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Salary: USD 70,000 - 75,000 / annual
iCapital is hiring a Platform Support Analyst to join its Platform Support team, delivering exceptional client service for Structured Investments and Annuities. The role supports a rapidly growing client base of financial advisors and individual investors, with a focus on creating a best-in-class client experience.
Key Responsibilities:
- Respond in a timely, professional, and client-focused manner to inbound service requests related to Structured Investments and Annuities, with opportunity to learn about other investment offerings
- Serve as a primary point of contact for financial advisors and internal partners, providing clear guidance on product-related, account-related, and transaction-related questions
- Assess client inquiries, resolve requests within the team's scope, and coordinate escalations to appropriate product, operations, legal, compliance, or technology partners
- Provide accurate and consistent updates throughout the lifecycle of each request, setting clear expectations and ensuring appropriate follow-through to resolution
- Research client questions using available account, offering, transaction, and program information, and communicate findings clearly
- Partner with Client Sales, Relationship Management, Operations, and Product teams to support client needs and deliver coordinated service experience
- Maintain complete and accurate records of client interactions, research, decisions, follow-up actions, and resolutions in the CRM
- Develop and maintain knowledge-based articles, client-service procedures, and internal reference materials related to Structured Investments and Annuities
- Identify recurring client questions, service gaps, and process improvement opportunities; collaborate with internal partners to improve service quality and efficiency
The ideal candidate will thrive in a multi-disciplinary team environment, bringing professionalism, responsiveness, sound judgment, and careful attention to detail to every client interaction. This is a fast-paced, collaborative, and entrepreneurial environment.
Workplace: Monday–Thursday in office, with flexibility to work remotely on Friday.
Requirements:
- Strong client orientation and excellent communication skills
- Demonstrated interest in learning investment products, industry terminology, service processes, and regulatory considerations
- Knowledge of Structured Investments, Annuities, alternative investments, wealth management, or financial technology is strongly preferred
