Client Relations Specialist (Full Time Contractor)

About the Role

The Client Relations Specialist is a highly client-facing role responsible for managing real-time communication, onboarding, and ongoing support for both prospective and active clients. Reporting to the Vice President and working closely with the Head of Client Relations, this individual serves as a primary point of contact across all communication channels — email, phone, text, and video — ensuring a seamless, responsive, and high-touch client experience.

This role is deeply embedded in the client lifecycle, frequently joining sales calls to initiate onboarding, supporting transaction requests, conducting client check-ins, and proactively following up to ensure all client activity is completed accurately and efficiently.

Key Responsibilities

Client Engagement & Communication

• Serve as a primary, front-line point of contact for both prospective and active clients
• Communicate with clients throughout the day via email, phone, text, and video calls
• Be readily available to support clients in real time, including while they are at the bank initiating wires or requesting account actions
• Provide immediate guidance on wire instructions, funding confirmations, withdrawal processes, and portal access
• Join live sales calls to introduce onboarding and begin the account setup process upon client commitment
• Conduct proactive client outreach, including check-ins to ensure client satisfaction and engagement
• Contact clients to confirm attendance for firm events and ensure a strong client experience
• Deliver a high-touch, patient, and professional experience with clarity and positivity
• Adhere to all company communication standards, SLAs, and established processes

Client Onboarding & Account Activation

• Lead the onboarding process from initial introduction through account activation with each client
• Guide clients in real-time through onboarding steps, documentation, and account setup
• Collect and verify KYC documentation and coordinate directly with brokers for application processing and funding
• Coordinate with the tech team to provision and troubleshoot client portal access during onboarding
• Ensure a seamless transition from sales to active client with minimal friction or delay

Client Support, Follow-Up & Retention

• Proactively follow up with clients on outstanding requests, documentation, account actions, and portal access needs
• Track and follow up on deposit activity, including wires not yet received by the broker

Ideal Candidate

The ideal candidate is highly responsive, client-first, and brings a positive, solutions-oriented approach to every interaction, ensuring clients feel supported and confident at all times.