Job Description:

Our client is seeking a talented professional for the Client Services Specialist “CSR” role to be a key member of our team, providing white glove service to our clients, strategic partners, and our consulting team. This is an excellent opportunity to work with a small group of experienced financial planners and gain experience in a collaborative boutique setting. We focus on each individual’s North Star – their goals in life. We champion our employee strengths, guide their development, and invest in their long-term success. We hire driven, optimistic, resourceful, result-oriented, and adaptable people with the desire to help our clients and one another succeed. Our client has a collaborative, values-driven culture where we are driven to achieve our goals, but have fun in the process of getting there.

As the CSR, you will be responsible for both new and existing business case management for our advisory and insurance service lines. You will work closely with our team to assist in achieving individual and team objectives.

Primary Responsibilities (Ongoing):

• Demonstrate flexibility and work collaboratively with other team members to deliver accurate, responsive, high quality service that meets or exceeds client expectations

• New Business – Responsible for the opening and funding of new accounts at various custodians

• Manage new account opening and account transfer process from start to finish

• Assembles and prepares all necessary documentation for successful execution

• Proactively collects and prepares any service forms that will be needed in the future

• Submits and documents new account paperwork to various custodians

• Resolves custodial alerts and provides additional information as needed

• Proactively engages team members, custodians or subject matter experts to effectively manage internal and external expectations

• Communicate effectively with clients throughout the process

• Existing Business – Responsible for all client service requests at various custodians

• Prepares and submits necessary paperwork for respective tasks and/or requests

• Coordinates with the Client Relationship Manager to ensure minimal client effort in completing projects and requests

• Researches and provides easy and confidential solutions for client execution

• Maintain and update various client information in multiple locations

• Utilize a passion for client service, positive energy, and problem-solving skills to connect with clients via inbound and outbound calls

• • Process-driven mentality to identify areas for improved service, faster output, and higher quality (continuous improvement)

  
  

  • Assist clients with questions regarding their accounts; provide training where needed to enable self-service of common FAQs

  
  

  • Listen to clients to identify additional needs or concerns and clearly communicate to team members

  
  

  • Manage multiple tasks effectively by balancing high productivity with excellent service quality

  
  

  • Maintain timely, accurate, consistent documentation of client interactions (meetings, calls), activities, processes, issue resolution and next steps in CRM – ensures action items are prepared and communicated

  
  

  • Help clients navigate online account management tools

  
  

  • Learn, use, and share custodian best practices

  
  

  • Research solutions and procedures for various one-off circumstances

  
  

  • Provide timely communication of any customer dissatisfaction to Relationship Managers

  
  

  • Assist with client account billings, receivables and reimbursements

  
  

  • Leverage technology to automate and streamline processes

  
  

  • Identify opportunities and implement approved strategies to enhance the client experience

  Additional Responsibilities (Projects):

  
  

  • Creation and documentation of company business processes and work-flows

  
  

  • Assist with client campaigns

  
  

  • Assist with creation of business reports for case management, goal and revenue tracking

  Required Skills/Competencies:

  
  

  • Systems- Proficient in custodial tools (Veo, Wealthscape), CRM (Salesforce), MS Office (Word/Excel, Powerpoint, Visio), PMS (Orion).

  
  

  • Procedures- Experience with client billing processes, investment funding processes, investment management SOPs, money movement, account open/closing.

  
  

  • Integrity / Honesty – Displays highest standards of ethical conduct, understands the impact of violating these standard on the organization, self, and others, chooses an ethical course of action, and is trustworthy. Must be able to maintain confidentiality.

   

  • Conscientiousness – Displays a high level of effort and commitment towards performing work and demonstrates responsible behavior.

  
  

  • Organization – Needs to be accurate, highly detail oriented, organized, and able to prioritize time management to perform assigned work.

  
  

  • Interpersonal skills – Shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others and relates well to different people from various backgrounds and different situations.

  
  

  • Communication – Uses correct English grammar, punctuation, and spelling to organize and communicate ideas in words that are appropriate to listeners and readers and uses appropriate body language.

  Licensing & Education:

  
  

  • Undergraduate degree – Preferred

  
  

  • Series 6 & 65 licenses – Preferred

  Experience:

  
  

  • 5 years minimum experience in client service and case management

  
  

  • Experience in financial services, Strongly Preferred

  
  

  • Proficient with the following software programs

  • Microsoft Office (Word, Excel, Power Point, etc.) – Required

  • TD Ameritrade Institutional – Preferred

  • Orion – Strongly Preferred

  • Salesforce – Strongly Preferred

  • DocuSign – Preferred

   

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