Platform Support - Analyst

iCapital; New York (NY); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

Equity for all full-time employees

Annual performance bonus

Employer matched retirement plan

Comprehensive healthcare coverage

Dental and vision benefits

Unlimited PTO

Remote work on Fridays

Job summary

iCapital is seeking an Analyst to join its Platform Support team, focusing on exceptional client service for Structured Investments and Annuities. You will manage inquiries, coordinate with internal partners, and guide financial advisors and investors through offerings in a fast-paced, collaborative environment.

The role emphasizes client orientation, strong communication, and a willingness to learn investment products across multiple locations, with a hybrid in-office/remote schedule.

Qualifications

• Bachelor's degree in business, finance, economics, communications, or related field.
• 1-3 years in client service, financial services, or related operations.
• Strong client-service orientation with responsiveness and accuracy.
• Excellent written and verbal communication; able to explain complex info clearly.
• Proven problem-solving, research skills, and ability to coordinate solutions.
• Ability to work in a fast-paced, collaborative environment.

Responsibilities

• Handle inbound service requests for Structured Investments and Annuities promptly and professionally.
• Serve as primary contact for financial advisors and internal partners with clear guidance.
• Assess inquiries, resolve within scope, escalate to product/ops/legal/tech as needed.
• Provide updates throughout each request lifecycle with clear expectations.
• Research client questions using available accounts, offerings, and transactions.
• Collaborate with Sales, Relationship Management, Ops, and Product teams.
• Maintain complete, accurate records in the CRM.
• Develop knowledge-based articles and procedures for Structured Investments and Annuities.
• Identify recurring questions and opportunities to improve service quality.
• Share actionable client feedback with Product, Operations and Sales.
• Support communications for new offerings and process changes.
• Maintain knowledge of product features, terminology, and servicing stages.
• Assist in QA for bi-weekly platform enhancement releases.

Skills

Client service orientation

Communication skills

Problem-solving

Time management

Team collaboration

Attention to detail

Education

Bachelor's degree in business administration, finance, economics, communications, or a related field

Tools

CRM systems

Dynamics

Tableau

Spreadsheets

Reporting tools

Job description

About the Role

iCapitalis 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 willbe responsible formanaging client inquiries, coordinating with internal partners, researching account and transaction questions, and helping clients navigateiCapital'sofferings 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 ina 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.
• Support client communications and readiness activities associated with new offerings, product enhancements, process changes, and service initiatives.
• Build and maintain knowledge of Structured Investments and Annuities, including key product features, terminology, transaction stages, servicing considerations, and the needs of financial advisors and investors.
• Assist in quality control efforts related to bi-weekly platform enhancement releases

Qualifications

• Bachelor's degree in business administration, finance, economics, communications, or a related field
• 1-3 years of experience in client service, financial services, investment operations, relationship support, or a related field
• Strong client-service orientation with a demonstrated commitment to responsiveness, accuracy, professionalism, and follow-through
• Excellent written and verbal communication skills, with the ability to explain complex information clearly to clients and internal stakeholders
• Strong problem-solving and research skills, with the ability to evaluate client needs, identify appropriate resources, and coordinate effective solutions
• Able to work effectively in a fast-paced, dynamic environment while maintaining a high standard of client service
• Excellent time management and organizational skills, with the ability to prioritize multiple client requests and meet service expectations
• Proven ability to work independently and collaboratively with cross-functional teams
• Ability to build productive relationships with financial advisors, sales partners, operations teams, product teams, and other internal stakeholders
• Comfort working with CRM systems, spreadsheets, reporting tools, and digital financial-services platforms (dynamics, tableau, etc.)
• High attention to detail and a commitment to maintaining accurate client, account, and transaction information
• Ability to exercise sound judgment and handle sensitive client and business information with discretion
• Experience supporting financial advisors, broker-dealers, registered investment advisers, or individual investors is preferred
• Demonstrated interest in learning investment products, industry terminology, service processes, and regulatory considerations
• Knowledge of Structured Investments, Annuities, alternative investments, wealth management, or financial technology is strongly preferred

Benefits

The base salary range for this role is $70,000 to $75,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).

We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.

For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/

iCapital is proud to be an Equal Employment Opportunity and Affinit tive Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.