New Direction Trust Company · 1 week ago
Client Representative Specialist
Louisville, CO, US
Full-time
Onsite
New Grad, Entry Level
$22/hr - $23/hrNew Direction Trust Company (NDTCO) is a dynamic and innovative financial institution specializing in Alternative Investments, located in Louisville, Colorado. They are seeking a client-focused and detail-oriented Client Representative to join their Call Center team, providing exceptional support to clients through various communication channels.
Financial ServicesReal Estate Investment
Responsibilities
Provide exceptional client support through inbound phone calls, secure messaging, and assigned tickets or tasks
Serve as a client advocate by researching issues thoroughly and coordinating with internal teams to ensure timely resolution and warm hand-offs when specialized support is needed
Accurately document, triage, escalate, and track client inquiries, issues, and resolutions
Manage multiple communication queues, including phones, chat, portal messages, service requests, and tasks
Assist clients with navigating the NDTCO client portal and website, including login support, updating contact or payment information, and completing investment-related forms
Identify trends, recurring issues, and opportunities for workflow improvements and report them to leadership
Collaborate with business systems and internal teams to troubleshoot, escalate, and resolve portal or website-related issues
Support internal teams by prioritizing and escalating client requests as needed to ensure service level expectations are met
Uphold NDTCO’s commitment to professionalism, confidentiality, and high-quality client service at all times
Qualification
Required
Strong ability to guide clients through secure login processes and online account navigation
Proven ability to calm and de-escalate frustrated or upset clients using empathy, active listening, and clear communication
Excellent verbal and written communication skills with a professional and client-centered tone
High typing proficiency and ability to efficiently document interactions while multitasking
Strong phone presence with the ability to manage multiple screens and systems simultaneously
Ability to work independently with minimal supervision in a fast-paced call center environment
Demonstrated professionalism, reliability, and strong work ethic
Ability to handle highly confidential and sensitive information with discretion
High school diploma or GED
Benefits
Comprehensive health, dental, vision, and life insurance
Optional HSA with employer contributions of $90/month
PTO plus paid major holidays
401(k) retirement plan with company match up to 3%
Optional short- and long-term disability insurance
Company
New Direction Trust Company
New Direction Trust Company is a trusted provider of self-directed IRAs and HSAs.
Founded in 2003
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kevin Dodson
Chief Executive Officer
Recent News
Company data provided by crunchbase