Position Summary

SRS Acquiom is seeking a Client Services Liaison who can work both independently and collaboratively in a fast-paced environment while balancing shareholder communications, outbound payment confirmations, technical troubleshooting, and other operational responsibilities. The ideal candidate communicates effectively with a broad range of shareholders, including major shareholders, VIPs, and individuals who may be unfamiliar with the post-closing process, and is able to provide a high level of service throughout the client experience.

This role requires the ability to address complex analytical questions across business lines, clearly communicate findings, and maintain accurate documentation within internal systems. The successful candidate will be motivated, detail-oriented, and client-focused, with strong oral and written communication, analytical, and documentation skills.

Location: Fully remote within the Continental United States

Compensation: The hourly range for this position is between $28.85 - $30.00 depending on experience level

Primary Responsibilities

• Maintain an extensive understanding of the system of record (NetSuite), including how records interact and relate to one another.
• Manage and take ownership of shareholder communications and issue resolution through inbound and outbound phone calls, email, and other communication channels.
• Deliver exceptional shareholder service by setting clear expectations and maintaining proactive, consistent communication throughout the client experience.
• Identify situations requiring escalation and coordinate timely, effective responses with the appropriate internal teams.
• Research and review M&A transaction documents containing legal and transactional language to identify key details, summarize information clearly, and support a smooth, accurate, and responsive shareholder experience.
• Diagnose user access, login, password reset, and multi-factor authentication issues across client-facing platforms.
• Understand how technical configurations in our system of record impact client-facing systems and experiences, and adjust configurations as needed.
• Investigate, replicate, and document platform defects and user-reported issues to support root cause analysis and timely resolution.
• Troubleshoot browser compatibility, device configuration, cache/cookie, and connectivity issues affecting user access and transaction completion.
• Review system-generated alerts, error messages, and case notes to identify trends, escalate recurring issues, and partner with internal teams on corrective actions.
• Prepare, review, and send mass-distributed client correspondence, ensuring content is clear, accurate, and client-ready while identifying and addressing potential issues or points of confusion before distribution.
• Perform backend account maintenance using a proprietary user management application and NetSuite.
• Maintain and proactively manage the internal case management system, identify common issues, and elevate trends or concerns to management in a timely manner.
• Identify opportunities to improve processes and support the design and implementation of enhancements that increase efficiency and improve the client experience.
• Adhere to internal response time requirements and service level agreements.
• Manage communication with external parties as needed, ensuring timely coordination, clear updates, and consistent follow-up through resolution.
• Ensure accuracy and adherence to company procedures by thoroughly reviewing work, following established processes, and maintaining compliance with internal standards to support a consistent and high-quality client experience.
• Maintain clear, accurate, and professional communications via phone, email, and messaging platforms.
• Perform other duties and special projects as assigned.

Required Qualifications & Skills

• 2–3 years of phone-based customer service experience preferred, specifically including the support of high-net-worth individuals strongly preferred
• Financial services industry experience and/or equivalent education alignment
• Bachelor’s degree or equivalent experience and/or training
• Demonstrated ability to build meaningful client relationships that support trust, retention, and repeat business.
• Proven ability to prioritize multiple tasks while maintaining a high level of accuracy and attention to detail in a fast-paced environment.
• Intermediate to advanced proficiency in Microsoft Office, including Excel and Word; NetSuite experience is preferred but not required.
• Experience in troubleshooting user access, login, password reset, and multi-factor authentication issues in client-facing systems.
• Ability to investigate, replicate, and clearly document technical issues to support root cause analysis and effective escalation.
• Working knowledge of browsers, devices, cache/cookies, and connectivity troubleshooting for web-based applications.
• Experience using case management, CRM, or ticketing systems to track issues, manage follow-up, and maintain accurate documentation.

Desired Characteristics

• Positive attitude
• Collaborative
• Operates with the highest integrity and attention to detail
• Self-motivated
• Ability to prioritize and multitask
• High attention to detail, accuracy, and thoroughness
• Must be able to send error-free communications

Physical Requirements

• To support phone coverage needs, employees must be available to work an assigned shift based on business needs.
• Scheduled shifts may include: 7:00 a.m.–4:00 p.m. EST (5:00 a.m.–2:00 p.m. MST), 9:00 a.m.–6:00 p.m. EST (7:00 a.m.–4:00 p.m. MST), or 10:30 a.m.–7:30 p.m. EST (8:30 a.m.–5:30 p.m. MST).
  
  

** We are unable to sponsor or take over sponsorship of employment visas. Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship to move forward in the hiring process. **

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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.