Client Support Specialist

**COMPANY DESCRIPTION**

Castle Hall Diligence is a leading specialist in operational, investment, ESG and cybersecurity due diligence of alternative and traditional asset managers. With a rapidly growing team of 80+, Castle Hall has become the largest, dedicated due diligence organization worldwide, operating from offices in Montréal and Halifax, Canada; London, UK; Prague, CZ; Abu Dhabi, UAE; Manila, Philippines, and Sydney, Australia. Castle Hall’s core competitive advantage is DiligenceHub, our proprietary online diligence platform, which has helped our clients review diligence across more than 6,000 fund entities.

RESPONSIBILITIES
- Promptly and professionally respond to daily client inquiries, ensuring high-quality customer service.
- Efficiently coordinate resource allocation and diligently monitor the completion of client requests.
- Enter orders accurately into our proprietary ERP system, ensuring smooth workflow and streamlined processes.
- Maintain meticulous and up-to-date records in our CRM software, ensuring data accuracy and accessibility.
- Thoroughly monitor the client-facing portal to guarantee the timely and accurate posting of new information and completed work.
- Provide dedicated support to new clients during the onboarding process, ensuring a seamless transition and positive experience.
- Foster and maintain strong relationships with both new and existing clients, consistently delivering exceptional service.
- Collaborate closely with the operations team to ensure that production deadlines are met efficiently and effectively.
- Assist in fulfilling regular reporting requirements to senior management, providing key insights and analysis.
- Foster strong communication and collaboration by working closely with all offices on a daily basis.
- Continuously demonstrate the full functionality of our proprietary platform to clients, ensuring their understanding and effective utilization.
- Proactively monitor and promptly respond to live chats from clients, providing real-time assistance and support.
- As the business grows, take on the responsibility of training, developing, and mentoring additional team members.

**DESIRED SKILLS AND EXPERIENCE**
- A Bachelor’s degree or College diploma in Finance, Business Administration, Journalism, Communication, English, and/or a related discipline would be considered an asset.
- Possess a college diploma or university degree in a related field, or demonstrate equivalent experience in a similar role.
- Exhibit a strong work ethic characterized by professional integrity and a positive, proactive attitude.
- Approach tasks with a pragmatic, solutions-oriented mindset, seeking effective resolutions to challenges.
- Display exceptional attention to detail, ensuring accuracy and precision in all work performed.
- Showcase excellent organizational skills, effectively managing tasks, priorities, and deadlines.
- Demonstrate computer proficiency, particularly with the full MS Office Suite, and showcase strong Excel skills.
- Present a polished, energetic, and professional demeanor, reflecting the company's values and commitment to excellence.
- Knowledge of the financial industry is considered an asset, enhancing understanding and context in the role.
- Prior experience in a similar role is an asset, providing valuable insights and familiarity with the responsibilities.
- Familiarity with HubSpot and SharePoint is considered an asset, facilitating seamless integration and workflow management.
- Possess the ability to adapt priorities and manage time effectively in a fast-paced environment, maintaining productivity and meeting deadlines.
- Foster the development and maintenance of collaborative working relationships, promoting teamwork and cooperation.
- Exhibit strong communication skills, both written and verbal, enabling effective interaction with team members and clients.
- Embrace a teamwork mindset, working collaboratively and cooperatively with colleagues to achieve shared goals.

In response to Covid-19, the safety and well-being of our Castle Hall team members are of utmost importance. As a precautionary measure, all employees are currently working remotely from home. We prioritize the health and safety of our staff, and to maintain this, all interviews and meetings will be conducted virtually.

**WHAT WE OFFER**
- An opportunity to work with some of the most recognized hedge funds, private equity, private credit, real estate, and long-only funds in the world on behalf of some of the largest institutional investors in the world.
- An opportunity to be a part of a highly successful and growing organization.
- An opportunity to work in a highly diversified fast-paced global business in the financial industry.
- An opportunity to become an expert in alternative investments (often at the forefront of launching new alpha-generating strategies) and operational due diligence.
- Training program customized to suit individual career development goals.
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