Client Services Representative

• Lead projects throughout the client acquisition to final project delivery process
• Oversee client service teams on multiple client engagements
• Manage, develop, train and mentor staff
• Develop effective working relationships with internal and external clients
• Identify opportunities for new and innovative services and pursue them
• Retain and develop new clients, including cultivating opportunities to cross-sell the firm’s full range of client services
• Communicate with project stakeholders to convey requirements for technical and process improvements
• Perform technical security assessments of applications and infrastructure
• Conduct security design reviews and risk assessments
• Perform mid and large IT and information security risk and compliance assessments, PCI engagements, IT audits, cybersecurity testing, operational gap analyses, and provide remediation recommendations
• Lead FoxPointe Solutions client service work for The Bonadio Group

Director – Client Service Professional

• Serve as the primary escalation point for end-user issues, client IT staff, and first-line Helpdesk personnel requiring advanced technical assistance
• Respond to escalated incidents and service requests through phone, email, ticketing systems, and direct support interactions
• Troubleshoot and resolve intermediate to advanced hardware, software, connectivity, account access, and application-related issues
• Maintain end-to-end ownership of escalated support requests, ensuring timely follow-up, clear communication, and appropriate resolution
• Document incidents, troubleshooting steps, resolutions, and client interactions in designated support systems
• Escalate unresolved, high-impact, or specialized issues to appropriate teams
• Provide clear, professional updates throughout each support request
• Assist with root cause analysis for recurring issues and recommend service-quality and operational-efficiency improvements
• Follow standard operating procedures, service standards, and departmental policies
• Support and mentor junior Helpdesk staff
• Monitor escalated support requests, troubleshoot advanced technical issues, and coordinate with internal teams or client contacts
• Gather relevant details, analyze problems, document actions, communicate status updates, and follow issues through to completion or further escalation

Client Services – Escalations

• Lead planning, design, and technical development of major product features from inception through deployment
• Define and scale best practices for code quality, system design, and testing
• Conduct technical design and code reviews
• Mentor and empower engineers across multiple teams
• Lead end-to-end delivery of multi-team projects across engineering, product, and design
• Define testing strategies for complex client-side features and systems
• Guide observability, reliability, resilience, and operational best practices
• Improve processes for high-pressure situations, scope changes, and production incidents
• Develop, test, document, and deploy production software
• Collaborate with product, design, and internal stakeholders on technology decisions
• Participate in an on-call rotation and troubleshoot application issues
• Attend occasional conferences, events, meetings, and team-building activities

Staff Engineer – Client Services

• Organize, clean, and validate data from internal reports and transaction tracking tools
• Support recurring transaction, portfolio, and operational reporting, including basic P&L review
• Reconcile reports and tracking tools, investigate discrepancies, and flag potential variances or unusual trends
• Prepare dashboards, charts, presentations, and management information using Excel, Power BI, and PowerPoint
• Contribute to ad hoc analysis, reporting improvements, process documentation, data quality, and workflow efficiency
• Collaborate with colleagues and internal stakeholders on client support, transactions, operational controls, and decision-making

Client Support Intern

• Represent the practice area in AI delivery as the primary business representative within a micro-pod
• Partner with engineers to drive AI use-case delivery
• Build and maintain the practice-level pipeline of AI opportunities
• Prioritize high-value business problems
• Translate business needs into clear requirements, process flows, user stories, and success criteria
• Coordinate business testing and implementation readiness
• Drive end-to-end pod delivery from the business side
• Align stakeholders, make decisions, resolve issues, and execute against milestones
• Ensure AI governance is initiated and completed within 60 days of project start
• Ensure benefits are realized after implementation through evidence of business impact, capacity creation, or efficiency gains

Senior Specialist, Client Service Data Insights – Analytics

• Answer shareholder inquiries made in writing or via email
• Perform account maintenance updates
• Draft responses for escalated shareholder inquiries on behalf of the management team
• Form letters advising shareholders of additional information needed to complete requests
• Research transfer reject processing, status follow-up, lost certificate applications, corporate action follow-up, replacement check inquiries, and updating 1099s, W8s, and W9s
• Complete correspondence research items initiated by clients, shareholders, and co-workers
• Identify root causes prompting correspondence research items and report solutions for each case
• Draft free-hand responses to inquiries or possible critical issues
• Recommend form and process improvements
• Perform other duties and responsibilities as needed or assigned
• Follow guidelines set by supervisors, management, the company, SEC, and STA

Client Services Administrator – Shareholder Communications, Contract

• Manage day-to-day client relationships and respond to inquiries in a timely and effective manner
• Drive client satisfaction through proactive service, issue resolution, and escalation management
• Ensure adherence to contractual obligations, operational policies, risk controls, and KYC requirements
• Advise clients on industry best practices, product solutions, and regulatory developments
• Partner with Relationship Managers to support client strategy and growth initiatives
• Coordinate across internal teams to deliver seamless service and maintain awareness of client activity throughout the firm
• Mentor junior Client Service professionals and contribute to broader team objectives

Senior Vice President, Client Service

• Deliver client service for daily record-keeping, administration, and servicing of an assigned book of business
• Promote revenue growth, productivity, and exceptional customer satisfaction
• Ensure plans are administered in compliance with plan provisions and current pension laws and regulations
• Discuss compliance testing processes/results and required government filings
• Ensure services meet EPIC RPS documented service standards through timely communication with clients, plan sponsors, advisors, and day-to-day contacts
• Monitor and manage daily reports
• Document pertinent client communication
• Provide internal and external project management support
• Communicate with operational teams to maintain record-keeping items for assigned plans
• Perform other duties as assigned

Client Service Specialist

• Develop a deep understanding of clients’ businesses, operating models, and technology strategies
• Deliver exceptional service aligned with client needs across BNY’s products and services
• Act as the central escalation point across Operations, Technology, and service delivery
• Cultivate strong client relationships and understand service requirements
• Facilitate communication regarding industry news, regulatory and BNY changes, and product evolution
• Maintain continuous service improvement across products and services
• Monitor service quality, product performance, and overall client experience
• Anticipate potential issues and opportunities
• Deliver operational analytics, insights, and transparency into service performance
• Guide service evolution based on client requirements and changing operating models
• Drive quality client experience and service through thought leadership and client feedback
• Provide strategic insight into service delivery, product, technology, and operations improvements
• Navigate technology, product, and operations groups to improve current service and build future solutions

Client Services Representative jobs in New York