At New Direction Trust Company we give our clients the freedom to invest their tax-advantaged retirement and health savings funds in the alternative assets they are most passionate about. From real estate to startups to small businesses, if our clients can find it, we want to help them fund it.   

We are a private financial trust based in Louisville, Colorado that provides best-in-class custodial services for more than 50,000 self-directed accounts and holds $3.7 billion in cash and assets for our clients. Our ongoing mission is to provide the education, flexibility, and account management tools investors need to realize that the spectrum of self-directed investments is broader and easier to manage than they think.   

We are currently looking for a super star Client Relations Specialist to be a part of our extraordinary team! 

Client Relations Specialist 

The Client Relations Specialist is responsible for providing an exceptional client experience by responding to client inquiries and completing client outreach when necessary. Following up with client requests and providing empathetic service is a key component of success. The role is a member of the Client Relations Department and reports directly to the Client Relations Manager. 

RESPONSIBILITIES:  

• Assists NDTCO clients via inbound/outbound phone calls, live chats, assigned tickets, emails, and portal messages; providing exceptional service and well-researched solutions  

• Coordinates with other Client Relations Specialists to ensure adequate phone coverage during business hours  
• Works with NDTCO staff by conducting outbound calls/emails/portal messages when necessary  
• Works closely with Client Relations Manager to report work flow enhancements and educational/instructional material discrepancies or needs  
• Conducts all responsibilities with a focus on follow up, empathy and an exceptional client experience  
• Enters and updates tickets, call logs and contact records with notes pertaining to interactions with clients or internal staff (if it pertains to a client/ticket)  

• Works closely with internal teams to ensure a seamless client experience  
• Actively pursues resolution for clients inquires and issues  
• Acts as the client advocate within NDTCO to ensure the client needs are addressed in a timely matter and resolution is communicated back to the client 

REQUIREMENTS: 

• 2 years of experience in a financial services customer service role  
• Client service orientation focused on finding solutions to client issues/requests  
• A desire to find solutions for others; continuously seeking out ways to make the client experience better  

• High competency of verbal and written communication as well as active listening  
• Ability to clearly communicate the benefits of and provide support for digital solutions 
• Familiarity with qualified retirement plans & IRC 408 preferred  
• Competent in Microsoft 365 products  
• Ability to work under minimal supervision and multi-task in a fast-paced environment  

• Ability to work with and maintain highly confidential information  
• Strong work ethic with a professional, empathetic attitude  
• Ability to use provided tools and resources to conduct in-depth research  
• Pass a criminal background check  
• Complete required annual banking compliance courses (provided by NDTCO) 

SUCCESS METRICS: 

• Measured based upon the feedback from Clients, the Client Relations Manager and their working peers  
• Measured by the effectiveness and accuracy of resolving client inquiries  

• Measured by the timely response to phone calls, emails, portal messages and outreach assignments  
• Measured by the quality and accuracy of written and verbal communication 

EDUCATION: 

High school diploma or relevant work experience 

EMPLOYMENT TYPE: 

Full-time  

Non-exempt  

Hybrid Role – Virtual & In-Office