INVESTMENT CLIENT EXPERIENCE SPECIALIST

Our client, a leading financial services organization in Puerto Rico, is seeking an experienced and customer-focused professional to join its team as an Investment Client Experience Specialist.

This position is ideal for individuals who are passionate about delivering exceptional client experiences, building long-term relationships, and identifying opportunities to support clients in achieving their financial goals. The selected candidate will serve high-value clients by providing personalized service, financial guidance, and tailored solutions that enhance customer satisfaction, loyalty, and engagement.

Location: Bayamón, Puerto Rico (Onsite)

Key Responsibilities

• Build and maintain strong relationships with high-value clients by delivering personalized service and recommending solutions aligned with their financial needs and objectives.
• Assist clients with account servicing, transactions, and financial product inquiries while identifying opportunities to strengthen client relationships.
• Anticipate client needs and proactively resolve issues, ensuring a seamless and exceptional customer experience.
• Educate clients about available financial products, services, and digital solutions that can support their financial well-being.
• Develop creative and effective solutions to address complex client requests and service challenges.
• Reconnect with inactive clients and conduct proactive outreach to strengthen relationships and identify new business opportunities.
• Provide prompt resolution to service concerns and coordinate with internal departments to ensure timely follow-up and client satisfaction.
• Serve as a trusted point of contact, taking ownership of client concerns and ensuring issues are resolved efficiently from start to finish.
• Process account-related requests and support client onboarding activities while promoting additional products and services when appropriate.
• Maintain compliance with all applicable policies, procedures, regulatory requirements, Know Your Customer (KYC), and Anti-Money Laundering (AML) guidelines.
• Promote the adoption of digital banking and self-service tools to enhance the overall client experience.
• Perform additional duties and special projects as assigned.

Minimum Qualifications

Education

• Bachelor’s degree in Business Administration, Industrial Engineering, Finance, or a related field.

Experience

• Minimum of three (3) years of experience in customer service, contact center operations, branch banking, relationship management, or retail financial services.
• Previous experience within banking, investments, insurance, mortgage lending, or other financial services environments is highly preferred.

Skills & Competencies

• Strong customer relationship management and consultative sales skills.
• Excellent verbal and written communication skills in both English and Spanish.
• Ability to build trust and maintain relationships with high-net-worth or high-value clients.
• Strong problem-solving, decision-making, and conflict-resolution abilities.
• Results-oriented with the ability to identify opportunities for business growth and client retention.
• Highly organized with strong follow-through and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM or customer management systems.
• Familiarity with financial products, banking operations, and applicable regulatory requirements is preferred.