Summary - Responsible for managing the firm’s Client Service team, including its staff, daily operations, as well as team engagement with clients and other internal firm departments.
Supervisory Responsibilities:
- Responsible for the overall direction, coordination, and evaluation of these employees
- Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Team Responsibilities
- Develop and refine practice standards for the area of Client Service, working with the team to create and define policies, procedures and best practices
- Work closely with our third-party custodial service teams to ensure engagement and service standards remain highly effective and efficient
- Design Client Service team career path, working to train and recruit team members to ensure the team has a strong veteran presence, depth, succession and sufficient back-up
- Provide routine updates during Advisor Team Meetings and firm staff meetings on matters related to Client Service
- Work to ensure there is strong communication between Client Service and all other departments, particularly, Operations and Wealth Advisory
- Complete performance reviews and work with Client Service team members on personal development, training, goals, etc.
- Develop a system of quality controls and review for Client Service, particularly for the onboarding and new accounts process
- Work closely with internal teams to continue ongoing digital transformation
Client Responsibilities
- Works with clients to open and/or service portfolio accounts per request of Wealth Advisor
- Attend meetings with clients as needed
Firm Responsibilities
- Understand and support the firm’s vision, mission, and strategy
- Identify department goals, priorities and timelines, working in conjunction with firm goals and long-run, strategic plan
- Ensure a strong team culture, high degree of communication, collegiality, excellent service and execution
- Stays apprised of firm policies, CS team practice standards, financial markets, and other related developments that impact the firm and its clients
- Comply with all the firm’s HR and Compliance policies
Degrees and Designations
- Bachelor’s degree (B.A. or B.S.) from a four‐year college or university, preferably with a degree in business, finance or a related field
- No certificates or licenses required
Experience Requirement
- 10-15 years of experience in the area of Client Service
- Prior leadership/management experience preferrable
- Prior experience with Fidelity, Schwab custodial platforms
- Proficient with Microsoft 365 (Word, Excel, Outlook, PowerPoint)
- Experience with CRM and Portfolio Accounting System, and Document Management software is a plus
Skills Required
- Superior organizational and time management skills and ability to multitask under pressure
- Strong attention to detail, accurate compilation of information, while adhering to internal deadlines
- Excellent interpersonal communication skills, both verbal and written
- Proactive, strong work ethic and stable work history
- Professional appearance and demeanor
- Ability to work well in a team environment
- High attention to detail and timely follow-through
Pay: From $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Work Location: In person
