Client Service Associate
Remote
Retired.com – Operations /
Full-time /
Remote
We’re seeking a Client Service Associate to join our team and be the first point of contact for our clients. In this role, you’ll support clients with inbound inquiries related to self-directed IRA accounts, Checkbook LLCs and Trusts, cryptocurrency, and other account services. You’ll deliver timely, professional, and accurate support while navigating financial services systems and CRM tools.
This is a full-time, remote position that requires attention to detail, industry knowledge, and a strong commitment to client satisfaction.
Responsibilities:
- Respond to client inquiries in a timely and professional manner through phone, email, and live chat channels.
- Deliver accurate information regarding account services, self-directed IRAs, Checkbook LLCs and Trusts, and cryptocurrency, as needed.
- Guide clients through various transactions that occur throughout the IRA account life cycle.
- Troubleshoot and resolve client issues efficiently, escalating more complex matters to the appropriate teams when necessary.
- Maintain a comprehensive understanding of company products, account types, and investment options.
- Record all client interactions and updates accurately within the company’s CRM system.
- Monitor assigned queues to ensure responses aligned with established service level expectations.
- Support clients with routine account activities, account maintenance, and general technical issues.
- Stay current on industry regulations and compliance updates affecting self-directed IRAs.
- Coordinate with cross-functional teams to ensure consistent and seamless client support.
- Actively engage and participate in team meetings, 1:1s, reviews, and ongoing training to enhance knowledge and service effectiveness.
- Perform additional tasks as needed and provide team support as required to uphold service standards and achieve client satisfaction.
$23 - $26 an hour
Education:
High school diploma or equivalent required.
Associate’s or bachelor’s degree in business, finance, or related field preferred.
Experience:
1–2 years in customer service or administrative support (financial services or call center experience a plus).
Skills & Knowledge:
Proficiency with CRM platforms (e.g., HubSpot).
Familiarity with financial services tools and email platforms.
Strong organizational skills and attention to detail.
Excellent verbal and written communication.
Ability to handle sensitive information with discretion.
Problem-solving mindset with a client-first approach.
Knowledge of IRA account life cycle and IRS regulations for retirement accounts.
