Client Service Associate

Position Summary:

The Client Service Associate provides Wealth Management services to ensure client satisfaction and retention while adhering to all policies and procedures governing fiduciary relationships. Responsibilities include performing administrative support tasks such as preparing documents and communicating with both internal and external clients. The role involves collecting, compiling, recording, and analyzing data, and preparing standard and custom reports, utilizing independent judgment and discretion under the direction of other Wealth Management team members. Key duties include reviewing account activity details and working closely with Advisors to ensure accounts are administered in accordance with the governing documents. The role requires a working knowledge of account opening and settings agreement paperwork, departmental organization and policies, and an understanding of Wealth Management operations, procedures, and regulations. The ability to determine priorities and work independently with minimal supervision is essential.

In addition, our FIRST Values apply to all teammates without exception.

FIRST Values

• Family – We support, trust, and respect each other, our customers, and our shareholders.
• Independence & Innovation – We embrace change as vital to our success.
• Relationships – We build relationships that are based on strong character, mutual loyalty, trust, and respect.
• Stewardship – We take care of ourselves so we can take care of others.
• Teamwork – We help each other grow and succeed.

Who we are:

The First National Bank in Sioux Falls began its long-term commitment to the Sioux Falls area in 1885. The oldest bank in Sioux Falls owes its longevity to a combination of service, stability, innovation, and family involvement. Over the past 135 years, The First National Bank in Sioux Falls has worked diligently to promote the growth and vitality of our city and the surrounding area. The Bank strives to continually be recognized as a community leader by reinvesting financial resources back into the communities it serves and encouraging active employee involvement in community volunteer organizations.

The First National Bank Way, which is a blend of our Mission Statement and FIRST Values, serves as the foundation of our culture. It is a gift that has been passed down to us and is the legacy that we will protect and preserve. Nothing is more important to us – it is the cornerstone of our success.

Our culture is driven by integrity, service, and strong values; nothing has shaped it more than our FIRST Values.

Our FIRST Values are not just words; they are truly felt by our employees, customers, shareholders, and communities. They tell us who we are as a business and guide our behaviors and decisions as we move forward and build successful relationships.

Although banking has evolved over the years, our mission and values have not and will not change.

What will you do:

Accountabilities

Client Service & Management

Provide superior client service resulting in high client retention, additions to accounts, and referrals for new prospective clients.

• Serve as one of the primary representatives on assigned accounts including handling client requests and questions; fielding a majority of client phone calls, contacting clients on a regular basis and ensuring all reporting and client communication is accurate. Includes communicating with attorneys, accountants, and other professionals, as well.
• Provide the highest caliber front-line service to clients by telephone or email, handling inbound calls and contacts. Follow-up on client issues and relay information to clients through correspondence and telephone communications. Document client interactions in CRM.
• Coordinate new client set-up and account closing process for all assigned Wealth Management accounts, including completion of the New Account Set-up Worksheet.
• Prepare new account paperwork, including material for prospect meetings; utilizing e-sign when appropriate.
• Lead in the coordination of client tax preparation, if needed, including organizing and tracking data for federal and state income taxes and real estate taxes.
• Complete day-to-day functions on all assigned Wealth Management accounts accurately and by necessary deadlines (i.e. handle client requests, such as gifting, wire transfers, required minimum distributions, money distributions, and reports, etc.); interface with support areas such as Operations to ensure timely completion.
• Review daily transaction reports and cash balances in accounts; may resolve problems or issues on assigned accounts and notify Advisor.
• Provide advanced administrative support of Wealth Management accounts for assigned Advisors including printing, mailing, scheduling, scanning, faxing, and secure e-mailing.
• Complete Administrative Account Reviews for FIP Agency and IRA accounts, including Risk Rating Forms for Advisor review and approval.
• Handle client reach outs at appropriate frequency using available templates and log in Salesforce.
• Schedule meetings with Advisors and prepare presentations and review packets for client meetings.
• Process and monitor account transactions and details in a timely manner. Maintain and update client account information, files, address changes, settings, and forms. Prioritize tasks, stay accountable.
• Monitor marketing materials for organization and inventory and print additional marketing materials, when needed.

Compliance

Maintain a working knowledge of guidelines, policies, laws, and regulations associated with work responsibilities. Ensure compliance in processes and related communication(s). Monitor and audit work regularly. Identify, address and/or escalate issues appropriately.

• Maintain and comply with orderly record keeping system, ensuring maintenance of confidential account files and proper workflow in addition to reviewing daily account transactions for accuracy and consistency.

Other Duties as Assigned

Continually strive to optimize standards through continuous improvement and provide valuable insight on creating efficiencies and streamlining processes.

• Participate in cross-functional training to support all areas within the team and engage in projects to support department with organizational initiatives.
• Attend and participate in teammate meetings and committees as assigned.
• Work with team on special/non-routine projects.
• Cross train teammates on job responsibilities for coverage.
• eMoney: setup of new client profiles and financial data entry for financial plans. (WA/FIP/PT).
• Coordinate Business Development meetings by ensuring conference room is booked, sending out emails ahead of monthly meetings, and preparing and printing report(s) for those same meetings. Includes tracking Retirement Plans and Institutional Trust Leads and entering in CRM.
• Manage Revenue at Risk spreadsheet and prepare for monthly Business Development meeting.
• Perform other job-related duties as needed.

Qualifications

High School education required. Secondary education in related field preferred. Three or more years of relevant work experience or a combination of education/experience that would enable incumbent to meet accountabilities and required competencies of the position.

Skills and Abilities

• Ability to work independently with little supervision. Self-motivated.
• Excellent verbal and written communication skills.
• Ability to conduct relationships in a manner that ensures cooperation and positive results.
• Demonstrate a high degree of concern for professional and innovative client service.
• Demonstrate solution-oriented services to clients.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and conflict resolution skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Working knowledge of Microsoft Office programs and the ability to learn job-related software.
• Ability to adapt to the needs of the organization and teammates.

What’s in it for you?

• Health Insurance
• Dental & Vision Insurance
• Profit Sharing
• Paid Vacation & Holidays
• Company paid short and long term disability
• Tuition Reimbursement Program
• Employee Banking Perks
• Community Volunteer time
• And More