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Senior Client Support Specialist
2 months ago
The Senior Client Support Specialist plays a crucial role in assisting Financial Advisors with the marketing, sales, and servicing of investment offerings while ensuring a high standard of client satisfaction and engagement.
Key Responsibilities:
1. Address client inquiries and resolve service-related challenges, ensuring all interactions are documented in the CRM system.
2. Oversee the onboarding process for high-net-worth clients, which may involve intricate financial arrangements and specialized service needs.
3. Prepare essential documents and presentations for client consultations.
4. Organize and participate in appreciation and educational events.
5. Track and follow up on new leads generated from referrals or educational initiatives.
6. Utilize workflows to coordinate service tasks and assign appropriate responsibilities to team members.
7. Assist Financial Advisors in providing education and appreciation to partners.
8. Manage and resolve client complaints or disputes, which may require navigating complex financial situations and collaborating with regulatory bodies.
9. Offer detailed explanations and education to clients regarding complex financial concepts, investment strategies, and market dynamics.
10. Conduct cash management tasks and process money movement requests.
11. Document and process client requests (wires, checks, journals, ACH, etc.).
12. Develop and manage the Client Experience Plan through TouchPoint Management.
13. Maintain and organize client files and records to comply with regulatory requirements.
14. Communicate regularly through various channels to facilitate ongoing client engagement and outreach efforts in alignment with the Client Experience Plan.
15. Provide mentorship and support to junior Associates, including training and onboarding new hires.
16. Execute administrative and operational tasks as assigned.
Qualifications:
Education:
Associate's degree or equivalent relevant experience required.
Experience:
A minimum of 3 years in investment support or administration, or a similar client-facing support role within an investment or wealth management firm.
Skills:
Proficient in managing internal and external relationships with discretion and sound judgment. Exceptional organizational skills with a keen attention to detail and the ability to work under pressure. Proven ability to meet or exceed client expectations and build rapport with stakeholders. Strong problem-solving and critical thinking abilities. Ability to work independently with effective decision-making skills. Familiarity with Microsoft Office Suite and CRM software (such as Salesforce) is preferred.
Licenses:
Series 63/65 FINRA licenses or equivalent required.
Compensation and Benefits:
Competitive compensation package, including traditional medical, dental, and vision coverage, 401K matching, paid time off, and special employee pricing on lending products.
