Senior Associate, Investor Relations

-The Senior Associate, Investor Relations is responsible for managing front-office operations related to investor and customer engagement, including handling inquiries, complaints, and service requests. The role ensures timely coordination with relevant departments for issue resolution and updates the Customer Relationship Management (CRM) system accordingly. The position plays a key role in driving investor satisfaction and supporting an efficient delivery service across the company.-Manage front-office (i Care/contact center) operations, handling all investor queries, complaints, service requests, and documentation needs.-Respond efficiently and professionally to inquiries, ensuring customer satisfaction and timely resolution.-Escalate complex or unresolved issues to the Manager – i Care Center when needed for additional support or input.-Facilitate prompt resolution of issues related to documentation for leases, permits, licenses, and visa applications (new, renewals, cancellations, amendments).-Coordinate with internal departments to ensure accurate and complete information is provided to investors.-Maintain and update the CRM system with real-time data on investor interactions, service outcomes, and follow-up actions.-Monitor customer service performance metrics and contribute to performance reports.-Track and report on service costs and expenses, ensuring accuracy and accountability.-Gather and analyze customer feedback to identify recurring issues and service gaps.-Participate in service improvement initiatives by suggesting enhancements to processes, templates, and communication scripts.-Follow service procedures, escalation processes, FAQs, and SLAs to ensure consistent and quality service delivery.-Support root cause analysis of service failures and contribute to corrective action plans.-Provide administrative and operational support to other customer service representatives as needed.-Maintain records of all customer interactions, including inquiries, feedback, complaints, and resolutions.-Assist with the preparation of periodic reports on service delivery and customer engagement.-Work collaboratively with team members to maintain a high level of engagement and motivation.-Contribute to creating a performance-driven and customer-focused culture within the department.-Attend required training sessions to maintain up-to-date knowledge of company’s services, procedures, and systems.Experience: -Minimum 6 years of experience in a customer-facing, front-office, or investor relations role.-Familiarity with CRM systems and customer service reporting tools.Education and Certifications: -Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field. #J-18808-Ljbffr