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Client Service Operations Team Lead

2 months ago

Cincinnati, Ohio, United States Bartlett Wealth Management Full time
Job Description

Job Summary:

Bartlett Wealth Management is seeking a highly skilled Client Service Operations Team Lead to join our team. As a Client Service Operations Team Lead, you will be responsible for leading and managing client service operations functions, including process improvement, CRM administration, and client onboarding.

Key Responsibilities:

  • Lead and Manage Client Service Operations Functions:
    • Process new account paperwork and ensure timely completion.
    • Send select monthly reports and statements to clients in a timely and accurate manner.
    • Process delivery of quarterly appraisals to clients.
    • Assist with client presentation collateral and ensure it is accurate and up-to-date.
    • Client portal setup and maintenance to ensure seamless client experience.
    • Process check scans to custodian and ensure accurate and timely processing.
  • CRM Administration:
    • New client account setup and ensure accurate and timely completion.
    • Collaborate with management to design new processes and workflows that improve client service.
    • Identify missing or incorrect data and ensure it is corrected in a timely manner.
  • Process Improvement:
  • Client Onboarding:
    • Process new client onboarding and ensure a seamless experience.
    • Handle client charitable outbound stock donations, including transfer of securities and gift letter notification.
    • Handle inbound charitable gifts, including sale of securities and notification to charities.
    • Process qualified charitable distributions (QCD), including gift/notification letters.
    • Process contributions to Donor Advised Funds (DAF), including gift/notification letters.

Requirements:

  • High School diploma.
  • Bachelor's degree in Finance, Business Administration, or other related field is preferred.
  • 5+ years of relevant work experience with a financial services/wealth management firm is preferred.
  • Strong aptitude and proficiency in technology solutions, including but not limited to, Adobe Acrobat and Microsoft Office Suite (Excel, Word, and Outlook).
  • Strong aptitude and experience working with wealth management systems is preferred.
  • Experience working with Salesforce-based (or Practifi) CRM is preferred.
  • Proficiency in digital document filing systems is a plus.
  • Strong mathematical skills required to prepare and interpret account and financial summaries.
  • Independent, self-starter, strong finisher who:
    • Asks questions, raises concerns, and asks for help.
    • Takes initiative and is intrinsically motivated and passionate about what we do.
    • Is committed to their teammates and their team's success.
    • Is dedicated to providing legendary client service.
    • Takes responsibility for the quality and accuracy of their work and their actions.
    • Effectively communicates with a wide range of people in a professional manner using tact, courtesy, and good judgment.
  • Process-oriented, with experience in project and workflow management and process improvement.
  • Ability to juggle multiple projects with strong organizational skills to determine priorities and manage time for self and team in a changing work environment.
  • Strong reasoning and problem-solving skills.
  • Strong attention to detail.
  • Collaborative team-player with the ability to work with and through others.
  • Highly flexible and open to change.
  • Ability to be innovative and think creatively.
  • Strong mathematical aptitude.
  • Efficient in English grammar, vocabulary, spelling, and punctuation – oral and written.

Benefits:

  • A Top Workplace winning culture built on teamwork, integrity, and diligence.
  • Engaging work environment.
  • Opportunity for professional growth and development.
  • Competitive salary and eligibility for annual firm profitability/individual performance incentive.
  • Comprehensive benefits package including medical, dental, vision, life, and long-term disability insurance, flexible spending accounts, and the items listed below.
  • 401(k) plan with match and profit-sharing contribution.
  • Generous paid time off.
  • Paid parental and medical leave.

Bartlett Wealth Management is an equal opportunity employer.