Job Summary: The Client Relations Analyst is responsible for managing and enhancing the relationships between the company and its clients. The role involves analyzing client needs, handling inquiries, addressing concerns, and ensuring overall client satisfaction. The Analyst will use data and feedback to improve client experiences, identify growth opportunities, and support the long-term success of client accounts. Strong communication, problem-solving, and organizational skills are essential for success in this role.

Key Responsibilities:

Client Relationship Management:

• Serve as a primary point of contact for clients, building and maintaining strong professional relationships.
• Address and resolve client inquiries, concerns, and issues in a timely and professional manner.
• Ensure client satisfaction by proactively identifying opportunities to improve the client experience.
• Monitor and track client satisfaction and engagement, identifying any potential issues before they escalate.

Data Analysis & Reporting:

• Analyze client data and feedback to understand trends, preferences, and areas for improvement.
• Prepare regular reports for internal stakeholders (e.g., Client Relations Manager, Sales, or Account Managers) on client performance, satisfaction, and potential risks.
• Conduct client segmentation and analysis to identify opportunities for upselling or cross-selling products and services.

Client Onboarding & Support:

• Assist with the onboarding process for new clients, ensuring a smooth transition and clear understanding of products and services.
• Provide ongoing support to clients throughout their journey, from implementation to continued success.

Client Retention & Growth:

• Identify opportunities to increase client retention and satisfaction through tailored solutions or service enhancements.
• Develop and implement strategies for retaining existing clients and growing the relationship over time.
• Support contract renewals, upsell, and cross-sell initiatives.

Internal Collaboration:

• Collaborate with cross-functional teams (Operations, Compliance, etc.) to ensure a seamless client experience.
• Share insights from client interactions to help shape future product development or service offerings.
• Provide feedback to management on client needs, concerns, and suggestions.

Client Education & Training:

• Help clients understand and utilize products/services to their full potential.

Qualifications:

Education:

• Bachelor’s degree Finance, Accounting, Business Administration & Economics

Experience:

• 2-4 years of experience in client relations, customer service, or account management, preferably within banking, financial services or wealth management
• Experience reviewing client portfolios & working with high net worth clients
• KYC/AML Experience

Skills & Abilities:

• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Ability to manage multiple clients and projects simultaneously in a fast-paced environment.
• Empathetic, client-focused approach with a commitment to delivering exceptional service.
• Detail-oriented with the ability to track and manage large sets of client data.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)