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Client Service Manager

2 months ago

Southlake, Texas, United States Matchstick Full time
Job Summary:

The Senior Client Service Manager is a key role that ensures excellence in customer service. This person manages client interactions and maintains the highest level of confidentiality and discretion in all business matters.

Responsibilities:
  • Facilitate and lead client on-boarding and intake meetings/discussions
  • Develop and maintain solid relationships with clients
  • Prepare for and occasionally attend client meetings with Advisor
  • Proactively identify, analyze, and implement opportunities for customer contact to improve the customers current financial position and build and nurture existing customer relationships
  • Use judgment to assess client needs, concerns, and feedback, and decide appropriate actions to serve clients
  • Investigate and resolve various administrative matters impacting the clients overall situation, including abandoned property issues, cost basis determination, account and transaction history, identification of fees assessed, resolution of corporate actions, and other activities or issues needing attention
  • Troubleshoot, research, rely, and engage with custodians to limit issues that may impact the client experience, exercising discretion to find solutions and determine resources
  • Ability to answer questions regarding forms, provide guidance, and explain complex industry terminology and processes in a way that clients can easily understand
  • Provide operational support for all existing and new clients, including account transfers, move money requests, branch check deposits to client accounts, conversions, beneficiary updates, estate processing, annuity and life policy management, alternative investment orders, and other client transactions
  • Research and resolve client inquiries, return all client calls, and ensure client satisfaction at all times
  • Main contact for client emails or phone calls, responding to clients with answers, solutions, and guidance
  • Proactive follow-up with clients for RMDs, confirm account updates, paperwork, and check receipt
  • Join advisor in certain client meetings and schedule follow-up activities
  • Review notes from client meetings and complete or assign action items
  • Deposit physical checks received at branch via remote check deposit tool
  • Review account transactions daily to monitor trade requests placed, confirm deposits posted, transfers received, confirm client withdrawal requests sent, etc.
  • Maintain Required Minimum Distributions
  • Submit and follow-up on advisory trade requests with Merit Investment Team
  • Document all communication and interactions with clients and prospects and Processing managers in Salesforce CRM in a timely manner
  • Work closely with the Processing Manager, when necessary
  • Maintain paperless client files on our cloud-based system
  • Keep advisor(s) book of business updated within the custodian systems, Salesforce, and Orion
  • Collaborate with the Client Service team across all branches to keep up with changes at custodians and develop and improve systems and processes
  • Resolve account-related compliance requests
  • Maintain and submit branch compliance files quarterly
  • Track and submit insurance licensing, renewal, and appointments
  • Handle miscellaneous operational activities and projects
  • Participate in prospect and client events
Requirements:
  • Bachelor's Degree in Business or Finance
  • A minimum of 5-7 years in client service for a wealth management firm
  • FINRA S6 or S7 and S63/S65 OR 66
  • Previous experience working on Fidelity, LPL, or Schwab platforms (preferred)
  • Excellent knowledge of the securities industry's rules and regulations
  • Proficient computer skills (ability to access email and the Internet) and proficiencies in Outlook, Word, Excel, and Salesforce are desired
  • Excellent written and verbal communication skills
  • Outstanding teamwork and time management skills
  • Excellent interpersonal skills
  • Ability to handle multiple tasks and operate in tight deadlines
  • Strong team-oriented mentality with a desire to achieve personal and company performance goals
  • Ability to interact with clients and team members in a professional and respectful manner
  • Detail-oriented and self-motivated
  • Curiosity and ingenuity to help implement new client-related technology solutions as well as creatively build and maintain methods and procedures of the company
Benefits:
  • Competitive salary based on experience
  • Medical Insurance & Dental, Vision Insurance
  • Life & Personal Accident Insurance
  • Short-term Disability Insurance & Long-term Disability Insurance
  • Flexible Spending Account (FSA), Health Savings Account (HSA) or Dependent Care FSA
  • 401(k) Plan with company matching
  • Paid Time Off (PTO) and paid holidays