• Respond to inbound client inquiries via phone, email, and live chat in a professional and timely manner • Provide accurate guidance on account services, including self-directed IRAs, Checkbook LLCs and Trusts, and cryptocurrency (as applicable) • Assist clients with transactions throughout the IRA account lifecycle • Troubleshoot and resolve client issues, escalating complex matters to the appropriate internal teams • Maintain up-to-date knowledge of company products, account types, and investment options • Accurately document all client interactions and updates in the CRM system • Monitor assigned queues to meet established service level expectations • Support routine account maintenance, technical questions, and general client needs • Stay current on industry regulations and compliance requirements related to self-directed IRAs • Collaborate with cross-functional teams to ensure a seamless client experience • Participate in team meetings, 1:1s, reviews, and ongoing training • Contribute to team success by supporting additional tasks as needed