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About the Role

iCapital is seeking an Analyst for its Platform Support team to provide exceptional client service for Structured Investments and Annuities. This role supports a growing client base of financial advisors and individual investors, contributing to the company's mission of creating a best-in-class client experience. The Analyst will manage client inquiries, coordinate with internal partners, research account questions, and guide clients through iCapital's offerings.

Responsibilities

Respond to inbound service requests regarding Structured Investments and Annuities in a timely, professional, and client-focused manner.
Serve as a primary point of contact for financial advisors and internal partners, offering clear guidance on product, account, and transaction inquiries.
Assess client inquiries, resolve requests within scope, and escalate issues to appropriate partners when necessary.
Provide accurate and consistent updates on request lifecycles, setting clear expectations and ensuring follow-through to resolution.
Research client questions using available information and communicate findings clearly.
Partner with Client Sales, Relationship Management, Operations, and Product teams to support client needs.
Maintain complete and accurate records of client interactions, research, decisions, and resolutions in the CRM.
Develop and maintain knowledge-based articles, client-service procedures, and internal reference materials.
Identify recurring client questions, service gaps, and process improvement opportunities, collaborating with internal partners to enhance service quality.
Synthesize client feedback and share actionable themes with stakeholders to improve the client experience.
Support client communications and readiness activities for new offerings, product enhancements, and process changes.
Build and maintain knowledge of Structured Investments and Annuities, including product features, terminology, and servicing considerations.
Assist in quality control efforts for bi-weekly platform enhancement releases.

Requirements

Bachelor's degree in business administration, finance, economics, communications, or a related field.
1-3 years of experience in client service, financial services, investment operations, relationship support, or a related field.
Strong client-service orientation with a demonstrated commitment to responsiveness, accuracy, professionalism, and follow-through.
Excellent written and verbal communication skills, with the ability to explain complex information clearly.
Strong problem-solving and research skills, with the ability to evaluate client needs and coordinate solutions.
Ability to work effectively in a fast-paced, dynamic environment while maintaining high client service standards.
Excellent time management and organizational skills, with the ability to prioritize multiple client requests.
Proven ability to work independently and collaboratively with cross-functional teams.
Ability to build productive relationships with financial advisors, sales partners, operations teams, product teams, and other internal stakeholders.
Comfort working with CRM systems, spreadsheets, reporting tools, and digital financial-services platforms.
High attention to detail and a commitment to maintaining accurate client, account, and transaction information.
Ability to exercise sound judgment and handle sensitive client and business information with discretion.
Experience supporting financial advisors, broker-dealers, registered investment advisers, or individual investors is preferred.
Demonstrated interest in learning investment products, industry terminology, service processes, and regulatory considerations.
Knowledge of Structured Investments, Annuities, alternative investments, wealth management, or financial technology is strongly preferred.

Skills

Client Service
Financial Services
Investment Operations
Relationship Support
Communication Skills
Problem-Solving
Research Skills
Time Management
Organizational Skills
Collaboration
CRM Systems
Spreadsheets
Reporting Tools
Digital Financial-Services Platforms
Attention to Detail
Judgment

Location

New York, NY

Work Type

Hybrid

Experience Level

1-3 years

Education Level

Bachelor's Degree

Salary/Compensations

$70,000 - $75,000

Benefits

Equity for all full-time employees
Annual performance bonus
Employer matched retirement plan
Generously subsidized healthcare
100% employer paid dental
100% employer paid vision
100% employer paid telemedicine
100% employer paid virtual mental health counseling
Parental leave
Unlimited paid time off (PTO)

About the Company

iCapital is a financial technology company focused on creating a best-in-class client experience for alternative investments.
Visit https://www.icapitalnetwork.com/about-us for more information.
Follow on Twitter: @icapitalnetwork
Follow on LinkedIn: https://www.linkedin.com/company/icapital-network-inc
Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

Equal Opportunity

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer.
We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.