Client Services Liaison

Summary

SRS Acquiom provides technology and services for complex M&A and loan agency transactions. The Client Services Liaison manages shareholder communications, issue resolution, technical troubleshooting, transaction-document review, and operational support while delivering a high level of client service.

Responsibilities

• Maintain an extensive understanding of the system of record (NetSuite), including how records interact and relate to one another
• Manage and take ownership of shareholder communications and issue resolution through inbound and outbound phone calls, email, and other communication channels
• Deliver exceptional shareholder service by setting clear expectations and maintaining proactive, consistent communication throughout the client experience
• Identify situations requiring escalation and coordinate timely, effective responses with the appropriate internal teams
• Research and review M&A transaction documents containing legal and transactional language to identify key details, summarize information clearly, and support a smooth, accurate, and responsive shareholder experience
• Diagnose user access, login, password reset, and multi-factor authentication issues across client-facing platforms
• Understand how technical configurations in our system of record impact client-facing systems and experiences, and adjust configurations as needed
• Investigate, replicate, and document platform defects and user-reported issues to support root cause analysis and timely resolution
• Troubleshoot browser compatibility, device configuration, cache/cookie, and connectivity issues affecting user access and transaction completion
• Review system-generated alerts, error messages, and case notes to identify trends, escalate recurring issues, and partner with internal teams on corrective actions
• Prepare, review, and send mass-distributed client correspondence, ensuring content is clear, accurate, and client-ready while identifying and addressing potential issues or points of confusion before distribution
• Perform backend account maintenance using a proprietary user management application and NetSuite
• Maintain and proactively manage the internal case management system, identify common issues, and elevate trends or concerns to management in a timely manner
• Identify opportunities to improve processes and support the design and implementation of enhancements that increase efficiency and improve the client experience
• Adhere to internal response time requirements and service level agreements
• Manage communication with external parties as needed, ensuring timely coordination, clear updates, and consistent follow-up through resolution
• Ensure accuracy and adherence to company procedures by thoroughly reviewing work, following established processes, and maintaining compliance with internal standards to support a consistent and high-quality client experience
• Maintain clear, accurate, and professional communications via phone, email, and messaging platforms
• Perform other duties and special projects as assigned

Skills

• Financial services industry experience and/or equivalent education alignment
• Bachelor's degree or equivalent experience and/or training
• Demonstrated ability to build meaningful client relationships that support trust, retention, and repeat business
• Proven ability to prioritize multiple tasks while maintaining a high level of accuracy and attention to detail in a fast-paced environment
• Intermediate to advanced proficiency in Microsoft Office, including Excel and Word; NetSuite experience is preferred but not required
• Experience in troubleshooting user access, login, password reset, and multi-factor authentication issues in client-facing systems
• Ability to investigate, replicate, and clearly document technical issues to support root cause analysis and effective escalation
• Working knowledge of browsers, devices, cache/cookies, and connectivity troubleshooting for web-based applications
• Experience using case management, CRM, or ticketing systems to track issues, manage follow-up, and maintain accurate documentation
• Positive attitude
• Collaborative
• Operates with the highest integrity and attention to detail
• Self-motivated
• Ability to prioritize and multitask
• High attention to detail, accuracy, and thoroughness
• Must be able to send error-free communications
• To support phone coverage needs, employees must be available to work an assigned shift based on business needs
• Scheduled shifts may include: 7:00 a.m.–4:00 p.m. EST (5:00 a.m.–2:00 p.m. MST), 9:00 a.m.–6:00 p.m. EST (7:00 a.m.–4:00 p.m. MST), or 10:30 a.m.–7:30 p.m. EST (8:30 a.m.–5:30 p.m. MST)
• Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship to move forward in the hiring process
• 2–3 years of phone-based customer service experience preferred, specifically including the support of high-net-worth individuals strongly preferred
• NetSuite experience is preferred but not required

Qualifications

Must Haves

• Financial services industry experience and/or equivalent education alignment
• Bachelor's degree or equivalent experience and/or training
• Demonstrated ability to build meaningful client relationships that support trust, retention, and repeat business
• Proven ability to prioritize multiple tasks while maintaining a high level of accuracy and attention to detail in a fast-paced environment
• Intermediate to advanced proficiency in Microsoft Office, including Excel and Word; NetSuite experience is preferred but not required
• Experience in troubleshooting user access, login, password reset, and multi-factor authentication issues in client-facing systems
• Ability to investigate, replicate, and clearly document technical issues to support root cause analysis and effective escalation
• Working knowledge of browsers, devices, cache/cookies, and connectivity troubleshooting for web-based applications
• Experience using case management, CRM, or ticketing systems to track issues, manage follow-up, and maintain accurate documentation
• Positive attitude
• Collaborative
• Operates with the highest integrity and attention to detail
• Self-motivated
• Ability to prioritize and multitask
• High attention to detail, accuracy, and thoroughness
• Must be able to send error-free communications
• To support phone coverage needs, employees must be available to work an assigned shift based on business needs
• Scheduled shifts may include: 7:00 a.m.–4:00 p.m. EST (5:00 a.m.–2:00 p.m. MST), 9:00 a.m.–6:00 p.m. EST (7:00 a.m.–4:00 p.m. MST), or 10:30 a.m.–7:30 p.m. EST (8:30 a.m.–5:30 p.m. MST)
• Candidates must be legally authorized to work in the United States without the need for current or future visa sponsorship to move forward in the hiring process

Nice to Haves

• 2–3 years of phone-based customer service experience preferred, specifically including the support of high-net-worth individuals strongly preferred
• NetSuite experience is preferred but not required

Benefits

• Day-one coverage: medical, dental, and vision plans so you’re protected from the start
• A 401(k) with a 4% company match to keep your future on track
• Discretionary time off - take the time you need, when you need it
• Employer-paid life insurance, with the option to add extra coverage for peace of mind
• Employee Assistance Programs for confidential support when life gets complicated
• Discounted pet insurance (because furry family members count, too)
• A fitness credit to back your health and wellness goals
• Pre-tax plans for dependent care, transportation, and flexible spending
• Hybrid work from the Denver, CO office or fully remote work from within the Continental United States