Platform Support Specialist – Remote Fridays & Equity

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

Benefits offered by this job

Equity

401(k)

Healthcare

Dental

Vision

Telemedicine

Parental leave

Unlimited PTO

Hybrid schedule

Job summary

iCapital in New York seeks an Analyst for Platform Support to deliver top-tier service for Structured Investments and Annuities. You will manage client inquiries, coordinate with internal teams, and help advisors navigate offerings and processes.

The role emphasizes precise, timely responses, CRM documentation, and collaboration with Sales, Operations, and Product. Hybrid work with in-office days Mon-Thu and remote on Fridays plus a strong benefits package awaits.

Qualifications

• Bachelor's degree in business, finance, economics, communications, or a related field.
• 1–3 years of experience in client service, financial services, investment operations, relationship support, or related field.
• Strong client-service orientation with responsiveness, accuracy, professionalism, and follow-through.
• Excellent written and verbal communication skills, with ability to explain complex information clearly to clients and internal stakeholders.
• Strong problem-solving and research skills, ability to evaluate client needs and coordinate solutions.
• Able to work in a fast-paced, dynamic environment with high level of client service.
• Excellent time management and organizational skills to prioritize multiple requests.
• Proven ability to work independently and with cross-functional teams.
• Ability to build productive relationships with financial advisors, sales partners, operations, product teams, and other internal stakeholders.
• Comfort with CRM systems, spreadsheets, reporting tools, and digital financial services platforms (Dynamics, Tableau).
• High attention to detail and discretion with client and business information.
• Experience supporting financial advisors, broker-dealers, RIAs, or individual investors preferred.
• Interest in learning investment products, industry terminology, service processes, and regulatory considerations.
• Knowledge of Structured Investments, Annuities, alternative investments, wealth management, or financial technology preferred.

Responsibilities

• Respond to inbound service requests related to Structured Investments and Annuities.
• Serve as primary contact for financial advisors and internal partners; provide guidance on product-, account-, and transaction-related questions.
• Assess inquiries, resolve requests within scope, escalate to product/ops/legal/compliance/tech as needed.
• Provide accurate updates throughout the life cycle of each request; 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 and accurate records of client interactions, research, decisions, and follow-up actions in CRM.
• Develop and maintain knowledge-based articles and internal procedures for structured investments and annuities.
• Identify recurring questions, service gaps, and opportunities; collaborate to improve service quality and efficiency.
• Synthesize client feedback for Product, Operations, Sales and other stakeholders to improve experiences.
• Support communications for new offerings, product changes, and service initiatives.
• Build knowledge of Structured Investments and Annuities and servicing considerations for advisors and investors.
• Assist in quality control for bi-weekly platform releases.

Skills

Client service

Communication

Problem solving

Time management

Cross-functional teamwork

Relationship building

CRM systems

Data tools (Dynamics/Tableau)

Attention to detail

Discretion with sensitive information

Investment products interest

Education

Bachelor's degree in business/finance/economics/communications (or related)

Tools

CRM systems

Dynamics

Tableau

Spreadsheets

Job description

iCapital in New York seeks an Analyst for Platform Support to deliver top-tier service for Structured Investments and Annuities. You will manage client inquiries, coordinate with internal teams, and help advisors navigate offerings and processes.

The role emphasizes precise, timely responses, CRM documentation, and collaboration with Sales, Operations, and Product. Hybrid work with in-office days Mon-Thu and remote on Fridays plus a strong benefits package awaits.