POSITION DESCRIPTION
Summary / objective of position:
The Client Support Assistant (CSA) plays a critical role in delivering high-quality, digitally enabled client experience. This position provides comprehensive administrative, operational, and client service support to the Portfolio Manager (PM) unit, often involving sensitive and confidential information. The CSA is expected to operate effectively in a rapidly evolving, technology-driven environment, demonstrating adaptability, strong digital skills, and a continuous-learning mindset. The role requires initiative, sound judgment, and the ability to prioritize and execute tasks accurately and efficiently in a fast-paced advisory setting.
Essential functions of position:
Client & Account Support
- Develop and maintain a strong working knowledge of assigned client relationships, account structures, and service needs.
- Open, maintain, and close client accounts using primarily digital workflows (e.g., electronic forms, e-signature platforms such as DocuSign), with limited paper processing as required.
- Prepare and process account transfers, distributions, and account maintenance requests accurately and in a timely manner.
- Process charitable and non-charitable gifting of cash and securities.
- Manage all forms of cash flow activity, including checks, ACHs, wire transfers, electronic fund transfers, and bill pay.
Digital Operations & Technology Enablement
- Accurately maintain and update client relationship management (CRM) systems and related digital records, ensuring data integrity and compliance.
- Effectively use firm-approved software platforms and digital tools (e.g., CRM, custodial platforms, document management systems, reporting tools, collaboration software).
- Demonstrate openness and adaptability to new technologies, system enhancements, automation, and evolving digital workflows.
- Participate in testing, adoption, and refinement of new tools and processes as the firm continues to modernize operations.
Client Communication & Service
- Serve as a primary point of contact for routine client inquiries, delivering timely, professional, and accurate responses via phone, email, and digital channels.
- Draft, prepare, and distribute client correspondence, including routine communications, custodial forms, and service-related documentation.
- Assist with the preparation and distribution of quarterly client reports, tax reporting materials, and other client-facing deliverables.
- Provide backup support for PM unit client communications as needed.
Collaboration & Internal Partnership
- Partner closely with the PM, Associate Portfolio Manager (APM), and/or Portfolio Management Assistant (PMA) to support client service delivery.
- Act as a liaison between the PM unit and internal departments such as Operations, Compliance, and Technology, as well as external custodians and financial institutions.
- Schedule meetings, manage calendars, and coordinate logistics using digital scheduling and collaboration tools.
- Continuous Learning & Process Improvement
- Commit to ongoing professional development, including training on new systems, workflows, compliance requirements, and best practices.
- Identify opportunities to improve efficiency, accuracy, and client experience through better use of technology and standardized processes.
- Support special projects such as client events, process initiatives, or cross-team coverage as needed.
Preferred education and experience
- High school diploma required; post-secondary education in business, finance, or a related field preferred.
- Prior experience in financial services, investments, or a professional services environment strongly preferred.
- Strong digital aptitude, including the ability to quickly learn and effectively use new software applications and technology platforms.
- Proficiency in Microsoft Word, Excel, and Outlook; experience with CRM systems (e.g., Salesforce) and custodial platforms is a plus.
- Exceptional organizational skills with a high level of attention to detail and accuracy.
- Ability to manage multiple priorities and deadlines in a fast-paced, evolving environment.
- Strong written and verbal communication skills, including professional client-facing correspondence.
- Demonstrated initiative, adaptability, and commitment to teamwork and continuous improvement.
Supervisory responsibility: N/A
Travel required: N/A
Work environment: Temperature controlled, office environment
Physical demands: Must be able to stand or sit at computer for 8+ hours per day. May require extensive typing at times.
Additional eligibility requirements: N/A
Work authorization/security clearance requirements: United States Citizen or lawful permanent resident
EEO statement: As an equal opportunity employer, Johnson Investment Counsel, Inc. does not discriminate in its employment decisions on the basis of race, religion, color, national origin, sex, pregnancy, sexual orientation, age, disability, veteran/ military status, or any other protected status as required by law.
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
