Senior Client Relations Specialist

2 weeks ago

Leesburg, Virginia, United States The Ladders Full time
GENERAL JOB OVERVIEW

As a pivotal member of the Wealth Management Division, you will oversee client account services, manage new business initiatives, facilitate account establishment, and address overall client service inquiries. You will also play a key role in guiding, training, and supporting new members of the Client Service team in handling various client needs and decisions for clients of The Ladders.

KEY RESPONSIBILITIES
  • Train, coach, and evaluate the performance of new Client Service Specialists.
  • Provide mentorship to junior team members in all facets of Client Service operations.
  • Deliver performance feedback based on service delivery.
  • Manage all service-related inquiries to fulfill the requirements of Wealth Management clients.
  • Oversee the processing of new business for client accounts, including onboarding and ongoing account maintenance.
  • Organize and confirm various financial transactions among client accounts.
  • Prepare essential documents such as annual retainers, financial planning agreements, and investment policy statements.
  • Collaborate with Wealth Advisors to establish intricate billing setups for client accounts.
  • Collect, assess, and relay portfolio tax information to clients and their accountants.
  • Handle client performance reporting, ensuring accuracy in reconciling statements and reports.
  • Maintain client accounts, including opening and closing accounts, processing transfer requests, and updating client information.
  • Utilize extensive knowledge to address service-related issues for client accounts.
  • Assist senior team members with trading activities as necessary.
  • Facilitate client wire transfers and generate correspondence to support account setup and client inquiries.
  • Compile and distribute quarterly and ad-hoc reports to clients through their preferred communication method.
  • Ensure compliance of all client files and documentation with company standards, updating as required.
  • Maintain and refresh CRM lists for various communications.
  • Coordinate with Operations to establish or modify client accounts as needed.
  • Lead projects as required.
QUALIFICATIONS
  • Bachelor's degree or equivalent professional experience.
  • 7+ years of client service experience in the financial sector, including brokerage or banking.
  • Proven ability to engage with high-net-worth individuals with complex account structures.
  • Experience onboarding and training new Client Service team members.
  • High proficiency in Microsoft Office applications, particularly Excel, Outlook, Word, Adobe, and PowerPoint.
  • Strong analytical skills with a solid understanding of account structures and investment principles.
  • Experience with CRM systems.
CORE COMPETENCIES
  • Ability to thrive in a fast-paced, collaborative environment.
  • Commitment to providing exceptional client service.
  • Uphold confidentiality and ethical standards in all client interactions.
  • Develop and implement best practices across the Client Service team.
  • Demonstrate independent decision-making and problem-solving capabilities.
  • Guide others in decision-making processes and execution.
  • Effectively prioritize and expedite client and team requests.
  • Strong organizational skills with the ability to analyze and interpret data.
  • Detail-oriented with the capacity to manage multiple tasks and meet deadlines.
  • Possess strong business acumen and demonstrate effective client engagement.
  • Knowledge of tax, banking, and investment principles, including account structures.
  • Motivated to learn about all areas of the organization as part of a dynamic team.
  • Experience collaborating on interdepartmental projects.
  • Professional demeanor with a strong work ethic and integrity.
BENEFITS OFFERED:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401(k) Plan
  • Health Savings Account
  • Paid Maternity Leave
  • Paid Parental Leave
  • Tuition Reimbursement

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