Client Service Representative

3 days ago

Milwaukee, Wisconsin, United States Russell Investments Full time
Job Description:

Job Title: Client Service Associate

Job Summary:

We are seeking a highly skilled and experienced Client Service Associate to join our team at Russell Investments. As a Client Service Associate, you will be the primary point of contact for existing and potential clients, providing exceptional client service and support.

Key Responsibilities:

  • Provide reactive and proactive client support, responding to client inquiries and resolving issues in a timely and professional manner.
  • Act as the first tier resource for inbound general client calls, providing accurate and helpful information to clients.
  • Work with financial advisors, sponsors, and account administrators to coordinate the account opening process and transactions of Russell Personalized Managed Accounts (PMA).
  • Identify and solve reconciliation questions around PMA, ensuring accurate and timely resolution.
  • Understand plan administrator's tools, dashboards, and systems regarding PMA, providing expert support and guidance to clients.
  • Professionally represent Russell Investments by promptly and accurately meeting the service needs of clients, vendors, and Russell Investments associates.
  • Research distributor questions or inquiries using a variety of systems and resources, both internal and external.
  • Accurately communicate and enforce all established policies and procedures designed to provide consistent, quality service to clients and limit financial risk to Russell Investments.
  • Escalate operational, client service, and technical issues as necessary.
  • Demonstrate proficient technical and analytical skills, supporting internal sales teams and providing expert knowledge on Russell Investments products and services.
  • Support the rollout, upgrades, and provide in-depth knowledge of; Multi-Asset Portfolio Builder, Value of Tax Management Tool, and Russell Investments website.
  • Ensure all client requests, issues, resolutions, and other relevant information are documented in the CRM system to ensure open communication and effective reporting.
  • Document and update processes and procedures necessary to meet client needs.
  • Provide fulfillment services for clients, ensuring timely and accurate completion of tasks.
  • Effectively contribute to the teamwork environment, supporting colleagues and escalating issues as necessary.
  • Escalate clients' calls to the appropriate regional service or sales team member when a sales opportunity is present or the inquiry requires more in-depth expertise.
  • Seek ways to improve and enhance products/processes, providing expert feedback and recommendations.
  • Assist with sales team initiatives from a subject matter expert standpoint, providing expert knowledge and support.
  • Back-up associates during absences and heavy workload periods, ensuring seamless support and service to clients.
  • Support the sales team in the achievement of department objectives, providing expert knowledge and support.
  • Responsible for sharing insight from financial professionals and demands in the investment marketplace to help bring new products or concepts to market, as well as timely communication.
  • Maintain an Associate Regional Director and/or Regional Director as a mentor for a meaningful period.

Requirements:

  • FINRA Series 7 and 63 & 65 (or 66) licenses preferred.
  • Bachelor's degree.
  • Demonstrate a passion and skill in the art of selling.
  • One or more years of client service and financial industry experience, including experience in an operations-based financial environment.
  • Mutual fund experience is preferred.
  • Superior telephone answering skills, including a high comfort level with working with customers to resolve issues over the telephone.
  • Ability to thrive in a team environment.
  • Demonstrated outstanding client service and interpersonal skills.
  • Excellent listening, written, and verbal communication skills; ability to follow written procedures.
  • Capacity to establish and manage a process under deadlines.
  • Time management and organizational skills; managing multiple responsibilities and changing priorities.
  • Demonstrated proficient analytical and technical skills-working with various software products.
  • Demonstrated project management/participation skills.

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