Client Support Specialist – Data Services

Advyzon Investment Management, LLC. (AIM); Chicago (IL); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Advyzon Investment Management (AIM) is seeking a Data Service Group Specialist to be the first point of contact for clients, handling custodial data, data feeds, and reconciliation issues. You will leverage CRM and support tools to resolve inquiries and maintain strong client relationships.

In this FinTech role, you will learn back-end resources, contribute to knowledge bases, collaborate with product and engineering, monitor SLAs, and help improve data-related workflows to drive product

Qualifications

• 2+ years in client support, customer success, or technical support in FinTech/SaaS.
• Experience with portfolio accounting systems, reconciliation and/or account aggregation is preferred.
• Bachelor’s degree in Business, Finance, Computer Science, or related field preferred.

Responsibilities

• Serve as primary client contact via ticketing and phone for custodial data, performance calculations, new data feeds, data aggregation, reconciliation, and account/security merges.
• Learn back-end resources and tools the Data Team uses to resolve data-related issues.
• Investigate and resolve product/service issues, escalating to technical teams when necessary.
• Develop deep knowledge of our FinTech platform, including custodial feeds, performance calculations, data aggregation, account management tools, and reporting features.
• Collaborate with product, development, and sales to relay client feedback and drive product improvements.
• Maintain up-to-date records of client interactions using CRM and support ticketing systems.
• Contribute to internal knowledge base articles, troubleshooting guides, and macros related to Quantum.
• Monitor SLAs and ensure timely ticket resolution.

Skills

Financial products + support systems

CRM platforms

Customer-focused communicator

Problem solving

Education

Bachelor's degree in Business, Finance, CS, or related

Tools

Salesforce

RedTail

HubSpot

Jira

Job description

The Group:

Advyzon Investment Management (AIM) is a Turnkey Asset Management Program (TAMP) that offers investment solutions and operations outsourcing to advisors. AIM was launched in 2022 as a new subsidiary of Advyzon, which was founded in 2012 with the purpose of building intuitive all-in-one technology for advisor firms. AIM provides disciplined investment management solutions built upon an intuitive user experience and personalized relationship based service model. The investment team within AIM is responsible for all aspects of building, managing, investing, and supporting client portfolios.

The Role:

We are seeking a highly motivated and customer-oriented Data Service Group Specialist to join our fast-paced FinTech team. As the first point of contact for our clients, you will play a crucial role in ensuring a seamless user experience and delivering best-in-class support for our financial technology products and services. Your ability to solve problems efficiently, communicate clearly, and manage client relationships will directly impact customer satisfaction and product adoption.

Responsibilities

• Serve as the primary contact for clients via ticketing and phone, addressing inquiries specific to custodial data, performance calculations, new data feeds, data aggregation, account reconciliation, and account and security merges.
• Learn back-end resources and tools the Data Team utilizes to efficiently solve data related issues.
• Investigate and resolve product or service issues, escalating to technical teams when necessary.
• Develop deep knowledge of our FinTech platform, including custodial feeds, performance calculations, data aggregation, account management tools, and reporting features.
• Collaborate with product, development, and sales teams to relay client feedback and contribute to continuous product improvement.
• Maintain up-to-date records of client interactions using CRM and support ticketing systems.
• Collaborate on support documentation, user guides, and training resources that will assist in reducing outreach for support.
• Monitor service-level agreements (SLAs) and ensure timely resolution of support tickets.

Skills/Qualifications

• Strong understanding of financial products and support systems.
• Excellent problem-solving skills and the ability to explain complex concepts in simple terms.
• Experience with CRM platforms (e.g., Salesforce, RedTail) and support tools (e.g., HubSpot, Jira).
• Empathetic communicator with a client-first mindset and a passion for financial technology.

Service Performance & Operational Excellence

• Meet or exceed service KPIs including:
• First Response Time (FRT)
• Time to Resolution (TTR)
• Maintain high quality standards in communication and accuracy.
• Achieve and sustain strong CSAT scores on resolved interactions.
• Ensure proper prioritization during high-volume or market-driven activity periods.
• Tickets resolved per period
• SLA adherence (FRT & TTR)
• Backlog management and ticket aging

Quality & Client Experience

• Reopen rate
• QA audit scores

Operational Contribution

• Knowledge base contributions
• Identification of recurring issues and workflow improvements
• Effective escalation and cross-functional coordination
• Contribute to internal knowledge base articles, troubleshooting guides, and macros related to Quantum.
• Identify recurring issues or workflow friction and provide structured feedback to leadership.
• Assist in refining playbooks and escalation paths for trading-related support.
• Support training initiatives for peers or new hires as expertise develops.

Cross-Functional Collaboration

Partner with:

• Consulting/Onboarding to smooth post-implementation transitions.
• Product and Engineering to relay recurring issues, edge cases, and enhancement requests.
• Participate in internal discussions to improve service processes and product usability.

Requirements

• Bachelor’s degree in Business, Finance, Computer Science, or a related field preferred.
• 2+ years of experience in client support, customer success, or technical support—preferably in a FinTech, SaaS, or financial services environment.
• Experience with portfolio accounting systems, portfolio reconciliation and/ or account aggregation preferred.