Client Services Associate

MidAtlantic IRA, LLC; Frederick (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

MidAtlantic IRA, a Frederick, MD-based self-directed IRA administrator, is seeking a Client Associate to be the backbone of the onboarding experience for new clients. You will guide clients through paperwork, coordinate transfers, and ensure smooth onboarding.

This in-office role in Frederick, MD involves coordinating with banks, keeping Zoho CRM up to date, and ensuring clients feel supported and informed from day one.

Qualifications

• Customer service experience is required.
• Banking or financial services experience is strongly preferred.
• Organized but flexible in a dynamic small-office environment.
• Self-starter who takes initiative and communicates clearly.
• Comfortable using standard business software and CRM tools.

Responsibilities

• Send application and account-opening paperwork to prospective clients and guide them through the process.
• Review and process new account paperwork, transfer requests, and transactions.
• Serve as primary contact for client inquiries by phone, email, and inbox.
• Follow up on missing documents and pending transfers to keep accounts moving.
• Coordinate with banks to initiate and track transfer requests.
• Maintain accurate client records in Zoho CRM and assist with portal access.
• Collaborate with sales, compliance, and operations to resolve issues.
• Handoff newly funded clients to the investment operations team.

Skills

Customer service

Financial services

Organized

Self-starter

Clear communicator

Zoho CRM

Tools

Zoho CRM

Job description

MidAtlantic IRA is a Frederick, Maryland-based self-directed IRA administrator. Since 2004, we've helped investors take control of their retirement funds by investing in what they know: real estate, private lending, notes, precious metals, private placements, and other alternative assets. We're a small, family-owned business with a big mission: empowering people to build wealth on their own terms.

We're growing, and we're building the team that will carry that growth. If you want a front-row seat to how a financial services company runs, and a real hand in shaping how it operates, this is that opportunity.

About the Role

The Client Associate is the backbone of our client onboarding experience. You'll be the first point of contact for new clients as they open accounts, initiate transfers, and get settled into our platform. Your job is to make sure nothing falls through the cracks and that every client feels supported, informed, and in good hands from day one.

This is a service and coordination role, your role is to guide clients through the paperwork and follow up consistently so the process stays on track and nothing stalls. This is an in-office role based in Frederick, MD.

What You'll Do

• Send application and account-opening paperwork to prospective clients who've requested it, and walk them through what's needed to get started
• Review and process completed new account paperwork, transfer requests, and transactions
• Serve as the primary point of contact for client inquiries by phone, email, and our general inbox, answering routine questions and directing clients to the right department so they always reach the right person quickly
• Follow up regularly on missing documents, pending transactions, and outstanding items to keep every new account moving forward
• Communicate directly with banks and financial institutions to initiate and track transfer requests
• Keep client records accurate and current in our CRM (Zoho)
• Assist clients with online portal access. Account setup is automated, so this is primarily troubleshooting login or access issues when they come up
• Collaborate across sales, compliance, and operations to resolve client issues promptly
• Coordinate handoffs of newly funded clients to the investment operations team
• Keep the sales manager informed of new account status, delays, and outstanding issues
• Share feedback on how we can improve our CRM workflows and client-service processes as we grow
• Maintain organized digital and physical client files
• Jump in where needed. This is a small team and we all wear many hats

What We're Looking For

• Customer service experience is required. You genuinely enjoy helping people and it shows
• Banking or financial services experience is strongly preferred; you understand how money moves, why timelines matter, and how to communicate professionally with institutions
• You are organized, but not rigid. You can build your own structure in an environment that doesn't always hand it to you
• You are a self-starter who takes initiative without waiting to be told what to do next
• You communicate clearly, promptly, and professionally in writing and on the phone
• You're comfortable with everyday business tech. Microsoft Office for documents and reporting, and CRM tools (we use Zoho; experience is a plus, not a requirement)
• You're comfortable working with client data and have an eye for details that need attention
• You work well with multiple stakeholders and can take direction from different leaders graciously
• You are comfortable in a fast-evolving, small-office environment where priorities can shift

What Makes This Role Unique

• You'll work directly alongside ownership and leadership. Your voice matters here
• As the team expands, there is genuine opportunity to grow with it, including into more senior roles
• Flexibility is part of our culture. Life happens, we just ask that you communicate

This Role Is Probably Not the Right Fit If:

• You prefer a highly structured environment where the day is mapped out and tasks come with step-by-step direction
• You'd rather focus deeply on one thing at a time than manage several open tasks and shifting priorities at once
• You prefer minimal interaction and would rather not be in regular contact with clients and colleagues
• A small, family-owned business, where roles are fluid and everyone pitches in, isn't the setting where you do your best work