Purpose of the position The Client Relationship Officer role combines client relationship management with specialized onboarding and regulatory compliance. This position is key to delivering exceptional client experience, acting as the main point of contact for operational and service matters across institutional clients and consultants. Key Responsibilities Of The Position Client Service and Relationship Management Acting as the primary contact for all operational and service-related client requests and queries; Building and maintaining trusted relationships with clients by delivering on commitments; Proactively identifying client needs and expectations, using feedback and service insights to recommend and implement improvements that enhance the overall client experience; and Escalating critical client feedback to manager for immediate resolution. Case Management System Responsible for tracking, monitoring and resolving all assigned client queries in the case management system ensuring SLA compliance. Maintaining accurate and complete case data to enable reliable reporting, tracking, and insights that support excellent client service delivery. Escalating complex issues when necessary while ensuring clients receive timely updates and resolutions; and Supporting the team with the implementation of improvements as the system matures, ensuring alignment with client service needs. Client Onboarding and Transitions Assisting onboarding specialist by acting as primary contact for clients throughout onboarding, driving timelines from initial engagement to portfolio setup while ensuring strict SLA adherence and smooth transitions; Assisting onboarding specialist by conducting AML, KYC, and FICA compliance checks for your dedicated list of clients; and Assisting through collaborating with the onboarding specialist and internal teams in the periodic KYC refresh and remediation cycles. Client Data and CRM System Ensuring that client information is updated and comprehensive AML/KYC compliance documentation maintenance is completed; At all times maintaining accurate, up-to-date client records, onboarding status tracking, and interaction logs in the CRM system; and Tracking all client interactions, onboarding milestones, compliance checkpoints, and feedback in the CRM system to identify service improvement opportunities. Client Reporting and Audits In partnership with finance, dispatching client fee invoicing, resolving any issues and follow-ups ensuring revenue protection; Responsible for supporting client audit processes by providing requested information and timely and accurate responses to ensure client compliance; and Responsible for the generation and delivery of client ad hoc and bespoke reporting as needed. Client Meetings and Presentations Supporting the preparation for client review meetings; Over time, taking ownership of hosting service review meetings; and Supporting in providing data or presenting to clients when requested. Collaboration and Cross-Functional Engagement Working closely with internal teams, such as Portfolio Management, Sales, Compliance, Risk, Legal, Client Operations and Client Reporting, to ensure seamless delivery of services and support; and Assisting with internal projects aimed at onboarding process improvement, compliance enhancement, automation initiatives, and client experience enhancements. Process and Risk Management Ensuring that all related process documentation is current and adhered to; Contributing to continuous improvement initiatives and digital transformation projects, particularly in onboarding efficiency and compliance automation; and Identifying and mitigating operational and compliance risks within client service and onboarding processes. #J-18808-Ljbffr