Hybrid Client Services Liaison at Srs acquiom

About SRS Acquiom

At SRS Acquiom, our focus is on simplifying complex transactions in M&A and in the Loan Agency markets. Since 2007, we have been continuously innovating to solve issues for some of the industry’s most sophisticated buyers, sellers, borrowers, lenders, and counsel. Our top-tier team has supported more than 6,000 deals with $565B in aggregate value including high-profile transactions such as Google’s acquisition of Nest, Facebook’s acquisition of Oculus and Yahoo’s acquisition of Tumblr. We are looking for extraordinary people to help drive our continued success. If you are looking to join a growing, entrepreneurial environment in an established company, we want to hear from you!

Position Summary

SRS Acquiom is currently recruiting for a Client Services Liaison. This position requires someone who can work independently and as an effective part of a team. This person will have the experience and knowledge required to balance shareholder requests and questions via calls and emails as well as manage ad hoc operational tasks in a fast paced and highly professional, client facing environment.

The ideal candidate is able to communicate professionally and effectively with a broad range of clients,  ranging from Major Shareholders and VIPs to individual shareholders who may not be familiar with complexities of the post closing process.

This position requires fielding complex analytical questions across all our business lines and being able to effectively and professionally communicate and document findings in our internal database. This position requires an internally motivated and detail oriented individual with a strong work ethic and a deep curiosity. The person in this role is required to have excellent oral and written communication, analysis, and documentation skills.

This position can be located in Denver, CO or can be fully remote.

The hourly range for this position is between $27.40/hr and $28.85/hr depending on level of experience.

Client Services Liaison Primary Responsibilities

· Extensive understanding of system of record systems (for example, NetSuite) and a deep understanding and/or innate curiosity around how differing records can and do interact and relate to each other.

· Manage and take full ownership over the professionalism, timeliness and effectiveness of communications and problem resolutions with shareholders through incoming and outgoing phone calls, email, and other means of communication.

· Set appropriate expectations for shareholders and remain communicative with shareholders through their entire experience.

· Proactively provide exceptional "white glove" service to all Shareholders through the entire deal process.

· Identify situations where escalations are necessary and coordinate responses with Sales, Compliance, Claims and Operations teams as needed with a solutions focus.

· Prepare and deploy mass-distributed client correspondence.

· Maintain and proactively manage an internal case management system; with the expectation that they identify issue trends and brings them to their managers attention in a timely manner.

· Suggest new and more efficient processes and assist in design and implementation of improvements that will lead to a higher level of customer satisfaction.

· Comply with internal response times and SLA’s.

· Coordinate and take ownership of communication with and escalation to external third parties such as Paying Agents.

· Audit completed work of liaisons to ensure accuracy and compliance with company procedures.

· Comply with all applicable company policies and procedures to meet company standards, ensuring a consistent and quality experience for all clients.

· Other duties and projects as assigned.

Client Services Liaison Required Qualifications & Skills

· 2-3 years of Customer Service experience dealing with high net worth individuals preferred; experience in the financial industry required; Call center experience strongly preferred

· Bachelor’s Degree in Business or related field (Finance, Economics, Maths)

· Proven experience and ability to create deeply meaningful and reliable professional relationships with Clients that lead to repeat business

· Excellent written and oral communication skills with the ability to convey sometimes complex aspects of a deal to Shareholders effectively and professionally in a timely manner

· Previous experience working within an SLA environment and is adept at prioritizing multiple tasks that require a high level of attention to detail in a fast paced office environment

· Working to advanced knowledge of Microsoft Office (Excel, Word) required

· NetSuite experience would be added benefit, but not required

Client Services Liaison Desired Characteristics

· Positive attitude

· Collaborative

· Operates with highest integrity and attention to detail

· Self-motivated

· Ability to prioritize and multi-task

· High attention to detail, accuracy and thoroughness

· Must be able to send error free communications

Client Services Liaison Physical Requirements/Special Demands

· In order to manage phone coverage, a shift will be assigned to you based on the company’s current needs. Therefore, you must be available to work the following shift 8:30am-5:30pm (MST)

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without advanced notice.

With respect to its programs, services, activities, and employment practices, SRS Acquiom Inc. assesses qualified individuals without regard to their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), age, national origin, disability, veteran status, genetic information, or other protected status. Requests for reasonable accommodation or the provision of auxiliary aids should be directed to Human Resources.