Client Experience Coordinator

2 weeks ago

Burlingame, United States EH Shum Financial Solutions Full time

We are a boutique investment advisory firm based in Burlingame serving retirees and their families. Our firm distinguishes itself by our standard of exceptional client experience, with an efficient and productive team. We are seeking a motivated individual who is looking to learn and grow professionally within the financial services industry.


The Opportunity:

The Client Experience (CX) Coordinator supports the execution of the firm's client experience strategy and identifies opportunities for improvement, for both standard daily operations as well as individualized client interactions. They are part of a team that is expected to support the advisors with their time so they can focus on meetings with clients and prospects.


Key Responsibilities:

  • Support a culture of building relationships and personalizing client experiences
  • Deliver an exceptional welcome to every client, prospect and partner upon entry and ensure outstanding hospitality throughout the visit
  • Maintain lobby as welcoming environment with opportunities for positive discovery
  • Facilitate CX with appointment confirmations and preparations
  • Assist clients with simple administrative requests
  • Handle phone duties, including incoming calls, relaying messages and appointment setting
  • Assist the team with client development related activities, including data entry and reporting
  • Utilize firm's CRM to gain client knowledge, update client files and mine for opportunities
  • Facilitate regular client outreach through email campaigns and event management


Create Welcoming Office Environment: 

  • Participate in daily set up and shut down of office
  • Control and maintain advisors' calendars to facilitate exceptional CX
  • Support the general upkeep and appearance of the lobby and common areas
  • Maintain and replenish supplies in common areas
  • Accept incoming packages and distribute as appropriate
  • Assist with special projects as needed


Your Qualifications:

  • Ability to project a positive, approachable, enthusiastic and professional image in personal appearance, manner, and demeanor
  • Strong work ethic with high level of integrity and ethics
  • Punctual and reliable
  • Strong understanding of client service needs and priorities (internal and external)
  • Solid critical thinking skills and the ability to exercise sound judgment
  • High degree of attention to detail while sticking to a timeline
  • Strong organizational skills
  • Strong analytical skills
  • Impeccable communication skills in-person, over the phone and via email
  • Comfortable working in small office environment
  • Ability to work in a cyclical, evolving environment
  • High level of proficiency in MS Office Suite tools
  • Past CX and/or CRM experience preferred
  • Should spend at least 20 hours per year in continuing education related to job duties


Why Us:

At EH Shum Financial Solutions, we are committed to providing attentive service, tailored to each client's specific needs. Our clients benefit from our professional and honest approach of keeping their best interests in mind and presenting advice in easily understandable terms.

We strive to do the same with our employees through transparency and communication. We also offer benefits including:

  • Participation in the company retirement plan
  • Paid holidays and vacation time
  • Health insurance

Full-time position. Regular office hours are Monday through Friday 8:00 am to 5:00 pm. Very occasional evening and weekend duties. Salary depending on experience.


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