Client Service Representative - Custody

Client Service Representative

Required Skills & Experience
- 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.

Job Description:

A large financial services client 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 will entail having contact with registered investment advisors as well as clients that are working through the investment 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.