General Responsibilities

The Customer Experience Associate specializes in client service to ensure an exceptional, efficient onboarding and ongoing support of clients. Also assists with marketing initiatives for the firm, with a focus on the LGBTQ community. Specific responsibilities may include but are not limited to:

Client Service Support

•   Represent the firm as the first point of contact for clients and work closely with them to ensure their experience with the firm is outstanding.
•       Implement a distinctive client onboarding experience to welcome new clients to the firm. 
•       Identify opportunities to improve and strengthen the overall client experience. Design additional aspects as needed.
•       Develop personal connections with clients and through conversation to identify opportunities for deepening relationships. These could include: communication preferences, names of family members, hobbies, special interests, birthdays and anniversaries, social media connections, referral recommendations, upcoming important dates or events, etc. 
•       Maintain current client information in the CRM.
•       No financial background needed, but helpful to uncover new or emerging financial concerns that should be addressed in upcoming client meetings.

Marketing/Operational Support

•       Implement client marketing programs and initiatives as needed. 
•       Coordinate and assist with details related to client experience such as acknowledgement of important dates, gift selection and sourcing, event planning, etc.
•       Complete and/or assist with special projects.
•       Manage client communication which could include email correspondence, case notes, material preparation for advisor meetings with clients/prospects, etc.
•       Act as operational support for the firm as needed.

Qualifications

•       Bachelor's degree
•       Strong customer service experience 
•       Excellent interpersonal and relationship building skills
•       Ability to work effectively with people at all levels
•       Excellent written and oral communication skills
•       Knowledge of the LGBTQ+ community
•       Marketing experience a plus
•       Strong computer skills including Microsoft Office Suite
•       Ability to maintain confidentiality
•       High level of organizational skills
•       Ability to solve problems, take independent action and make sound decisions
•       Ability to work in a fast-paced environment, be flexible and open-minded

Compensation $45,000-55,000 with full benefits