Client Relations Specialist

Responsible for providing an exceptional client experience by responding to client inquiries and completing client outreach when necessary. Following up with client requests and providing empathetic service is a key component of success. The role is a member of the Client Relations Department and reports directly to the Client Relations Manager.


  • Assists NDTCO clients via inbound/outbound phone calls, live chats, assigned tickets, emails, and portal messages; providing exceptional service and well-researched solutions
  • Coordinates with other Client Relations Specialists to ensure adequate phone coverage during business hours
  • Works with NDTCO staff by conducting outbound calls/emails/portal messages when necessary
  • Works closely with Client Relations Manager to report workflow enhancements and educational/instructional material discrepancies or needs
  • Conducts all responsibilities with a focus on follow up, empathy, and an exceptional client experience
  • Enters and updates tickets, call logs, and contact records with notes pertaining to interactions with clients or internal staff (if it pertains to a client/ticket)
  • Works closely with internal teams to ensure a seamless client experience
  • Actively pursues resolution for clients inquires and issues
  • Acts as the client advocate within NDTCO to ensure the client needs are addressed in a timely matter and resolution is communicated back to the client


  • 2 years of experience in a financial services customer service role
  • Client service orientation focused on finding solutions to client issues/requests
  • A desire to find solutions for others; continuously seeking out ways to make the client experience better
  • High competency of verbal and written communication as well as active listening
  • Ability to clearly communicate the benefits of and provide support for digital solutions
  • Familiarity with qualified retirement plans & IRC 408 preferred
  • Competent in Microsoft 365 products
  • Ability to work under minimal supervision and multi-task in a fast-paced environment
  • Ability to work with and maintain highly confidential information
  • Strong work ethic with a professional, empathetic attitude
  • Ability to use provided tools and resources to conduct in-depth research
  • Pass a criminal background check
  • Complete required annual banking compliance courses (provided by NDTCO)

Success Metrics:

  • Measured based upon the feedback from Clients, the Client Relations Manager, and their working peers
  • Measured by the effectiveness and accuracy of resolving client inquiries
  • Measured by the timely response to phone calls, emails, portal messages, and outreach assignments
  • Measured by the quality and accuracy of written and verbal communication


  • High school diploma or relevant work experience

Employment Status:

  • Full-time
  • Non-exempt
  • Hybrid Role – Virtual & In-Office


To apply, please send your resume and a cover letter to Thank you for your interest!

  • Max. file size: 64 MB.
  • Max. file size: 64 MB.