Manager of Client Experience

2 days ago

Upland, United States Meristem Private Wealth Full time

Meristem Private Wealth is a growth leader in wealth management services for small businesses and high net worth families across the US with its main office located in Upland, CA. Our mission is to provide client’s custom financial planning and investment management solutions. We do this by fully understanding our clients' goals, designing compelling plans and experiences that address their goals, partnering with their trusted advisors (e.g. CPAs, estate planners, business attorneys) and continually evolving our solutions as our clients’ lives evolve. We are a growing organization. If desired, this role will provide the opportunity for someone to learn and grow in the responsibilities of the Wealth Management business.


The Manager of Client Experience is responsible for managing the end-to-end client experience processes, providing thought leadership in the evolution of client touchpoints, helping set operational goals and priorities, and serving as the first point of contact for our clients.


We are seeking a highly collaborative, detail oriented and client-first person to fulfill this critical role in our organization.  The successful candidate will work side by side with the onsite senior business leader.


This job is located in the Upland, CA office. In-person attendance is required.

  

Responsibilities:

-         Serve as the client’s first point of contact for inquiries (client tools, account information, financial plans, etc)

-         Handle onsite administration tasks including, but not limited to scanning client documentation, data input for financial plans and risk assessments, depositing check, logging notes

-         Develop and enhance client processes and implement through the Customer Relationship Management (CRM) tool

-         Proactively manage end-to-end client onboarding and critical client touchpoints 

-         Create client meeting materials, document meeting notes and follow up correspondence (directly with clients and in the CRM tool)

-         Partner with the office’s senior business leader to execute client experience activities (birthday cards, small-group events, gifting strategy and execution) and internal team meetings.

-         Coordinate state, SEC, and FINRA licensing for onsite financial advisors

-         Continually suggest ways to improve and manage the client experience

-         Manage 1 or more offsite administrative personnel

-         Lead office supply management and set up for in person client meetings

-         Process new account paperwork, account transfers, new redemptions and contributions, beneficiary changes and client set up

-         Support or lead ad hoc special projects as required


Qualifications

-       Self-starter who is highly organized, extremely detail-oriented, adaptable and process oriented

-       Comfortable working in a demanding fast-paced environment

-       Strong professional experience working directly with clients and proven track record with follow through (email, phone calls, etc) with high accuracy and accountability

-       Excellent problem-solving abilities, being able to dissect complex problems into practical solutions

-       Strong strategic and analytical thinking and quantitative aptitude

-       Strong professional presence, confidence, and customer experience mindset

-       Excellent interpersonal skills with an ability to collaborate, influence and be a team player

-       Exhibit strong written and verbal communication skills

-       Possess high integrity and discretion given sensitive data and client information

-       Possess optimism, intellectual curiosity, thirst for learning, and a desire to drive change

-       BA/BS degree from accredited school

-       Advanced knowledge of MS Office Suite (Excel, Word, PowerPoint)

-       Knowledge and experience in financial services, investment management, financial planning, and/or customer experience a plus


We offer a competitive salary commensurate with experience, a 401(k) plan, health benefits, paid time off, and supportive working environment in a professional office location. This is your chance to play a key role in the continued growth and success of our clients and our business. 

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