Support Engineer

• Contact clients daily via phone, text, or email to assist with account open processes, including KYC, accreditation, and broker-dealer account open
• Proactively identify and resolve any issues or discrepancies in KYB documentation, collaborating with internal teams and investors to ensure timely resolution.
• Respond to client inquiries and coordinate with relevant internal parties as needed
• Onboard high networth clients and entities to the platform and provide white glove guidance through guide the process
• Monitor payment activity and assist with ad hoc tasks and research as needed
• Build strong relationships with clients and monitor customer satisfaction levels
• Update onboarding processes and procedures and develop new training materials as needed
• Follow up with clients to ensure timely completion of required documentation
• Maintain accurate and up-to-date client information in the database
• Facilitate resolution of client issues and escalate to relevant parties as needed
• Identify areas for improvement in the onboarding process and make recommendations
• Attend client meetings and presentations as needed
• Collaborate with the sales team to meet client acquisition and retention goals
• Provide support for other team members as needed

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