Platform Support - Analyst

About the Role

iCapital is seeking 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.

The ideal candidate has a strong client-service orientation, excellent communication skills, and an interest in learning investment products while working in a fast-paced, collaborative, and entrepreneurial environment. This position will manage client inquiries, coordinate with internal partners, research account and transaction questions, and help clients navigate iCapital’s offerings and service processes. The successful candidate will thrive in a multidisciplinary, multi-location team environment and demonstrate professionalism, responsiveness, sound judgment, and careful attention to detail in every client interaction.

Responsibilities

• Respond in a 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, account, and transaction-related questions.
• Assess client inquiries, resolve requests within the team’s scope, and coordinate escalations with appropriate product, operations, legal, compliance, or technology partners when needed.
• Provide accurate and consistent updates throughout the life cycle of each request, set clear expectations, and ensure appropriate follow-through through resolution.
• Research client questions using available account, offering, transaction, and program information, and communicate findings clearly and understandably.
• 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-base 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 with quality-control efforts related to biweekly platform enhancement releases.

Qualifications

• Bachelor’s degree in business administration, finance, economics, communications, or a related field.
• One to three 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.
• Ability 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, such as Dynamics and Tableau.
• 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 and Work Arrangement

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

Employees in this role work in the office Monday through Thursday, with the flexibility to work remotely on Friday.

iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. The company does not discriminate based on 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.