Senior Client Service Specialist

2 months ago

Leesburg, United States The Ladders Full time
GENERAL JOB DESCRIPTION

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.
EXPERIENCE/CREDENTIALS
  • 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
COMPETENCIES
  • 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
FEATURED BENEFITS:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k)
  • Health Savings Account
  • Paid Maternity Leave
  • Paid Parental Leave
  • Tuition Reimbursement

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