Client Relationship Specialist (Remote | Financial Services)

OverviewWe are helping a U.S.-based financial services organization hire a Client Relationship Specialist to support clients managing investment and retirement accounts.Our client is a regulated trust company specializing in self-directed IRAs and alternative assets, supporting thousands of investors and institutional partners across real estate, private equity, precious metals, digital assets, and more.This is not a traditional support role. You will manage a portfolio of clients, own requests end-to-end, and proactively ensure a seamless, high-touch client experience.Key ResponsibilitiesClient Relationship Management Serve as the primary point of contact for a portfolio of clients Own each client relationship from first contact through resolution Respond to client inquiries via email and phone with urgency (target: within 1 hour) Proactively provide updates, reminders, and next steps—before clients need to follow up Conduct periodic check-ins with key clients to strengthen relationships Case Ownership & SLA Management Own all client cases from creation through resolution—no request is left without follow-through Track and manage multiple open requests, ensuring timely updates and progress Meet or exceed SLA expectations for response and resolution times Identify repeat issues, risks, or complex cases and escalate appropriately Transactions & Client Support Guide clients through account-related processes (transfers, distributions, onboarding, documentation) Clearly explain requirements (documentation, authorization) without providing legal or tax advice Review account activity and documentation to investigate concerns Coordinate with internal teams to ensure accurate and timely execution Support clients through more complex processes involving alternative assets Documentation & Operations Maintain accurate, detailed records of all client interactions in the CRM (e.g., HubSpot) Ensure client profiles are complete and up to date Monitor open cases and ensure nothing falls through the cracks Continuous Improvement Identify recurring issues and process gaps Contribute to internal documentation and knowledge base updates Participate in training, reviews, and feedback sessions Qualifications2–5 years of experience in a client-facing role (customer service, client services, customer success, account management, or similar) Excellent written and verbal English communication skills Strong ownership mindset with the ability to manage cases from start to finish Experience working with SLAs, response time targets, or time-sensitive requests High attention to detail, especially when handling sensitive or account-related information Strong organizational skills and ability to manage multiple ongoing requests Proactive, with a habit of following up and driving resolution Comfortable working independently in a fast-paced, evolving environment Preferred (not required): Experience in financial services, banking, fintech, or high-value account management Familiarity with CRM tools (e.g., HubSpot) Experience handling transactions, documentation, or compliance-related processes Background in high-touch or concierge-style client service What We’re Looking ForTakes full ownership and does not wait for direction to move things forward Proactively communicates and follows through consistently Calm, professional, and empathetic when handling sensitive financial concerns Detail-oriented without sacrificing speed or responsiveness Comfortable adapting to new processes and contributing to improvements Compensation & Work SetupSalary: $1,200 – $1,500 per month (depending on experience) Fully remote Full-time (40 hours per week, independent contractor) Must overlap with U.S. business hours (Pacific to Eastern Time) Why Apply? Work in a high-touch, relationship-driven role (not queue-based support) Take ownership of client outcomes, not just respond to tickets Be part of a growing team building a more proactive service model Gain exposure to financial services and alternative investments Stable, full-time remote opportunity aligned with U.S. hours