Client Services Director

5 hours ago

Boston, Massachusetts, United States BOSTON TRUST WALDEN COMPANY Full time
Job Summary

The Client Service Manager plays a pivotal role in delivering exceptional client experiences to Boston Trust Walden's high-net-worth and institutional clients. As a key member of the client service team, this individual will work closely with portfolio managers and administrators to ensure seamless relationship management. This role may also involve people management responsibilities, overseeing client service administrators and associates. Key responsibilities include:

Key Responsibilities
  • Manage client needs, ensuring accuracy, efficiency, and high satisfaction
  • Collaborate with portfolio managers to identify and maintain service level requirements for each unique relationship
  • Oversee or manage client service administrators and/or associates, including performance evaluation, training, and development goal setting
  • Coach, support, and collaborate with team members to help meet departmental and firm goals
  • Serve as the retirement account subject matter expert for clients and colleagues
  • Analyze current processes and procedures, providing suggestions and using technical skills to add efficiencies and improve the client experience
  • Collaborate with other departments regularly to ensure business objectives are being met
  • Coordinate the client onboarding process
  • Ad hoc projects in support of the firm's strategic objectives
Qualifications
  • Minimum of 15 years of client service experience in the investment management or other financial services industry
  • Retirement Account expertise - strong working knowledge of IRAs and ERISA regulations
  • Proven experience in a leadership role
  • Familiarity with financial planning concepts
  • Experience with Salesforce or similar CRM application preferred
  • BS/BA or higher
Desired Skills and Attributes
  • Superior verbal and written communication skills
  • Superior organizational and time management skills
  • Strong client service orientation
  • Ability to thrive in a team environment
  • Project Management skills
  • CFP, CTFA, CISP designations a plus

This is a full-time position based in Boston, MA. Boston Trust Walden is currently operating in a hybrid manner with a mix of in-office and remote work. Specifics are dependent upon the team and should be discussed with the hiring manager.

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