Client Service Representative - Custody

Job Description

A large financial services clietn is looking for a Client Service Representative to join Custody Solutions. This person will serve as the frontline ambassador for our digital-forward custody platform. This role is designed for a high-energy professional capable of managing a high volume of inbound and outbound communications while delivering institutional-grade support to Registered Investment Advisors (RIAs). You will balance operational efficiency with a "client-first" advocacy mindset to drive asset retention and platform growth. This person will be focused on a certain aspect of their business called Custody. This willl entail having contact with registered investment advisors as well as clietns that are working thorugh the investement application.

Key Responsibilities

• Multi-Channel Communication: Serve as the primary point of contact for incoming calls, emails, faxes, and mailed correspondence from RIA firms and their end clients.

• Inquiry Management: Efficiently route client inquiries to the appropriate internal processing teams to ensure timely resolution.

• Client Advocacy & Risk Management: Navigate the intersection of internal risk protocols and external client needs, ensuring "win-win" outcomes while serving as the internal "voice of the client."

• Feedback & Escalation: Systematically log advisor feedback and complaints via Salesforce and internal trackers; escalate critical issues to management to assist in project prioritization.

• Relationship Maintenance: Maintain proactive communication with clients regarding platform updates, key industry events, or releases that may impact the relationship.

• Cross-Functional Collaboration: Partner with front-office and back-office colleagues to ensure a seamless and exceptional client experience.

• Subject Matter Expertise: Develop and maintain deep expertise across multiple Salesforce case categories and GSCS operational workflows.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Education: Bachelor’s degree required.

• Experience: 1–3 years in financial services, specifically within the investment advisory space

• Communication: Exceptional ability to translate complex financial concepts into clear, professional, and concise verbal and written communication.

• Technical Proficiency: Strong knowledge of Salesforce (preferred), Microsoft Office Suite (Excel/Word), and the ability to troubleshoot our custodial products for clients.

• Resilience & Detail: High attention to detail with the ability to remain calm and effective in a deadline-driven, high-call-volume, and strictly regulated compliance environment.

• Relationship Building: Demonstrated skill in building rapport quickly, identifying latent client needs, and educating advisors on Goldman Sachs’ suite of services.

• Mindset: A self-motivated team player who shows initiative through participation in firm-wide groups and thrives in an autonomous yet collaborative setting.