Platform Support Analyst, Financial Services

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

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.