Director of Client Service & Support

| Greater NYC Area
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Artivest is seeking a Director for our Client Service & Support team. You will be responsible for leading and managing a bi-coastal Client Services team supporting new and existing alternative investment platforms powered by Artivest technology and designed for advisors, wealth management firms, and asset managers. Client Service & Support works with direct high-net-worth clients, RIAs, broker dealers, custodians and operational counterparts representing the Artivest Open Network and the white-label platforms of our partners. You will also interact closely with multiple internal teams, including Engineering, Product Development, along with Platform and Operations to successfully deliver excellent transactional support. As the leader of Artivest’s Client Service & Support team, you will be responsible for ensuring that the team is maintaining exceptional response times and satisfaction across platforms, while maintaining strong internal communication to identify any areas of improvement based on feedback from the field.

Artivest provides a technology-driven alternative investment platform for fund managers, wealth managers, independent advisors, and qualified individual investors. Our technological, financial, and operational expertise powers a seamless experience for investors and a scalable point of access for our enterprise clients. The asset management division of Artivest, formerly known as Altegris, is an investment research provider with deep expertise in alternative manager selection, structuring unique investment solutions, and providing product management and oversight. Our broker-dealer affiliate distributes our products to wirehouses, independent broker-dealers, registered investment advisors, and directly to high-net-worth individuals and family offices.


Responsibilities

  • Manage client service across all platforms. The Client Service & Support team is responsible for assisting users (enterprise clients, fund managers, advisor teams, and clients) as they navigate through investment transaction workflows, subscriber account profile creation, document completion, and troubleshooting issues. You will be responsible for identifying, mitigating, and tracking open support items to ensure they’ve been resolved quickly, developing strong relationships with key enterprise personnel, and escalating issues that need additional support from the Platform Management and Product teams.
  • Oversee and execute transaction processing. The Client Service & Support team is responsible for reviewing and processing new investments, redemptions, transfers, as well as performing regular account maintenance. You will be responsible for maintaining detailed documentation surrounding these processes, as they vary by fund or platform, as well as keeping processes updated with the introduction of new technology features to support these functions.
  • Ensure that our Service Level Agreements are met across platforms. Continually enhance our cross-training model to ensure each platform is supported at all times. Track service level through support ticketing system to ensure issues are being closed out regularly and high levels of customer satisfaction are maintained. Support items should be tracked for communication to Product and Platform Management teams to develop new website features and address recurring areas of feedback.
  • Assist with new platform launches. Utilize platform expertise to assist with designing operational workflows for each platform/product being launched, to help optimize the way users interact with our system. Work closely with key personnel representing our enterprise clients to deliver the best possible client/subscriber experience. Train internal and external users through live demos and prepare supporting reference materials and guides.

 Requirements

  • Thorough knowledge of Operations (familiarity with privately offered funds is a must)
  • Must have Series 7 Securities License plus have or be able to obtain Series 24 within 120 days of hire date
  • Committed to client service and delivering a product on time without sacrificing quality
  • Organized, detail-oriented, process-driven, with a strong follow-through attitude
  • Familiar with bank, custodian, and broker-dealer alternative investment platforms
  • Passionate about automation with a strong understanding of technology
  • Experience with DocuSign a plus

Experience

  • 7-10 years of experience in Operations and/or Client Service at a financial institution (broker-dealer, bank, hedge fund, private equity fund, wealth manager)
  • Experience working with Alternative Investment subscription documents and/or order processing in a client or advisor facing role
  • At least 2 years of experience managing a client service desk or operations and technology teams at a financial institution
  • Established and executed efficient cross-team processes and workflows
  • Interacted with clients, financial advisors, fund administrators, and custodians
  • Project management experience


This is a full-time position in New York, NY or La Jolla, CA. Artivest offers a competitive salary and benefits, including: paid time-off, holiday pay, health insurance, dental insurance, vision insurance, 401K and company match. Artivest prides itself on its people. We are looking for entrepreneurial, motivated team members and are committed to providing an environment where our employees can excel.

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Location

149 Fifth Avenue, 16th Floor, New York , NY 10010

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