Client Services Specialist

The Client Service Specialist is responsible for the day-to-day servicing of clients and account maintenance, serving as a key contact person for all account-related client requests.  They support the Associate Financial Planner, Financial Planner, and Founder.

Duties & Responsibilities 

  • Initiate and field client service calls.
  • When needed welcome clients and visitors and offer refreshments.
  • Serve as a back-up to answer, screen and transfer inbound phone calls; set messages as appropriate.
  • Schedule client meetings, reschedule when needed and monitor scheduling email.
  • Manage systematic client meeting outreach for each advisor using segmentation and meeting frequency guidelines.  
  • Keep CRM updated with important client information and personal information.
  • As requested, handle and process daily mail: open and distribute; scan and file as needed; manage UPS shipping.
  • Scan and file documents to Box. 
  • Set up and maintain client files in Box in accordance with the records retention policy.
  • When appropriate, prepare conference room for client and prospect meetings.
  • Prepare and process all paperwork for clients, including but not limited to opening new accounts, closing accounts, transferring assets, deposits, withdrawals, account title changes, address changes, etc.; communicate status of transactions to clients and Advisors (e.g., when assets have transferred, when deposits are received, etc.) and track return of paperwork and mark status updates in CRM as needed.
  • Follow-up on outstanding paperwork with clients.
  • Provide ongoing client account maintenance (e.g., all money requests, checks, wires, ACHs, regular periodic transfers, transfer of securities amongst accounts, special accounts, ongoing special client instructions, etc.) accurate follow-up and monitoring of transfers initiated by AFP or FP.
  • Check custodian alerts daily and perform appropriate actions and monitor NIGO’s working with the AFP to clear the NIGO’s on a timely basis.
  • Maintain accurate notes and records in the CRM and coordinate with marketing team on birthday, anniversary, get well, and special occasion cards to clients.
  • Assist with special projects as needed.
  • Coordinate your calendar year to attend required client events 

Qualifications 

  • Bachelor’s degree preferably in business, accounting, finance, economics or related experience.
  • 1+ year of experience in client service and/or operations and handling paperwork (preferably with an independent registered investment advisory firm).
  • Proficiency in MS Excel, Word, and Outlook, Redtail, Morningstar, Orion, eMoney, GoTo, Schwab Advisor Center & DocuSign.

Preferred Skills & Experience 

  • Continuously exhibits personal integrity and professional initiative.
  • Reliable, follows through on commitments, does not shrink from new challenges.
  • Possesses a passion to help new and existing clients.  
  • Must be organized, detail-oriented and able to manage and prioritize tasks.
  • Demonstrates a commitment to accuracy by delivering high quality work.
  • Excellent written and verbal communication.
  • Collaborative and able to work effectively with others.
  • Flexible team player who is highly adaptable to change and open to new ideas.
  • Demonstrated ability to work successfully in an entrepreneurial, small company environment.
  • Uphold firm’s purpose, vision and values.