Client Relations Analyst

About the role

The Client Relations Analyst researches and responds to operational client complaints while ensuring compliance with regulatory requirements and internal complaint-handling guidelines. Analysts collaborate with business partners—including field and operations staff and management—to escalate and resolve complaint-related issues. They build working relationships with Client Relations Editors, learn departmental processes and style guidelines, and participate in covering client-facing telephone lines at least one day per week. Analysts may also support operational functions such as settlement processing, privacy opt-out processing, and special projects.

Responsibilities

• Research and respond to operational client complaints in compliance with regulatory and internal guidelines.
• Collaborate with business partners (field staff, operations, management) to escalate and resolve complaint-related issues.
• Build strong working relationships with Client Relations Editors while learning departmental processes and style guidelines.
• Provide phone support on client-facing lines at least one day per week, maintaining a professional and client-focused approach.
• Support operational functions, including settlement processing, privacy opt-out processing, and special projects as needed.

Requirements

• Excellent grammar and composition skills.
• Strong written and oral communication skills.
• Bachelor’s degree in Finance, Economics, English/Communications, or a related discipline (work experience considered in lieu of degree).
• Knowledge or expertise in the brokerage industry or banking operations (preferred).
• Proficiency in Microsoft Word and Outlook.
• Ability to work effectively with employees at all levels.
• Exceptional phone presentation skills.
• Ability to perform efficiently in a fast-paced, changing environment while handling diverse tasks.
• Strong organizational skills, attention to detail, and excellent follow-up abilities.
• Self-motivated with the ability to succeed in a team atmosphere.