Client Experience Specialist

4 days ago

Lawrence, Kansas, United States Triad Partners Full time

At Triad Wealth Partners, LLC, we're committed to delivering exceptional client experiences that drive growth and success. As a Client Experience Specialist, you'll play a critical role in managing client relationships and ensuring seamless onboarding processes.

Our company is built on the idea of #DBDL: Doing Business and Doing Life. We believe that business growth shouldn't come at the expense of personal freedom, and our team members are leaders who shape the vision, build processes, and create solutions that take our industry to new heights.

We offer a unique working environment that encourages work-life balance and promotes creativity. Our benefits package includes very competitive compensation, fully paid health insurance, unlimited PTO, 401k Plan, hybrid remote schedule, team events, and more.

This role reports to our Director of Onboarding and Engagement and offers flexible work arrangements, including in-office, hybrid, and remote options. You'll have the opportunity to explore other career paths within the company, including leadership, training, and operations.

Responsibilities:

  • Lead the onboarding process by researching questions, assisting with document sending and tracking, monitoring and resolving NIGOs - including issues with ACATs, and new account set-up in Orion and Salesforce.
  • Engage with clients to determine their training needs and build comprehensive training plans.
  • Outline standard and customized reporting for clients in Orion.
  • Support client-directed activity on new and existing accounts, including money in and out of an account, moving money between accounts, and all account maintenance.
  • Respond to client inquiries in a thorough and thoughtful manner by researching their request, understanding their business, and seeking input from others.
  • Collaborate with internal teams and external vendors to deliver reliable answers to client requests.
  • Follow-up and ownership of client requests to provide reliable support.
  • Takes accountability for all interactions with internal and external customers.
  • Reports any poor customer experience and works to ensure fast, fair resolutions that restore trust and confidence and keeps the advisor informed about ongoing progress.
  • Effectively reports feedback on desired platform improvements.
  • Assist with training the support staff of new clients to help them operate more efficiently.
  • Drive user adoption of our platform and serve our clients in a way that generates loyalty and promotion of our platform to other members in our community.
  • Identify and present opportunities to streamline processes, increase efficiency, and mitigate risks.
  • Assist in the development and execution of proactive, creative, and ongoing ways to deliver more value to our clients.
  • Stay informed about industry developments and best practices.

Qualifications:

  • Bachelor's degree plus 3-5+ years of experience in the financial services industry. Preferred experience working with a Turnkey Asset Management Program or Registered Investment Advisor.
  • Experience working with or as a client service associate or advisor support staff in the financial services industry.
  • Experience working in a mid to large financial organization is preferred.
  • Strong service mindset, desire to help others, and strong affiliation to our mission to helping advisors grow and build businesses of significance.
  • Strong oral and written communication to ensure professional interactions, clear and confident engagement, and positive interactions.
  • Strong organizational, analytical, problem-solving, and time management skills.
  • Fast learner and open to participating in selected departmental process improvement initiatives and duties as assigned.
  • Salesforce and Orion experience a plus.
  • As an access person of Triad Wealth this position is subject to SEC restrictions on personal political contributions, personal securities transactions, and gifts & entertainment.

Estimated salary: $85,000-$110,000 per year, based on location and experience.

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