Client Service Associate

The Wealthcare Group - East Alton, IL (30+ days ago)


Client Service Associate

Job Title: Client Service Associate

Status: Hourly 25-30

Reports To: Client Services Manager

Supervises: None

This is a summary outline of the responsibilities initially required of the Client Service Associate. This description may be modified as necessary.

Summary of Essential Duties

The Client Service Associate supports firm operations, including client service, business administration, operations and marketing. The Client Service Associate supports the client experience through direct client interaction and “behind the scenes” coordination with other team members to deliver premium client service. This person works closely with the team to develop, implement and track the elements of the Total Client Experience. The position requires strong written and verbal communication skills, a can-do attitude, enthusiasm and a strong aptitude for learning. The ability to effectively prioritize workloads and complete tasks within well-defined guidelines and time constraints is essential. Organization skills and attention to detail are critical. This person must be able to accurately follow instructions to ensure a high quality outcome across the position responsibilities. Additionally, Client Service Associate is responsible for the completion of the essential duties and responsibilities outlined below:

Outcome

A successful Client Service Associate will:

  • Ensure smooth day-to-day operations and increase operational efficiency of the firm
  • Support high client satisfaction rates through excellent customer service, prompt follow-up to client issues and proactive problem solving
  • Ensure that paperwork is processed accurately to decrease errors that require further client communication
  • Leverage time and create capacity for Senior Advisors

General Administrative

  • Update processes / procedures related to the Client Service Associate position
  • Assist in updating department processes or processes for direct reports
  • Complete back-up duties as assigned
  • Support general administrative needs as necessary

Client Services

  • Act as the primary contact for client service questions, issues and problem resolution, escalating items to as necessary
  • Work seamlessly with B/D to handle client service requests, escalating issues when appropriate and making suggestions for improvement to their systems and process
  • Participate in client meetings as needed
  • Conduct paperwork signing appointments
  • Send requested documentation to clients and CPAs (as appropriate) regarding account activity
  • Provide new users / clients technology assistance and training, as needed

Operations

  • Track all client updates and interactions in CRM, as well as assign and complete client-related tasks in CRM
  • Work with the team to address workflow issues as needed
  • Prepare client review materials and ensure that data required for review is accurate
  • Prepare paperwork for client transactions, including, but not limited to opening new accounts, closing accounts, transferring assets, deposits, withdrawals, account title changes, address changes, etc.
  • Monitor, prepare and process IRA, CRT and other distributions
  • Assist with the client resignation / termination process
  • Manage client Required Minimum Distribution report
  • Prepare and process Insurance and Annuities paperwork
  • Maintain physical and electronic client files
  • Follow up on hourly billing

Technology

  • Maintain office vendor contracts / relationships for assigned technology
  • Assist in maintenance of firm CRM system (Retail)
  • Ensure security and privacy of network
  • Setup and troubleshooting of client’s portals
  • Provide training to employees
  • Support software in workstations
  • Assist with additional technology responsibilities as directed

Marketing Support

  • Maintain marketing spreadsheet to ensure projects stay on track
  • Review and update firm website and social media accounts
  • Support firm and Senior Planner marketing efforts as requested

Knowledge, Skills & Attributes

Required Qualifications

  • Minimum of five (5) years financial services industry experience
  • Minimum of two (2) years in a client service / operations role
  • Strong problem resolution skills
  • Detail-oriented with a high degree of accuracy
  • Exceptional organizational skills; ability to multi-task and follow up with and meet deadlines
  • Highly competent computer skills, advanced knowledge of Microsoft Office Suite
  • Exceptional oral, written and interpersonal communication skills
  • Impeccable ability to maintain confidentiality and integrity
  • Positive attitude, personal organization and the ability to handle a heavy workload
  • Professional appearance and demeanor
  • Energetic, eager to learn and willing to cooperate

Preferred Qualifications

  • Experience with eMoney and Redtail
  • IT Experience

Additional Comments

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Karen McGarvey, CFP® Registered Principal, Cambridge Investment Research, Inc., a Broker/Dealer, Member FINRA/SIPC. Investment Advisor Representative, Cambridge Investment Research Advisors, Inc., a Registered Investment Advisor. Cambridge and The Wealthcare Group are not affiliated.

Job Type: Part-time

Salary: $14.00 to $16.00 /hour

Experience:

  • Client Service: 2 years

Education:

  • Associate