Platform Support - Analyst

About the Role
iCapital is looking to hire an Analyst to join its Platform Support team, with a primary focus on delivering exceptional client service for Structured Investments and Annuities. The team supports a rapidly growing client base of financial advisors and individual investors as part of the company's mission to create a best-in-class client experience. Candidates should have a strong client orientation, excellent communication skills, and an interest in learning investment products while working in a fast-paced, collaborative, and entrepreneurial environment. This position will be responsible for managing client inquiries, coordinating with internal partners, researching account and transaction questions, and helping clients navigate iCapital's offerings and service processes. The ideal candidate will thrive in a multi-disciplinary team environment across multiple locations and will bring professionalism, responsiveness, sound judgment, and careful attention to detail to every client interaction.
Responsibilities
Respond in a timely, professional, and client-focused manner to inbound service requests related to Structured Investments and Annuities, with the 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 the appropriate product, operations, legal, compliance, or technology partners when needed.
Provide accurate and consistent updates throughout the life cycle of each request, setting clear expectations and ensuring appropriate follow-through through resolution.
Research client questions using available account, offering, transaction, and program information, and communicate findings in a clear and easy-to-understand manner.
Partner with Client Sales, Relationship Management, Operations, and Product teams to support client needs and deliver a 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, and collaborate with internal partners to improve service quality and efficiency.
Synthesize client feedback and share actionable themes with Product, Operations, Sales, and other stakeholders to strengthen the overall client experience.