Client Operations and Onboarding Coordinator
2 weeks ago
Department: Operations
Position Title: Client Operations and Onboarding Coordinator
Reports to: Director, Client Services
Key Responsibilities:
The Client Operations and Onboarding Coordinator fosters strong relationships while delivering operational assistance to a designated group of Financial Advisors or Firms. This role is pivotal in ensuring exceptional customer experiences and encompasses managing the daily operational requirements of assigned clients along with broader responsibilities within the internal operations team.
Primary Duties:
- Oversees all operational tasks, providing customer support, account setup, account transfers, and trade request processing for assigned Advisors.
- Conducts training sessions for both new and existing Advisors on proprietary systems related to operations, ensuring clarity on procedures, documentation requirements, and account processing methods.
- Collaborates efficiently with Advisors to address client service requests, ensuring an optimal experience for end clients.
- Proactively responds to Advisor inquiries and reaches out to anticipate potential concerns.
- Maintains precise client records and documents all account activities within our CRM system.
- Handles incoming communications from Advisors and custodians, taking full ownership of interactions to achieve high customer satisfaction.
- Reviews and audits client trade requests to minimize errors before submission to the trade desk.
- Communicates ongoing progress towards resolutions to Advisors until issues are fully resolved, providing updates on any changes in policies or procedures.
- Demonstrates a solution-oriented mindset, continuously assessing daily activities for process improvement opportunities and contributing to the implementation of new solutions.
- Manages escalated issues for assigned clients, working swiftly and accurately to resolve them.
- Identifies opportunities for improvement through in-depth knowledge of assigned clients' businesses.
- Builds and nurtures strong business relationships with internal partners, particularly in Sales, to enhance client experiences, support retention, and contribute to business growth.
Qualifications:
- Bachelor's degree or equivalent professional experience.
- Experience in the Financial Services Industry is highly preferred.
- Prior custodial experience with firms such as TD Ameritrade, Schwab, Pershing, or Fidelity is advantageous.
- Proficient in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
- Possession of any Financial Industry Licenses (past or present) is a significant plus.
- A minimum of 2 years of experience in client account management, operations, or financial services.
Core Competencies:
- Exceptional follow-up and follow-through skills with a proactive approach.
- Able to juggle multiple competing priorities effectively.
- Positive and confident demeanor with excellent communication abilities.
- Exhibits an energetic, helpful, and professional attitude consistently.
- Strong interpersonal skills with the capability to develop valuable relationships with clients.
- Ability to work independently and manage time effectively to meet client deadlines.
- Highly organized with a keen attention to detail, strong multitasking, and problem-solving skills.
Compensation:
- Base salary range of $55K-$60K, commensurate with experience.
- Annual performance bonus of 5%.
- Commission opportunities.
- Comprehensive employee benefits package (health, 401k, life insurance, etc.).
- Paid Time Off.
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