Client Service Manager

5 days ago

Issaquah, Washington, United States Matchstick Full time
Job Description

At Matchstick, we are seeking a highly skilled and dedicated Client Service Manager to join our team. As a Client Service Manager, you will be responsible for ensuring exceptional customer service and building strong relationships with our clients.

Key Responsibilities:

  • Develop and maintain solid relationships with clients to ensure their needs are met and exceeded.
  • Assist with scheduling client appointments and providing operational support for all existing and new clients.
  • Investigate and resolve various administrative matters impacting the clients overall situation, to include abandoned property issues, cost basis determination, account and transaction history as needed, identification of fees assessed, resolution of corporate actions, and any other activity or issue needing attention.
  • 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, and process and manage all the new and existing annuity and life policies.
  • Research and resolve client inquiries, return all client calls, and ensure client satisfaction at all times.
  • Proactive follow-up with clients to confirm account updates, paperwork, and check receipt.
  • Meet with clients when applicable for new client forms signatures and processing.
  • Review notes from client meetings and complete 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 withdraw requests sent, etc.
  • Set-up new client online account access and assist existing clients with online account access.
  • Maintain Required Minimum Distributions.
  • Submit & follow-up on advisory trade requests with Merit Investment Team.
  • Document all communication & interactions with clients and prospects and Processing managers in Salesforce CRM in a timely manner.
  • Work closely with the Processing Manager for your region.
  • Maintain paperless client files on our cloud-based system.
  • Keeping advisor(s) book of business updated within the custodian systems, Salesforce & 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 & submit branch compliance files quarterly.
  • Track & submit insurance licensing, renewal and appointments.
  • Handle miscellaneous operational activities and projects
  • Participate in prospect and client events.

Requirements:

  • Associates or Bachelors Degree
  • A minimum of 2-4 years in client service for a wealth management firm.
  • FINRA S6 or S7 and S63/S65 OR 66 (preferred, not required)
  • Previous experience working on Fidelity, LPL or Schwab platforms (preferred)
  • Excellent knowledge of the securities industry's rules & 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

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