The Client Relations Specialist is a highly client-facing role responsible for managing real-time communication, onboarding, and ongoing support for both prospective and active clients.

Reporting to the Vice President and working closely with the Head of Client Relations, this individual serves as a primary point of contact across all communication channels — email, phone, text, and video — ensuring a seamless, responsive, and high-touch client experience.

This role is deeply embedded in the client lifecycle, frequently joining sales calls to initiate onboarding, supporting transaction requests, conducting client check-ins, and proactively following up to ensure all client activity — including deposits, withdrawals, broker requests, portal access, and event participation — is completed accurately and efficiently.

The ideal candidate is highly responsive, client-first, and brings a positive, solutions-oriented approach to every interaction, ensuring clients feel supported and confident at all times.

Key Responsibilities

Client Engagement & Communication

Serve as a primary, front-line point of contact for both prospective and active clients.
Communicate with clients throughout the day via email, phone, text, and video calls.
Be readily available to support clients in real time, including while they are at the bank initiating wires or requesting account actions.
Provide immediate guidance on wire instructions, funding confirmations, withdrawal processes, and portal access.
Join live sales calls (often without advance notice) to introduce onboarding and begin the account setup process immediately upon client commitment.
Conduct proactive client outreach, including check-ins to ensure client satisfaction and engagement.
Contact clients to confirm attendance for firm events and ensure a strong client experience.
Deliver a high-touch, patient, and professional experience — confidently guiding clients through questions and processes with clarity and positivity.
Adhere to all company communication standards, SLAs, and established processes.

Client Onboarding & Account Activation

Lead the onboarding process from initial introduction through account activation with each client.
Guide clients in real-time through onboarding steps, documentation, and account setup.
Collect and verify KYC documentation; coordinate directly with brokers for application processing and funding.
Coordinate with the tech team to provision and troubleshoot client portal access during onboarding.
Ensure a seamless transition from sales to active client with minimal friction or delay.

Client Support, Follow-Up & Retention

Proactively follow up with clients on outstanding requests, documentation, account actions, and portal access needs.
Track and follow up on deposit activity, including wires not yet received by the broker.
Coordinate withdrawal requests, including submission, tracking, and ongoing follow-ups with brokers.
Manage and fulfill broker document requests for active client accounts, ensuring timely collection and submission of required materials.
Coordinate with the tech team to resolve client portal access issues and ensure a smooth user experience.
Communicate clearly with clients regarding any additional documentation or system access needed to maintain or service their accounts.
Conduct regular client check-ins to ensure satisfaction and identify any issues early.
Ensure all client requests are completed accurately, efficiently, and with clear communication.

Transaction Support & Tracking

Act as the central point of coordination for all client transaction activity.
Track deposits, withdrawals, and account funding status from initiation through completion.
Liaise with brokers and internal teams to ensure timely processing and issue resolution.
Maintain clear visibility and communication with clients regarding transaction timelines and status.

Client Communications & Inbox Management

Manage onboarding and client support inboxes as high-volume communication channels.
Monitor, triage, and respond to incoming client and prospect inquiries in real time.
Respond to introducer-related emails within the support inbox and coordinate with the Vice President as needed.
Escalate urgent or complex issues to the Vice President or coordinate internally as needed.
Maintain communication logs and ensure no client or introducer request goes unaddressed.
Follow all company communication standards, SLAs, and response protocols.

Broker & Internal Coordination

Work directly with partner brokers to coordinate account setup, deposits, withdrawals, and ongoing account maintenance.
Track and manage broker requests, including documentation, updates, and compliance-related items for active clients.
Collaborate with the Head of Client Relations on outreach, follow-ups, and overall client experience.
Coordinate with the tech team on client portal access, permissions, and issue resolution.
Coordinate with Sales and Trading teams to ensure alignment across the client lifecycle.
Maintain organized records of all client interactions, transactions, and documentation.

Executive & Operational Support

Support the Vice President with additional tasks, client-related initiatives, and operational needs as requested.
Assist with tracking, reporting, and follow-ups tied to client activity and firm initiatives.
Maintain accurate CRM records, onboarding data, and client documentation.
Ensure all processes are compliant, documented, and audit-ready.

Qualifications

2–4 years of experience in a client-facing role (client services, onboarding, account management, or similar; financial services preferred).
Strong communication skills with confidence speaking to clients across phone, video, and written channels.
Comfortable being highly available and responsive throughout the day for real-time client needs.
Naturally positive, patient, and client-focused with the ability to guide clients through questions with clarity and professionalism.
Highly organized with strong attention to detail and follow-through.
Ability to manage multiple conversations, requests, and priorities simultaneously.
Proficiency in CRM systems, Google Workspace, and communication tools.
Experience working cross-functionally with technical teams or supporting client-facing platforms is a plus.
Professional demeanor with high integrity and discretion in handling client information.
Internet and phone access required

Position Details

Hiring Location: Canada
Type: Full Time Contractor
Time Zone: Central Time (or comfortably work in Central)
Travel: 2-3x per year
Language: English (required) and French (preferred)
Compensation: $65,000 USD + $150 USD per new onboarded and funded account

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Client Relations Specialist (Full Time Contractor)