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Senior Client Service Specialist
2 months ago
Active member of the Wealth Management Group. Responsible for client account related service, new business matters, account set-up and overall client service requests. Coach, train, and mentor new Client Service team members on various client requests and decisions for MAI Wealth Management clients.
MAJOR DUTIES AND RESPONSIBILITIES
- Responsible for training, coaching, and reviewing new Client Service Specialist work.
- Mentors less experienced team members in all aspects of Client Service work
- Offers performance-based feedback on Client Service Specialist work.
- Responsible for all service-related matters to meet the needs and requests of Wealth Management clients.
- Responsible for new business processing of client accounts, on-boarding responsibilities associated with new accounts, and ongoing maintenance of the accounts.
- Structures and verifies the various money movements among clients' accounts.
- Prepares MAI annual retainer, initial financial plan fee agreements, Investment Advisory Agreements, Investment Policy Statements, Private Asset and Outside 401k documents.
- Partners with the Wealth Advisors to ensure complex billing specifications are set up for client accounts.
- Gathers, reviews, and submits portfolio tax information to clients and accountants.
- Responsible for client performance reporting - including reconciling statements to reports, updating manual reporting entries, making sure any new accounts are captured.
- Maintains client accounts - including opening and closing client accounts, preparing transfer forms, address changes, maintaining master account list; often interacts directly with the client based on complexity of account structure.
- Utilize deep level of knowledge to resolve service-related matters for client accounts.
- Assists senior level team with trading client accounts via the Moxy trading platform, as needed.
- Prepares and processes client wire transfers.
- Generates client correspondence to assist with account set up, client needs or queries.
- Processes and submits quarterly and ad-hoc reporting to client via their preferred method (mail or email)
- Ensures all client files and documentation adhere to MAI standards and can remediate any documents that require updating.
- Maintains and updates CRM lists for various mailings and contact pieces (MAInsights, other general alerts, etc.)
- Works with Operations to set up client accounts or make needed changes to keep accounts in good order.
- Leads projects, as needed.
- Bachelor's degree and/or equivalent experience
- Client service experience in financial industry, such as brokerage and/or banking (7+ yrs.)
- Demonstrated ability to work with HNW individuals with complex account structures.
- Demonstrated ability to on-board and train new Client Service team members.
- High level of proficiency with Microsoft Office suite, including Excel, Outlook, Word, Adobe, PowerPoint
- Strong financial analytical skills and knowledge of account structures and investments
- CRM experience
- Thrives in a fast-paced and dynamic team-based environment.
- Passionate about service for clients
- Maintains absolute confidentiality of all client information and safeguards client and company data; maintains high ethical standard in all practices.
- Develops best practices and implements across other Client Service Specialists
- Independently makes decisions, overcomes hurdles, solves problems, and implements.
- Ability to lead others in making decisions and implementing them.
- Ability to expedite and prioritize requests from clients and team members for best execution.
- Strong organizational skills: ability to analyze, interpret data/instructions, and knows to ask questions.
- Organized, detail-oriented, and able to multitask and meet deadlines.
- Strong industry business acumen and can demonstrate effectively working with clients.
- Tax, Banking, and Investment knowledge, including account structures.
- Motivated to learn about all areas of the division and firm as part of a growing and fast paced team.
- Experience working on interdepartmental teams.
- Professional demeanor, superb work ethic, high level of personal ethics and integrity
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k)
- Health Savings Account
- Paid Maternity Leave
- Paid Parental Leave
- Tuition Reimbursement
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