Vestige: Client Relations Specialist

Headquarters: BVI
URL: https://vestigeholdingsgroup.com/

The Client Relations Specialist is a highly client-facing role responsible for managing real-time communication, onboarding, and ongoing support for both prospective and active clients.

Reporting to the Vice President and working closely with the Head of Client Relations, this individual serves as a primary point of contact across all communication channels — email, phone, text, and video — ensuring a seamless, responsive, and high-touch client experience.

This role is deeply embedded in the client lifecycle, frequently joining sales calls to initiate onboarding, supporting transaction requests, conducting client check-ins, and proactively following up to ensure all client activity — including deposits, withdrawals, broker requests, portal access, and event participation — is completed accurately and efficiently.

The ideal candidate is highly responsive, client-first, and brings a positive, solutions-oriented approach to every interaction, ensuring clients feel supported and confident at all times.

 

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Key Responsibilities

Client Engagement & Communication

• Serve as a primary, front-line point of contact for both prospective and active clients.

• Communicate with clients throughout the day via email, phone, text, and video calls.

• Be readily available to support clients in real time, including while they are at the bank initiating wires or requesting account actions.

• Provide immediate guidance on wire instructions, funding confirmations, withdrawal processes, and portal access.

• Join live sales calls (often without advance notice) to introduce onboarding and begin the account setup process immediately upon client commitment.

• Conduct proactive client outreach, including check-ins to ensure client satisfaction and engagement.

• Contact clients to confirm attendance for firm events and ensure a strong client experience.

• Deliver a high-touch, patient, and professional experience — confidently guiding clients through questions and processes with clarity and positivity.

• Adhere to all company communication standards, SLAs, and established processes.

 

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Client Onboarding & Account Activation

• Lead the onboarding process from initial introduction through account activation with each client.

• Guide clients in real-time through onboarding steps, documentation, and account setup.

• Collect and verify KYC documentation; coordinate directly with brokers for application processing and funding.

• Coordinate with the tech team to provision and troubleshoot client portal access during onboarding.

• Ensure a seamless transition from sales to active client with minimal friction or delay.

 

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Client Support, Follow-Up & Retention

• Proactively follow up with clients on outstanding requests, documentation, account actions, and portal access needs.

• Track and follow up on deposit activity, including wires not yet received by the broker.

• Coordinate withdrawal requests, including submission, tracking, and ongoing follow-ups with brokers.

• Manage and fulfill broker document requests for active client accounts, ensuring timely collection and submission of required materials.

• Coordinate with the tech team to resolve client portal access issues and ensure a smooth user experience.

• Communicate clearly with clients regarding any additional documentation or system access needed to maintain or service their accounts.

• Conduct regular client check-ins to ensure satisfaction and identify any issues early.

• Ensure all client requests are completed accurately, efficiently, and with clear communication.

 

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Transaction Support & Tracking

• Act as the central point of coordination for all client transaction activity.

• Track deposits, withdrawals, and account funding status from initiation through completion.

• Liaise with brokers and internal teams to ensure timely processing and issue resolution.

• Maintain clear visibility and communication with clients regarding transaction timelines and status.

 

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Client Communications & Inbox Management