Platform Support - Analyst

iCapital, Inc.; Salt Lake City (UT); On-site; USD 60,000 - 70,000; Full time

Job summary

iCapital Network in Salt Lake City seeks an Analyst to join the Platform Support team, delivering exceptional client service for Structured Investments and Annuities. You will manage client inquiries, coordinate with internal partners, research questions, and guide clients through offerings and processes.

The role emphasizes strong communication, problem-solving, and careful attention to detail in a fast-paced, collaborative environment across multiple locations.

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, or a related field.
• Strong client-service orientation with responsiveness, accuracy, professionalism, and follow-through.
• Excellent written and verbal communication, with the ability to explain complex information clearly.

Responsibilities

• Respond to inbound service requests related to Structured Investments and Annuities in a timely, professional manner.
• Serve as primary contact for financial advisors and internal partners, guiding product-, account-, and transaction-related questions.
• Assess inquiries, resolve requests within scope, and coordinate escalations to product, operations, legal, compliance, or tech teams.
• Provide updates throughout each request's life cycle, set expectations, and ensure follow-through.
• Research client questions using account, offering, transaction, and program information; communicate findings clearly.
• Partner with Client Sales, Relationship Management, Operations, and Product to support client needs.
• Maintain complete, accurate records of interactions in the CRM.
• Develop knowledge-based articles and procedures for Structured Investments and Annuities.
• Identify recurring questions and process improvements; collaborate to enhance service quality.
• Share client feedback with Product, Operations, Sales, and other stakeholders.
• Support communications and readiness activities for new offerings and changes.
• Build knowledge of Structured Investments and Annuities for advisors and investors; assist in bi-weekly releases.

Skills

Client service

Communication

Problem solving

Time management

Organizational skills

Cross-functional teamwork

CRM systems

Attention to detail

Discretion

Investment products

Education

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

Tools

Dynamics

Tableau

Excel

Job description

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,providingclear guidance on product-related, account-related, and transaction-related questions.
• Assess client inquiries, resolve requests within the team's scope, and coordinate escalations to theappropriate product, operations, legal, compliance, or technology partners when needed.
• Provideaccurateand consistent updates throughout the life cycle of each request, setting clear expectations and ensuringappropriate follow-throughthrough 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 andaccuraterecords 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.
• Identifyrecurring 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 andmaintainknowledge of Structured Investments and Annuities, including key product features, terminology, transaction stages, servicing considerations, and the needs of financial advisors and investors.
• Assistin 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, identifyappropriate resources, and coordinate effective solutions
• Able to work effectively in a fast-paced, dynamic environment whilemaintaininga 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 tomaintainingaccurateclient, 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

The base salary range for this role is $60,000 to $70,000. 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.

iCapital is proud to be an Equal Employment Opportunity and Aff… …

Miami, FL

New York, NY

Princeton, NJ

Salt Lake City, UT

Stamford, CT

This only applies to U.S. based roles.

iCapital uses AI-enabled technology to compare your application against our job requirements and to assist in our hiring process.