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SUMMARY
The Client Services Manager Alternative Funds serves as a client services relationship management resource for fund families and key internal stakeholders supporting Alternative fund transfer agent services. This role handles complex and escalated communications, provides subject matter expertise, mentors team members, and helps drive communication strategies that enhance client satisfaction and strengthen business relationships related to Alternative fund account servicing, fund closings,repurchases, tenders, capital calls, and other operational events across all Transfer Agent departments.
KEY ACCOUNTABILITIES Manages and resolves complex or escalated Alternative fund client inquiries requiring advanced research, coordination, or relationship management.
Serves as the designated point of contact and trusted resource for operational questions from fund families and internal partners as it relates to Retail Alternative Investment Operations.
Leads communication efforts related to significant service updates, industry changes, Alternative fund product events, and client-impacting initiatives.
Partners with internal departments to ensure consistent, accurate, and timely communication to internal and external stakeholders regarding account servicing, operational events, and inquiry resolution.
Supports both Senior Management and Operations teams regarding client satisfaction and feedback, providing periodic updates related to client status.
Participates in client meetings, presentations, and business reviews as a departmental representative.
Reviews processes and recommends enhancements that improve efficiency, consistency, accuracy, and client satisfaction.
Identifies emerging client concerns, inquiry trends, industry developments, and service opportunities, escalating recommendations to leadership as appropriate.
Collaborates across teams to ensure seamless client experience and successful resolution of complex client needs.
Maintains accurate records of escalated inquiries, client interactions, research notes, resolutions, and follow-up activity in designated systems.
WORKING RELATIONSHIPS Collaborates with team members and internal departments on inquiries, escalations, client communications, reporting needs, and event-related communication support.
Serves as a direct fund contact and liaison for assigned Alternative fund clients operational matters.
Maintains periodic contact with shareholders, fund families, and internal partners regarding account-related and event-related matters. • Partners with transfer agent teams to support communication coverage, procedure updates, inquiry resolution, and completion of priority items during peak periods.
May perform other duties as required and assigned.
EDUCATION AND EXPERIENCE
Bachelor’s degree in business administration, communications, finance, or a related field.
5+ years of experience in client services, transfer agent operations, communications, financial operations, or a related field.
Experience within the financial services industry.
Experience supporting Alternative Investment products preferred.
Series 6 or 7 license is an asset.
KNOWLEDGE
Operational standards, SEC, AML, IRS, fund governing document, prospectus, subscription document, tender offer, and capital call requirements.
Client communication standards, relationship management practices, inquiry management, issue resolution, and escalation support expectations.
Alternative investment products, including REITs, BDCs, CEFs, interval funds, tender offer funds, and other registered or private Alternative products.
Transfer agent operations related to Alternative fund closes, repurchases, tenders, capital calls, warehoused activity, reconciliations, shareholder servicing, and client communications.
General Transfer agent operations knowledge encompassing all aspects of Transfer Agent Operations.
Microsoft Office Suite.
Adobe Acrobat.
SKILLS AND ABILITIES Leadership skills to foster a positive work environment that encourages teamwork, motivation, efficiency, and maximum utilization of associate skills.
Understanding of clients’ businesses, Alternative fund structures, communication needs, and operational requirements to proactively anticipate complications.
Aligns associates with company values, department goals, quality expectations, communication standards, and service standards.
Plans and delegates work within assigned responsibilities.
Motivates and inspires others through effective communication, coaching, training, and practical support.
Assesses the performance of self and associates to support improvements or corrective action.
Plans and develops systems, templates, standards, and procedures to improve operating quality and efficiency of the department in accordance with company policies and procedures.
Troubleshoots complex communication and servicing issues utilizing creative and critical thinking skills.
Strong multitasking, analytical, organizational, follow-up, and relationship-building skills.
Initiative-taking, strategic, and meticulous approach with a strong commitment to quality, efficiency, and effectiveness.
Demonstrates personal integrity, responsibility, and accountability.
Effectively uses resources such as time and information in conjunction with associates.
Participates in solving problems and making decisions.
Presents and expresses ideas and information, written and oral, clearly and concisely.
Actively listens to others to achieve understanding and supports an open exchange of ideas and information.
Identifies needs, arranges for, and obtains resources to accomplish individual and department goals.
Establishes and develops effective working relationships with associates, clients, and business partners during both favorable and unfavorable situations.
Modifies team and individual priorities and deadlines in response to added information, changing conditions, or unexpected obstacles and ensures completion.
PHYSICAL AND OTHER REQUIREMENTS At times, as business needs arise, associates are required and agree to work beyond their normal workday or work week to fulfill the accountabilities required for their job.
The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.
◦ The associate is regularly required to sit and stand. ◦ The associate must occasionally lift and/or move up to 10lbs. ◦ Specific vision abilities are required within this position.
Occasional travel (approximately 10% or less) may be required in this position.
Reasonable accommodation may be made to enable associates to perform the essential functions.
Ultimus is an equal opportunity employer and does not discriminate on the basis of the applicant’s or employee’s race, color, religion, national origin, ancestry, gender, sexual orientation, age, disability, veteran or military status, genetic information, citizenship or any other status entitled to protection under federal, state or local anti-discrimination laws. No questions on our employment application are intended to secure information that is to be used for impermissible purposes.
