WHAT DOES A CLIENT SERVICE DO?

Published: May 22, 2025 – The Client Service Professional delivers responsive and solution-oriented support to maintain high levels of client satisfaction. This position coordinates with internal teams to resolve service issues efficiently and meet client expectations. The individual also ensures consistent communication and professional handling of inquiries across various service channels.

A Review of Professional Skills and Functions for Client Service

1. Client Services Administrator Accountabilities

  • Communication: Answering all queries from clients and operations staff via phone, email, and post
  • Procurement: Creating Purchase Orders for Field Teams and suppliers, e.g., plant and materials
  • Equipment Management: Ordering hire equipment, arranging machinery repairs/payments
  • Administrative Support: Assisting relevant administrators concerning training and PPE for the region
  • Logistics Coordination: Arranging for Traffic Management for sites
  • Documentation Handling: Receipt of site documentation from teams, including timesheets, client paperwork
  • Client Reporting: Reporting progress and completion of jobs to the Client
  • Contract Setup: Setting up new contracts on the accounts system
  • Payment Processing: Assisting the Rail Commercial Team with applications for payment and supporting information
  • Financial Allocation: Allocating payments to contracts and advising the HO Accounts
  • Performance Monitoring: Ensuring that the Client’s Key Performance Indicators are met and exceeded
  • Stakeholder Engagement: Interfacing with Network Rail and Delivery units

2. Client Service Analyst Functions

  • Administrative Support: Providing an efficient and effective administration and operational service to the department, resolving general internal, external client enquiries
  • Presentation Preparation: Preparing presentations for external client review meetings, ensuring PowerPoint slides are created well in advance of upcoming meetings
  • Meeting Preparation: Providing background information and documentation on the relevant client before the meeting for the Client Relationship Manager (CRM) Team to prepare for the meeting
  • Client Communication: Owning and coordinating the successful resolution of day-to-day requests for information from clients and consultants, liaising and utilising expertise from around the business, in line with client deadlines and expectations
  • Client Understanding: Developing and maintaining an understanding of client mandates and their future needs with a view to being able to answer more complex queries
  • Data Management: Updating and maintaining all relevant records, logs, and databases
  • Client Support: Supporting and providing cover for a Client Relationship Executive's portfolio of clients during times of absence or high volumes

3. Client Service Associate Duties

  • Data Management: Assist the team with new and ongoing data and document maintenance in Client Relationship Management (CRM) and Document Management Systems (DMS)
  • Mail Processing: Receive, review, and process incoming mail, and send to appropriate team members
  • Document Handling: Compile, scan, and organize incoming data and documents
  • CRM Maintenance: Send outgoing mail and maintain CRM data
  • Communication Quality: Ensure all communication is "client-ready" - consistent, correct spelling and grammar, professional appearance, logically organized, etc.
  • Material Preparation: Use the print and binding machine to compile and bind meeting materials
  • Event Support: Room setup and breakdown, including Audio/Visual equipment setup
  • Hospitality Coordination: Order any food, handle delivery, set up, and clean up
  • Client Engagement: Assist with enhancing the client experience, packaging client gifts, coordinating birthday cards, etc.
  • Signature Tracking: Coordinate with the team to track receipt of various paperwork for the client's signature
  • Remote Support: Offer support for remote team members
  • Technical Proficiency: Develops proficiencies in technology platforms to troubleshoot and offer support

4. Client Services Consultant Job Description

  • Client Engagement: Engage with new clients as the primary point of contact after the Commercial Agreement has been reached
  • Product Delivery: Assist in the delivery of the product software
  • Installation Support: Assist in the client's installation and configuration of Waratek's product software
  • Application Validation: Assist in the validation of client application behaviour on Waratek products
  • Rollout Planning: Contribute to the Production rollout plans for clients
  • Go-Live Support: Assist with and provide support for client “go-live” events
  • Post-Production Support: Provide post-production support for products and services
  • Issue Troubleshooting: Personally, troubleshoot client-facing technical and business issues
  • Team Coordination: Coordinate with other internal teams such as PreSales, Sales, Engineering, and QA
  • Meeting Logistics: Assist in the planning, management, and general logistics of regular Client Meetings
  • Process Improvement: Improve the processes and tools used by Client Services
  • Issue Resolution: Primary resolution point for issues and questions raised by clients

5. Client Service Executive Details and Accountabilities

  • Proposal Development: Develop proposals based on the scope and narrative provided by Account Sales Managers/Account Development Managers
  • Market Research: Undertake client and market research as requested by the Sales team, and collate relevant supporting information
  • Stakeholder Management: Build strong relationships with key internal stakeholders
  • Media Planning: Build and modify media schedules based on customer requirements, seeking appropriate pricing or editorial approvals
  • Campaign Monitoring: Collaboratively monitor digital campaigns to ensure delivery, flagging any risks and providing recommendations to ASM’s/ADM’s
  • Campaign Analysis: Support ASM’s/ADM’s with post-campaign analysis by putting together detailed post-campaign reports
  • Competitor Tracking: Monitor competitors and maintain awareness of market movements
  • Customer Focus: Contribute to an innovative and customer-focused culture
  • Team Support: Support team members in handling enquiries and providing advice

6. Client Service Manager Roles

  • Operations Oversight: Serve in a "COO" type of role to ensure that servicing needs are met
  • Client Relationship Management: Partner with multiple Relationship and Account Managers to form the client relationship team, managing all aspects of the client relationship
  • Client Understanding: Understand the client's overall objectives that influence their investment and servicing requirements
  • Project Leadership: Lead and/or collaborate on client-related projects and strategic initiatives (e.g., fund restructuring/launches, client communications, building new client reports, solving for new opportunities such as SMAs, Alternatives, etc.)
  • Meeting Management: Prepare for, lead/attend, and provide follow-up on client meetings and inquiries
  • Cross-Functional Collaboration: Partner with other functional areas to address client issues, concerns, and opportunities
  • Transaction Coordination: Coordinate transactions, including facilitation of onboarding new clients, investment management agreements, guideline-related issues, and investment compliance matters
  • Regulatory Compliance: Liaise with the client and internal parties to ensure compliance with applicable regulations
  • Ad Hoc Support: Provide oversight and respond to ad hoc requests
  • Process Management: Manage the client team's process-oriented work, including reporting, and ensure client deadlines are met
  • Team Support: Act as a day-to-day resource for client analysts
  • Process Improvement: Identify opportunities to create efficiencies and assist in internal initiatives to implement efficiencies

7. Client Service Representative Essential Functions

  • Account Placement: Gather information from clients and place accounts for repossession, operating within the scope of applicable laws and regulations, and in a manner that represents professionalism and that does not jeopardize the integrity of the company
  • Account Updates: Provide updated account information to the lender
  • Information Gathering: Gather pertinent information from clients to place accounts for repossession
  • Territory Coordination: Forward account information to field representatives based on territory coverage
  • Skip Tracing: Conduct light skip tracing when field representatives are unable to locate collateral based on account placement information
  • Client Notification: Contact the client immediately upon repossession of collateral
  • Documentation Submission: Forward a condition report, personal property inventory form, and photos to the client on time
  • Notice Delivery: Forward the impound and personal property notice to the proper parties
  • Status Communication: Communicate the status of accounts verbally and in writing to the client
  • Account Management: Maintain account consignments, closing when necessary, and updating statuses
  • Cost Accounting: Account for costs and charges to clients, correctly and thoroughly, while monitoring company expenses
  • Client Service: Serve as the point of contact to the client, providing any requested services and information

8. Client Service Specialist Tasks

  • Sales Support: Engage with clients and internal groups for sales support
  • Client Communication: Maintain client contact to answer questions and provide readily available information as it relates to servicing their comprehensive relationship
  • Deliverable Execution: Execute on deliverables based on the mutually agreed-upon client’s strategy
  • Meeting Follow-Up: Work through and deliver on follow-up items from ongoing meetings with the Advisor
  • Data Entry: Assist in gathering and entering data into the client contact portal
  • Financial Planning: Analyze and prepare financial plans using the proprietary planning software and tools
  • Visual Presentation: Prepare charts, graphs, tables, and other visual aids to be used in implementation meetings with clients
  • Investment Research: Investment research using a trading platform and other approved tools
  • Client Service: Provide exceptional client service
  • Meeting Coordination: Schedule and confirm meetings weekly, create an agenda and summary of meetings, and provide necessary follow-up
  • Correspondence Preparation: Prepare routine client correspondence, support execution from implementation meetings, set up client files, copy and create new business correspondence and alerts
Relevant Information
What Does A Client Service Administrator Do?
What Does A Client Service Supervisor Do?
What Does A Client Service Executive Do?
What Does A Client Service Manager Do?