Purpose: Handle all incoming communication and keep clients + advisors connected in real time.

Type: Reactive / operations / admin support

Hours: 11 AM – 7 PM EST (full phone & chat availability)

Core Responsibilities : A. Real-Time Client Support

• Answer all inbound calls, chats, and tickets from clients.
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• Help clients navigate the portal, login issues, or basic questions.
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• Acknowledge every client message same-day.

B. Advisor Communication Relay

• Deliver messages from advisors to clients.
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• Notify advisors when clients submit documents or ask questions.
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• Call clients to confirm they viewed advisor instructions in the portal.
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• Ensure no messages or tasks remain unread.

C. Service Coordination

• Track open tasks, missing documents, and pending steps.
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• Remind clients when financial advisors need something.
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• Support the onboarding team by confirming document collection.

D. Documentation

• Log all calls, chats, and major updates into the client record.
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• Tag advisors on all important updates.

KPIs (Performance Metrics)

• Response time to client inquiries (under 2 hours).
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• Phone availability 100% during shift.
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• Ticket resolution within 24–48 hours.
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• Zero missed client messages.
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• Advisor satisfaction (internal).
  
  
  

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