Based within the Client Service Group, the representative partners with relationship managers and compliance staff to escalate unresolved issues and support FINRA-regulated recordkeeping.

Career Impact: Earning FINRA Series 6 and 63 registration within the first months on the job builds a credential financial services employers recognize industry-wide.

Business Impact: Accurate, fast resolution of service requests keeps fund transfers, loan closings, and unclaimed property claims moving without compliance delays.

Growth Opportunity: Handling escalations across custody, lending, and asset management accounts builds the track record needed for relationship manager and account executive roles.

• Resolve client service requests submitted by phone, email, and web portal, keeping account records accurate and clients informed.
• Escalate unresolved account issues to team leads or senior representatives when a single call cannot resolve the request.
• Coordinate with operations, compliance, and relationship management staff to process service requests and close outstanding client issues.
• Maintain accurate client and account records across fund, custody, lending, or unclaimed property claim files.
• Train clients on account platforms, onboarding steps, and documentation requirements for new or existing accounts.
• Monitor compliance with service level agreements and state or federal guidelines that govern client accounts.
• Prepare client reports and respond to inquiries about account status, transactions, loan files, or claims.
• Support new account onboarding by verifying documentation and coordinating with lending or advisory teams.

• Bachelor's degree in business, finance, or a related field, or equivalent professional work experience in financial services.
• 1 or more years of client service or account support experience within financial services, banking, or lending operations.
• Strong written and verbal communication skills for explaining account, service, and transaction information to clients and internal teams.
• Ability to prioritize and manage multiple client requests, service cases, or account inquiries under tight deadline pressure.
• Working knowledge of financial services account, compliance, and documentation procedures across lending, custody, or claims processing standards.
• Ability to work independently with minimal supervision across an assigned book of client accounts or cases.
• Aptitude for accuracy and attention to detail when reviewing account records, transactions, loan files, or claim documentation.

• Experience in a specific financial subsector, such as wealth management, mortgage lending, fund custody, or investment advisory services.
• Familiarity with regulatory compliance frameworks such as unclaimed property law, FATCA, CRS, or consumer data privacy rules.
• Fluency in an additional language beyond English to support a broader and more diverse range of clients.
• Prior experience building or maintaining external client relationships in a regulated financial environment.

• Average handling time per client inquiry, reflecting how efficiently service requests are resolved.
• First-call resolution rate, measuring the share of requests closed without escalation to a team lead.
• Inbound call and case volume handled daily, reflecting individual service workload.
• Service level agreement compliance rate, measuring how consistently response commitments are met.
• Account and claim record accuracy rate, reflecting error-free documentation across client files.
• Typical tools: Office suite (commonly Microsoft Word, Excel, and Outlook); account systems (commonly CRM or loan origination platforms).

• Base Salary Range: $45,000 to $62,000 per year, depending on location, seniority, and financial subsector
• Bonus: Annual performance bonus, typically 5 to 10% of base salary
• Equity: Rarely offered at this level, occasionally through an employee stock purchase plan
• Health Benefits: Medical, dental, and vision insurance, often with partial employer premium coverage
• PTO: Typically 15 to 20 days of paid time off, plus standard holidays
• Common Perks: 401(k) matching, tuition assistance, and reimbursement for professional certification exams

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks and, where applicable, credit history review are required before employment begins in this role. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected under federal, state, or local law. Reasonable accommodation under the Americans with Disabilities Act is available upon request during the application or employment process. Employment is contingent on confirming authorization to work in the United States.

The Client Service Representative delivers ITIL-compliant service management for assigned airline industry customers, managing service level agreements, continual service improvement plans, and operational escalations across contracted accounts. Reporting to line management, the representative leads service review meetings, coordinates with service providers, and oversees other client service staff to keep contracted service levels on track.

Key Responsibilities

• Provide ITIL-compliant service management to assigned customers.
• Manage customer requests for service and general queries promptly and professionally, helping to improve the customer relationship.
• Manage Service Level Agreements for assigned customers and ensure that all contracted service levels are met for each element of the services delivered.
• Support the Continual Process Improvement process with the customer, including recommendations for service upgrades, by identifying improvement needs and risk aspects and owning the service improvement plans.
• Comply with global Service Management standards and ITIL processes and practices as defined in the Customer Governance.
• Provide service reports to customers and line management.
• Seek improvements and innovations in the services delivered.
• Seek feedback from the customer and agree and own the customer's Continual Service Improvement Plan.
• Lead the Operation Review Board, Service Performance Review, or other service-related customer meetings in line with contractual obligations.
• Hold regular service reviews with service providers to review the quality of services delivered in support of assigned contracts.
• Escalate operational issues as required and act as the operational point of contact for customers, users, service providers, and line management.
• Manage other client service staff assigned to support the customer.
• Review monthly revenue, ensure related services are correctly billed, and contribute to the growth of service management and out-of-bundle revenue.
• Support territory management on service management revenue and during bid support.

Required Qualifications

• Bachelor's degree in IT, telecom, or business, or equivalent.
• ITIL Service Management Certification.
• 2 or more years of experience in a related role, delivering IT services to internal or external customers.
• 1 or more years of experience in customer management or in a customer-facing environment.
• Experience in the airline or air transport industry is desirable.
• Experience working in a matrix management environment, ideally multi-cultural.
• Experience working successfully in a process-oriented environment.
• Experience with continuous service improvement methods.
• Ability to organize and manage own work and tasks.
• Fluency in English, both written and spoken, with an additional EU language an advantage.

Embedded within the customer service team for ostomy and urology care, the Client Service Representative owns order processing, complaint handling, and referral coordination for patients and healthcare professionals across phone, email, and in-person channels. Working closely with field sales representatives and referral specialists, the representative builds long-term customer relationships and keeps CRM records accurate to support retention and product loyalty programme registrations.

Core Functions

• Support customers by phone, electronically, and face-to-face.
• Process customer orders received via inbound and outbound telephone, email, and post.
• Respond promptly to customer and colleague enquiries.
• Maintain complete and accurate records of all customer interactions in the CRM system.
• Ensure the complaints process is adhered to and relevant paperwork is completed in line with current processes.
• Complete mandatory training and online induction training within set deadlines.
• Keep updated with new products and services available to customers.
• Maximize referral opportunities and ensure leads are passed to the relevant referral specialist, in line with personal targets.
• Drive long-term business relationships and strengthen retention through customer registration to the loyalty programme, in line with personal targets.
• Follow established procedures within the department while identifying and suggesting improvements.
• Develop relationships with customers through empathy and diplomacy.
• Identify sales leads when speaking to professionals and pass the information to the relevant field salesperson.
• Complete general administration tasks, including filing and maintaining stocks of product and literature, so all team members can access information when needed.

Qualifications & Experience

• Degree-level education, or equivalent experience.
• ISO 9001:2008 compliance certification maintained in role.
• Experience in customer service across phone, email, and face-to-face interactions.
• Proven track record of working towards KPIs and targets.
• Experience in the pharmaceutical industry.
• Working knowledge of the Ostomy and Urology markets.
• Solid working knowledge of relevant products and services.
• Good aptitude for technology and data-driven decision-making.
• Analytical and decision-making skills, with close attention to detail and accuracy.
• Working knowledge of Word, Excel, and report writing.
• Excellent verbal and written communication skills, including active listening and numeracy.
• Strong organizational skills, commercial acumen, and high personal accountability and integrity.
• Ability to work independently and as part of a team, dealing effectively and professionally with customer complaints.
• Willingness to travel occasionally to other sites as required.

Reporting to senior client service team members, the Client Service Representative shapes oversight of fund accounting, administration, and custody activities for assigned client relationships, executing reconciliation reviews and monitoring core reporting. Partnering with internal departments, the representative resolves client requests and escalates servicing issues to protect client satisfaction across the assigned account book.

Primary Duties

• Execute reviews of internal reporting and reconciliations for assigned client relationships and escalate issues that may affect client servicing to senior staff.
• Work with internal departments to support, prioritize, and resolve client requests, deliverables, and issue resolution.
• Analyze and oversee core reconciliations and reporting that affect assigned client relationships.
• Monitor and respond to client inquiries on a daily basis.
• Assist in activities that support measurement of client service standards across products offered.

Skills & Qualifications

• Bachelor's degree, or equivalent work experience.
• Ability to learn and use new technologies to research, analyze, and resolve client needs.
• Aptitude for numbers and accuracy, with strong analytical ability.
• Comprehensive working knowledge of Microsoft Office.
• Ability to build and maintain internal and external client relationships.
• Demonstrates superior client service skills.
• Ability to communicate effectively in both written and verbal formats.
• Ability to work efficiently under pressure.
• Flexibility to work alternative hours and overtime as needed.

Sitting at the intersection of online auction operations and client support, the Client Service Representative builds solutions for sellers and bidders across phone, chat, and email, training clients on auction tools while resolving complex account and data issues. Operating across ticketing, chat, and phone channels, the representative escalates unresolved cases to the appropriate team and delivers monthly call support that keeps seller relationships active.

Duties

• Provide service to clients and sellers via phone, chat, and email.
• Process client auction data.
• Listen to customer needs and recommend appropriate and accurate solutions in a high-volume environment.
• Identify, research, and resolve customer issues through available resources and escalate to appropriate channels when needed.
• Train clients to be self-sufficient in using the website and online tools.
• Make courtesy calls and reminders to auction companies when important updates must be communicated.
• Provide monthly urgent call support for sellers.

Requirements

• Minimum of a high school diploma or GED, preferably with 2 years of college.
• 3 or more years of prior customer service experience.
• Auction house experience considered a plus.
• Experience working as an account manager or in marketing ad sales is considered a plus.
• Capacity to identify and extract key information from large data files.
• Strong technical aptitude, including expertise with office suites, web navigation, CRM tools, and online conferencing software.
• Excellent verbal and written communication skills, and can respond promptly to inquiries via telephone, ticketing system, and chat.
• Ability to multitask, prioritizing and managing multiple inquiries simultaneously.
• Capacity to work independently and efficiently to meet deadlines in a high-volume, high-performance environment.
• Ability to listen to customer needs and recommend appropriate and accurate solutions.
• Availability for on-call overnight and weekend shifts, with willingness to work at least one weekend per, and travel 15% of the year.
• Valid driver's license required.

A key member of the advisor support team, the Client Service Representative leads daily phone and email coverage for financial advisors, initiating service requests and guiding new account documentation to keep client accounts accurate and current. Collaborating across Managed Account Services and regional sales teams, the representative resolves advisor inquiries and reinforces the firm's reputation for dependable client service.

Functions

• Provide daily phone and/or email coverage to clients.
• Provide support and training to clients regarding website functionality.
• Initiate service requests and coordinate resolution with other internal departments.
• Communicate and document service request status to advisors on a timely basis.
• Address inquiries with advisors and provide prompt feedback regarding client accounts.
• Provide guidance on new account document completion and requirements.
• Coordinate with the Managed Account Services department to establish client accounts.
• Coordinate client communications with regional sales teams regarding new account updates.
• Address and respond to internal inquiries regarding client accounts.

Experience & Qualifications

• Bachelor's degree in business, finance, or a related field of study.
• 1 or more years of experience in financial services operations and client service, including internships.
• Experience with wealth management or investments preferred.
• Fast learner with the ability to learn new technology and platforms.
• Tech-savvy and proficient in the Microsoft Suite of products, including Word, Excel, and Outlook.
• Well-developed organizational skills, with attention to detail.
• Ability to prioritize and maintain multiple client requests.
• Ability to make decisions and implement solutions based on a thorough understanding of the financial industry and the firm's products, policies, and procedures.
• Committed to providing a positive client experience and reinforcing the firm's image as a premier financial services provider.

Accurate advertising schedules and smooth account administration depend on the Client Service Representative, who builds sales orders, contracts, and flow charts while tracking discrepancies for the ad sales team. Based within the sales support function, the representative partners with account managers and account executives on proposals and expense reporting, coordinating special projects that keep client campaigns on schedule.

Accountabilities

• Create and maintain sales orders, flow charts, and contracts, while tracking and solving discrepancies.
• Act as a liaison between internal support departments and external agency contacts by notifying clients of all changes in advertising schedules, availability, and traffic.
• Apply and develop critical thinking to solve problems and handle challenging requests.
• Review post analysis reports for accounts while assisting account managers and account executives in proofing, scheduling, copying, typing, and composing proposals, letters, memos, and processing expense reports.
• Provide additional support for the entire sales assistant team when asked.
• Coordinate and facilitate special team projects.

Technical Qualifications

• B.A. degree in marketing, business, or a related subject, or equivalent work experience.
• 1 to 2 years of previous administrative experience with a talent, literary, or creative representation agency, considered a plus.
• Demonstrated aptitude for working with numbers.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Excellent oral and written communication skills.
• Professional phone manner and excellent attention to detail.
• Strong organizational skills and the ability to prioritize work under pressure.
• Strong interpersonal skills and the ability to work with both internal personnel and external contacts.

As the Client Service Representative, this role owns daily communication with account owners and legal claimants about unclaimed property, educating callers on recovery steps and placing outbound calls to correct submitted paperwork. The Owner Location Services division relies on this work to apply financial institution guidelines accurately and expedite case processing before assets are reported to the state.

Activities

• Communicate with account owners or entitled legal claimants by phone on a daily basis.
• Explain to owners or entitled legal claimants the process of recovering or updating the at-risk account and what additional services can be provided throughout the process.
• Receive 30 to 40 inbound calls daily and educate callers on why they are receiving documentation and, in some instances, offer additional services.
• Place 10 to 20 outbound calls to warm customers, attempting to correct paperwork submitted incorrectly.
• Understand and apply guidelines developed by financial institutions related to the distribution of assets from a deceased account owner's account.
• Use appropriate judgment and discretion to maintain regular communication with owners or legal claimants via telephone and mail until case resolution.
• Use appropriate judgment and discretion to determine whether an account owner or legal claimant could benefit from other service offerings and offer the same.
• Expedite case processing as needed to prevent accounts from being reported to the state.

Position Requirements

• 1 to 3 years of experience in customer service or inside sales, or similar relevant experience in a customer-facing role.
• Experience in the financial services industry.
• Experience with state and municipal guidelines related to estate laws is considered a plus.
• Experience with guidelines of financial institutions related to distribution of assets from a deceased account owner's account.
• Ability to work independently and with minimal supervision.
• Excellent verbal communication skills.
• Strong process and organization skills.
• Bilingual in Spanish is considered a plus.

Client Service Representative leads first-touch support for a national team of wholesale account executives and correspondent business development directors, facilitating client training calls and resolving loan portal issues from submission through closing. The work directly supports timely third-party originator loan closings, service level compliance, and a consistent point of contact for wholesale and correspondent lending clients.

Operational Focus

• Provide first-touch support to a national team of wholesale account executives and correspondent business development directors, assisting in closing third-party originator loans through wholesale and correspondent lending channels.
• Facilitate and train the New Client Training Call for clients on the loan portal and processes from submission through closing.
• Serve as a resource for client inquiries throughout the loan process, providing one-call resolution or escalating to a team lead or operations management when needed.
• Act as the main point of contact for client service-related questions and issues.
• Ensure that a customer-centric culture is exemplified and that all communication is timely, professional, and forward-thinking.
• Collaborate with internal operations staff on other work projects and business needs to ensure service level agreements are met, and problems are solved in an expeditious manner.
• Maintain knowledge of company policies, procedures, underwriting guidelines, and compliance.

Knowledge, Skills & Abilities

• Strong mortgage product knowledge, including loan processing and loan closing or funding.
• Technologically savvy, with the ability to work in varied systems, including proficiency with Excel, Word, and Access.
• Experience with loan origination systems, document management, or other mortgage-related processing systems is considered a plus.
• Motivated by helping others and providing an excellent client experience.
• Excellent interpersonal communication skills, both written and oral.
• Organized, detail-oriented, and able to maintain reliable follow-through.
• Exceptional time management and organizational skills.
• Ability to effectively multitask in a high-volume environment.
• Ability to work independently and troubleshoot issues, including underwriting, technology, or service needs.
• Demonstrated ability to simultaneously handle a large and diverse number of tasks and issues with tact, cooperation, and persistence.

The Client Service Representative oversees front-desk registration, check-in, and hospitality support for aviation training clients, coordinating TSA compliance documentation, book bag supplies, and study material access throughout each training visit. Reporting to the CSR Group Lead, the representative resolves client issues on-site, tracks daily attendance notifications, and keeps the training center lobby and store organized for incoming trainees.

Key Deliverables

• Greet clients in the reception area and perform registration.
• Answer phones and direct calls to the appropriate person.
• Prepare client materials for check-in, including COD prebills, pending contracts, book bags, name badges, schedules, name tents, and luggage tags.
• Ensure complete check-in process, including collecting payments, signing contracts, and confirming clients are TSA-approved and compliant with regulatory requirements.
• Maintain inventory of book bag supplies, such as pens, pencils, and welcome brochures.
• Maintain the client lobby and lounge area.
• Provide daily notification of client issues and no-shows to sales and training services.
• Assist with daily reports.
• Assist clients with study material applications and the crew training app.
• Provide on-site client assistance to resolve problems and handle complaints in a manner that ensures good customer relations, with an emphasis on client retention.
• Assist with taking messages and handling schedule changes for clients.
• Provide prompt, friendly, and efficient hospitality services, including making entertainment and special event arrangements and using internet services for mapping locations.
• Maintain company store items and inventory.
• Provide general administrative assistance to sales and center management.

Professional Experience

• High school graduate or equivalent; a 2-year degree is highly preferred.
• Hotel, concierge, travel, or customer service experience preferred.
• Experience with Microsoft Office products, including Word, Excel, and PowerPoint, with an emphasis on Outlook.
• Proven ability to quickly identify and resolve problems.
• Ability to gather and analyze information skillfully and with tact.
• Able to use reason and sound judgment when dealing with emotional topics.
• Strong customer service ethos.
• Expert communicator who can listen effectively to find the root cause of issues and communicate clearly to ensure positive results.
• High level of personal integrity.
• Self-motivated, positive, enthusiastic, and goal-oriented.
• Able to work in a culturally diverse group and be flexible with the capacity to embrace change.

Embedded within the order processing division, the Client Service Representative develops resolutions for complex customer requirements and escalated order requests, adhering to service level agreements and standard operating procedures across fax, written, and web orders. Working closely with sales, warehouse, and finance teams, the representative reviews training materials, leads follow-up meetings with stakeholders, and supports cross-regional workload coverage when volume peaks.

Areas of Ownership

• Deal with complex customer requirements efficiently and professionally, per service level agreements.
• Manage escalated order-related requests to find resolution without managerial support.
• Raise issues that cannot be resolved without team lead support on the appropriate platform.
• Contribute to the implementation of new assignments and projects, as part of a team or individually.
• Manage workload by considering the entire team's workload allocation and provide cross-regional or cross-functional support when necessary.
• Develop and review training materials and contribute to new joiner training.
• Adhere to standard operating procedures, service level agreements, and departmental training guidelines, including successful completion of ERP and country-specific tests.
• Take ownership of review and follow-up meetings with the team and stakeholders.

Background & Experience

• High school diploma or a government body award required; a bachelor's degree is preferred but not essential, with relevant experience and knowledge also considered.
• 1 to 2 years of customer service experience required, preferably in a shared service center, multinational, or office environment.
• Experience with Oracle or SAP preferred but not essential.
• Competent Microsoft Office user.
• Display attention to detail and accuracy in the workplace.
• Ability to identify and solve problems and multitask under tight deadlines.
• Ability to work well with others and lead by example while working on own initiative.
• Ability to deal with ambiguity and act without having every detail available.
• Sense of ownership of roles and responsibilities and ability to see the bigger picture.
• Good organizational skills and ability to prioritize workload effectively.
• Proactive, solution-focused mindset.
• Judgment, tact, and diplomacy in dealing with internal and external customers.
• Strong written and verbal communication skills.

Reporting to call center leadership, the Client Service Representative refines first-contact phone and email support, recording CCPA requests and tracking handling time, volume, and inquiry trends against individual service quality goals. Partnering with compliance and operations teams, the representative improves the client experience by surfacing recurring issues and completing ad hoc projects that support broader service metrics.

Role Responsibilities

• Represent the organization as a potential first point of contact.
• Answer telephone calls and connect inquiries with the appropriate internal contacts.
• Provide detailed and timely solutions to client email inquiries.
• Record California Consumer Protection Act requests and input client feedback as instructed.
• Maintain individual service quality goals and adhere to call center policies and procedures to improve client satisfaction results.
• Track client service metrics and key points of interest, such as volume, average handling time, inquiry types, forecasts, and projections.
• Improve client experience by identifying frequently asked questions, patterns in metrics, and other data that may assist with driving positive change.
• Assist with ad hoc projects as needed.

Required Qualifications

• Bachelor's degree required.
• 1 to 3 years of experience with call center, client service, client experience, customer success, customer relations, or receptionist backgrounds.
• General understanding of FATCA/CRS, unclaimed property, and CCPA rules and regulations, considered a plus.
• Intermediate to advanced proficiency in Microsoft Office.
• Knowledge of call center equipment, such as remote phone system technology, is considered a plus.
• Developed communication and diplomacy skills to guide and influence others, particularly colleagues in other areas and occasional external clients.
• Genuine interest in client experience, service, and the overall client journey, with the ability to effectively translate that interest into action.
• Outstanding interpersonal, organizational, verbal, and written communication skills.
• Reputation for being energetic, motivated, and positive.
• Familiarity with call center and client service metrics is considered a plus.
• Fluency in English; fluency in additional languages considered a plus.

Sitting at the intersection of asset management products and day-to-day account service, the Client Service Representative advances client funding requests, account updates, and reporting questions for advisors and institutional clients across phone, email, and web-portal channels. Operating across the Client Service Group and the Relationship Management Team, the representative prepares client reports, supports RFP responses, and applies state investment statutes accurately to protect account integrity.

Job Functions

• Provide superior service to clients for requests received via inbound calls, email, or a secure web portal.
• Proactively reach out to clients by phone or email to address day-to-day account funding requirements or account updates.
• Participate in campaigns associated with marketing efforts and administrative clean-up efforts.
• Provide an overview of asset management products and services to clients and prospects.
• Participate in industry conferences and client meetings periodically.
• Explain the various reports sent to clients and answer client questions relating to the reports.
• Serve as a liaison between the Client Service Group and other departments within the organization to achieve regional goals, working with the Key Account Manager.
• Prepare client reports and other written communications.
• Receive incoming phone inquiries from existing clients, prospects, and marketing representatives, and follow up with accurate and timely responses.
• Assist with RFP responses.
• Generate outbound calls to existing clients promoting products and services.
• Assist with updating client information through form processing in internal databases.

Qualifications & Experience

• Active FINRA Series 6 and 63 certifications required; employees without active certifications must obtain them within 3 months of hire as a condition of continued employment.
• Candidates with 0 to 3 years of experience in the financial services industry, with relevant internships or coursework, will be considered.
• Prior customer service, relationship management, or sales experience, with a demonstrated commitment to establishing efficient, top-notch customer partnerships.
• Awareness of state-specific investment statutes and how they may affect a client's investment options.
• Demonstrated knowledge of equity and fixed income funds, short- and intermediate-term fixed income investments, and money market instruments.
• Ability to quickly learn complex concepts and manage multiple priorities while maintaining strong attention to detail and accuracy in a dynamic, demanding environment.
• Intrinsic sense of urgency, efficiency, and collaboration for interaction with clients, colleagues, and superiors.
• Excellent written and verbal communication and interpersonal skills, and the ability to actively listen to others.
• Ability to operate successfully in a team environment.
• Demonstrate unwavering integrity and instills confidence in others.
• Desire to improve processes, take initiative, and solve problems.