Marcura

Client Services Representative

• Serve as a senior escalation point and strategic liaison between Brightwell, Latitude clients, and our technology provider, ensuring alignment and efficient resolution of complex issues.
• Oversee Tier 1 support workflows in partnership with the Latitude Customer Support team, ensuring timely resolution of inquiries while acting as the primary escalation contact for high-impact or sensitive issues.
• Collaborate with Account Managers to shape meeting agendas and lead or contribute to client and partner status meetings, driving clear communication, accountability, and forward progress.
• Proactively communicate and position new product features and initiatives to clients, aligning capabilities with their operational needs and long-term objectives.
• Own the development, standardization, and continuous improvement of Latitude product and process documentation to enhance team efficiency, scalability, and knowledge sharing.
• Own the end-to-end resolution of client needs across email and phone channels, ensuring timely, high-quality outcomes and a consistently positive client experience.
• Act as a primary escalation point and strategic liaison between Brightwell account holders and Account Management, driving alignment across product, production, and operational team.
• Cultivate and maintain strong, trust-based relationships with clients and cross-functional partners to support long-term engagement and success.
• Lead and facilitate client and stakeholder status meetings, providing clear insights on progress, risks, and opportunities for enhancement.
• Drive optimization of client payroll operations, identifying efficiencies and implementing process improvements to enhance accuracy and scalability.
• Proactively analyze trends, recurring issues, and root causes to develop sustainable solutions and prevent future disruptions.
• Partner with clients to communicate and position new product features and initiatives, ensuring alignment with their operational needs and strategic goals.
• Apply a deep understanding of each client’s business objectives to inform problem-solving, solution design, and service delivery.
• Develop positive client relationships and strong relationships within the integrated team.
• Take on other duties, as assigned.

Senior Client Services Specialist

Compliance

• Ensure the accuracy, integrity, and completeness of counterparty master data in line with defined policies, standards, and SLAs
• Perform business verification and KYC due diligence activities, including sanctions screening, false-positive analysis, document verification, and bank account validation, in accordance with internal procedures
• Deliver high-quality outputs within agreed SLAs, including screening results, quality control checks, and customer communications
• Conduct thorough research and analysis using multiple and, at times, conflicting data sources to ensure accurate and reliable outcomes
• Collaborate closely with internal stakeholders to meet regulatory, compliance, and screening requirements effectively
• Monitor and manage customer emails, tickets, notifications, and document follow-ups, taking appropriate actions in line with established SOPs

Compliance Analyst

Account Executive

• Identify and pursue new sales opportunities to grow revenue and expand ShipServ’s customer base, by proactively sourcing leads through cold calling, networking, referrals, and market research.
• Maintain professional interactions with prospects to support qualification and handover to senior sales roles.
• Understand customer requirements and recommend appropriate solutions using established product offerings, pricing structures, and sales playbooks to drive customer satisfaction and deal conversion, by aligning ShipServ’s products and services with customer business goals.
• Prepare and deliver compelling sales presentations, proposals, and quotations to win new business, by clearly articulating value propositions, pricing, and commercial benefits.
• Apply predefined scripts, pricing guidelines, and sales materials and escalate non-standard customer requests to the Sales Manager or Sales Ops.
• Maintain accurate sales forecasts and pipeline data to support business planning and decision-making, by updating CRM systems and reporting on sales activities and performance.
• Collaborate with internal teams (marketing, customer success, and product) to improve customer outcomes and sales effectiveness, by sharing market feedback and contributing to continuous improvement initiatives.

Senior Client Services Specialist

Compliance Analyst

Junior Sales Executive