Member & Client Service Specialist

Job Title: Member & Client Service Specialist
Department: Operations/Business Development
Reports To: Ryan Geschke, AVP New Business Development
Location: Appleton, WI | Advisors' Pride Home Office
Date Posted: 6/18/2018
Type: Full-Time
Status: Active

Summary of Essential Duties

The Member & Client Service Specialist is a role designed to handle a range of diverse, daily activities on behalf of our Financial Advisor clients and their investor clients. Independent financial advisors leveraging our program do not have the time or desire to search, hire, train, manage HR, payroll, taxes or benefits for their own office staff. Let our remote professionals fill any gaps at your office. The goal of our remote administrative assistant program is to provide excellent service to clients and to help our members become more efficient in their practice through communication and technology, and overall, save them money.

 Objective

  • Ensure smooth day-to-day operations for our advisors and their clients.
  • Handle a multitude of daily activities so advisors can focus on revenue generation.
  • Support high and excellent client satisfaction rates through personable and reliable customer service, prompt follow-up to issues and proactive problem solving.

 General Administrative Assistance

  • CRM Management (calendar) and scheduling meetings for clients, prospects and outside vendors
  • Prepares and coordinates documents in preparation for meetings
  • Participate in client meetings – reviewing concerns, beneficiaries, assisting with technology, and taking notes
  •  Educate clients regarding the online tools and resources available to them to access their accounts, etc.
  • Prompt with post-meeting processing and follow up
  • Open, transfer and close customer accounts and maintain appropriate account records in CRM and broker dealer system
  • Process all required paperwork to create, maintain and service client’s accounts
  • Anticipates client needs, solve problems and follows through with exceptional service
  • Responds to incoming emails and telephone calls in a professional manner to ensure that the client’s request is met in a timely fashion
  • Document and transcribe all relevant notes, action items and tasks in client’s CRM profile
  • Executes project-related tasks to contribute to the firm’s development team
  • Cultivates ideas to develop or help improve office systems and protocol
  • Communicate with internal departments to ensure we meet our clients expectations for timely service delivery
  • Proactive reach out to clients and advisors on time sensitive activities - RMDs, distributions and 1099s
  • Manage account notifications and resolution of NIGOs (Not-In-Good-Order)
  • Address questions from clients on account activity, policies and statements
  • Provide daily recaps to the advisor summarizing work completed and outstanding

Other Duties & Responsibilities

Daily Communication Venues

  • CRM –Redtail Technologies
  • Email (MS Outlook)
  • Phone
  • Regular Communication with Business Development Team


Technology

  • CRM Software (Redtail Technologies)
  • Microsoft Word, Excel, Outlook (email)
  • Adobe PDF
  • Document Imaging (Redtail Technology or Psigen)
  • Assist with additional technology responsibilities, as directed
  • Broker Dealer System - ClientWorks


Knowledge, Skills & Other Qualifications Desired:

  • Administrative experience desired
  • Financial services and/or investment experience desired
  • High School diploma required; college degree strongly preferred
  • Clean background check
  • Strong communication skills (written and oral)
  • Excellent organizational skills
  • Ability to take detailed notes and follow instructions with little guidance
  • Understanding of a CRM or similar data aggregator
  • MS Office Suite experience preferred (MS Word, Excel, Outlook)

 

Areas of Opportunity to Grow Within Advisors’ Pride

(Career path driven position, if desired)

Marketing Support:

  • Social Media & Website Management
  • Event Planning (For Advisor Targeted Events and Client Targeted Events)
  • Graphic Design & Branding

 Office Manager:

  • Employee schedule and workflow management
  • General office management (Supplies, vendor coordinating, etc.)
  • Technology updates

Paraplanner:

  • Client segmentation & service models implementation
  • Financial planning & portfolio review
  • Portfolio analysis
  • Financial plan data gathering, input, output, review and presentation
  • Trading & re-balancing
  • Model maintenance

Other:

  • Financial Advisor Recruiting to Advisors’ Pride
  • Business Development (Member Relationship Manager)
  • Financial Advisor (DBA, Provisions Wealth Planners)
 
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Location:

100 West Lawrence St., Ste. 304
Appleton, WI, 54911
United States