Senior Client Services Associate/Workflow Coordinator

About MidAtlantic IRA MidAtlantic IRA, LLC is a non-advisory, self-directed IRA administration firm offering comprehensive retirement account solutions, including Traditional, Roth, SEP, SIMPLE, and 401(k) plans. With a focus on service excellence and responsiveness, the firm supports clients seeking to diversify their retirement portfolios through alternative investments like real estate, private lending, precious metals, and private placements. Founded in 2004 and based in historic downtown Frederick, MD, we’re a small, family-run firm with a big emphasis on people. Our collaborative, nimble culture is welcoming, flexible, and fun — the kind of place where new ideas are encouraged and teamwork matters. We support our team with health, dental, and vision insurance, paid time off, and a 401(k) with employer matching. About the Role MidAtlantic IRA is seeking a Senior Client Services Associate / Workflow Coordinator to lead the day-to-day execution of acquisitions and dispositions of alternative assets within client retirement accounts. This role is also responsible for coordinating workflows across transaction departments to ensure work moves efficiently and accurately. This is a hands-on, on-site position. The Senior Client Services Associate / Workflow Coordinator serves as the primary operational lead for client transactions, ensuring timely execution, proper documentation, and a consistently exceptional client experience—turning clients into raving fans. Working closely with leadership, this senior-level role plays a critical part in operational success and offers a clear growth path, based on performance into positions such as Client Services Lead or Operations Lead. Why This Role Matters The Senior Client Services Associate/Workflow Coordinator is essential to client retention and operational efficiency, serving as the backbone of day-to-day client support. This role enables leadership to focus on growth while enhancing client experience, ensuring regulatory compliance, and driving revenue through proactive relationship management. What You Will Own Client Inquiries and Service Needs Execute day-to-day transactions across a broad range of alternative assets, including (but not limited to) real estate, private placements, private equity, promissory notes, cryptocurrency, and precious metals Oversee transaction workflows, documentation, and timelines to ensure accuracy and prevent delays, often under tight deadlines Support account administration as needed, including account openings and closures, transfers, distributions, online access setup, payment authorizations, fair market valuations, mailings, and miscellaneous client requests. Ensure timely, accurate processing of all account activity and related documentation Relationship Management & Retention Build and maintain long-term client relationships by delivering exceptional, personalized service and proactive communication Address and resolve client inquiries, concerns, and complaints in a professional and efficient manner Develop strong collaborative relationships with internal teams and leadership Demonstrate sound judgment when identifying and escalating issues to leadership Workflow and Process Improvement Manage daily workflow allocation and capacity in real time to meet service demands Identify operational inefficiencies recommending improvements to enhance speed, clarity, and consistency Partner with leadership on workflow optimization and system enhancements Communicate process changes clearly to ensure team alignment and smooth implementation Mentorship and Training Support the training and development of junior staff to elevate team performance and service standards Security, Compliance, and Risk Management Maintain strict adherence to information security, privacy, and document handling requirements Protect confidential client and company information at all times Assist with regulatory research and analysis for complex or unique IRA scenarios What Success Looks Like Success in this role is demonstrated by the ability to independently manage responsibilities while maintaining accuracy, efficiency, and strong client relationships. Within the first six months, a successful candidate will: Consistently process transactions accurately and on schedule Resolve client issues efficiently with minimal escalation or leadership involvement Proactively manage workflows, anticipating needs rather than reacting to issues Qualifications Basic Bachelor’s degree or equivalent professional experience 3–8 years of experience in a fast-paced, client-facing role Experience in financial services or other highly regulated environments Strong decision-making skills with the ability to exercise sound judgment under pressure Demonstrated ability to remain calm, objective, and professional in high-pressure situations Advanced proficiency in Microsoft Office Suite and CRM software, Preferred Familiarity with Zoho, TNET, or comparable systems Certified IRA Services Professional (CISP) designation or similar or willingness to obtain within 2 yrs Core competencies Exceptional verbal and written communication skills, particularly when working with high-net-worth clients Proven ability to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment Proactive, detail-oriented approach to resolving complex client inquiries and operational challenges Ability to support the training of junior staff and contribute to onboarding processes Work Environment and Expectations This position is based on site in Frederick, Maryland Occasional overtime may be required to meet business needs Minimal travel required Applicants must be authorized to work in the United States Pay: $54,224.16 - $66,485.01 per year Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work Location: In person