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Client Services Liaison

Denver, Colorado, United States

About SRS Acquiom  

SRS Acquiom is a leading disruptor in the financial services technology space, redefining the way M&A and loan agency deals get done.

Since 2007, we’ve brought unmatched expertise, insight, and innovation to solve the issues that slow complex financial transactions down.

Today, we deliver a unified system of solutions — virtual data rooms, escrow & payment administration, shareholder representation, and loan agency services — that work effortlessly on their own and fit seamlessly together.

Our unique combination of disruptive tech and expert team has become the go-to solution for many of the largest and most successful companies in the global M&A and loan agency markets.

If you’re looking to join an entrepreneurial culture in an established company with a track record of consistent growth, profitability, and innovation, we want to hear from you!

A few benefits our employees enjoy

  • Comprehensive benefit plans (medical/dental/vision) starting on day 1
  • 401(k) with 4% matching
  • Discretionary time off
  • Discretionary bonus incentive
  • Fitness credit
  • Several pre-tax plans (dependent care, transportation, flexible spending)
  • Transportation reimbursement for qualified positions
  • Benefits reimbursement

Client Services Liaison Position Summary 

SRS Acquiom is currently recruiting for a Client Services Liaison.  This position needs someone who can work independently and as part of a team, and who balance shareholder, calls, emails as well as other operational tasks in a fast paced environment.

The ideal candidate is able to communicate effectively with a broad range of people ranging from Major Shareholders and VIPs to individual shareholders who may not be familiar with the post closing process. This position requires fielding complex analytical questions across business lines and being able to effectively and professionally communicate and document findings in the internal database. This position requires a motivated, detail oriented, individual with a strong work ethic. This person should 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 ($57,000k - $60,000k/yr), depending on level of experience.

Client Services Liaison Primary Responsibilities  

  • Extensive understanding of system of record (NetSuite) and a deep understanding of how records interacted and relate to each other.

  • Manage and take ownership of communications and problem resolution for 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 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.

  • Prepare and send mass-­distributed client correspondence.

  • Maintain and proactively manage the internal case management system; identify common issues and bring to 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
  • Proven experience and ability to create meaningful relationships with Clients that leads to repeat business
  • Excellent written and oral communication skills with the ability to convey sometimes complex aspects of a deal to Shareholders effectively and timely in a professional manner
  • Previous experience 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

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  - 5:00 am - 2:00 pm MT / 6:00 am - 3:00 pm CT / 7:00am - 4:00pm EST

  • Must be able to send error free communications

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.

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