Client Services Associate

About the Role

The Client Services Associate is the backbone of our client onboarding experience. You will be the first point of contact for new clients as they open accounts, initiate transfers, and get settled into our platform. Your job is to ensure that nothing falls through the cracks and that every client feels supported, informed, and in good hands from day one. This is a service and coordination role focused on guiding clients through paperwork and consistent follow-up to keep processes on track. This is an in-office role based in Frederick, MD.

Key Responsibilities

• Send application and account-opening paperwork to prospective clients and guide them through the process.
• Review and process completed new account paperwork, transfer requests, and transactions.
• Serve as the primary point of contact for client inquiries via phone, email, and general inbox, answering routine questions and directing clients to the appropriate department.
• Follow up regularly on missing documents, pending transactions, and outstanding items to keep new accounts moving forward.
• Communicate directly with banks and financial institutions to initiate and track transfer requests.
• Maintain accurate and current client records in Zoho CRM.
• Assist clients with online portal access, primarily troubleshooting login or access issues.
• Collaborate with sales, compliance, and operations teams to resolve client issues promptly.
• Coordinate handoffs of newly funded clients to the investment operations team.
• Keep the sales manager informed of new account status, delays, and outstanding issues.
• Share feedback on improving CRM workflows and client-service processes.
• Maintain organized digital and physical client files.
• Contribute where needed in a small team environment.

Requirements & Tech Stack

• Customer service experience is required.
• Banking or financial services experience is strongly preferred.
• Organized, with the ability to build structure in an evolving environment.
• Self-starter, taking initiative without explicit direction.
• Clear, prompt, and professional written and verbal communication.
• Comfortable with everyday business technology, including Microsoft Office.
• Experience with CRM tools is a plus.
• Comfortable working with client data and attention to detail.
• Ability to work with multiple stakeholders and take direction from different leaders.
• Comfortable in a fast-evolving, small-office environment with shifting priorities.

Qualifications

• Experience with Zoho CRM is a plus.