Senior Client Service Manager

The Company:

Merit is a fast growing, pioneering financial services firm that invests heavily in the growth and development of team members. Merit seeks to establish, educate, and help individuals reach their financial goals as they transition into and experience retirement. With an unswerving commitment to excellence and reliability, Merit provides objective financial advice and believes in establishing long-lasting relationships. By offering an array of services, clients can receive tailored solutions that promote growth and help them achieve financial goals.

Merit believes in addressing the retirement challenges in America by helping clients reach financial freedom and confidence to the working population and retirees alike. This focus on comprehensive financial wellness enables us to deliver the ultimate client experience.

Headquartered in Alpharetta, GA, with 39 locations across the country, Merit balances tactical advice with innovative strategy. Our 250 hardworking employees are leaders rooted in humility and we are poised to grow. Merit is a multi-generational firm with a foundation built around servant leadership and total team leadership. We have been recognized as a “Best Places to Work” by InvestmentNews and have made the fastest growing companies list in both INC 5000 and Georgia’s Fastest 40. As we expand and work to bring our relationship-driven approach to the financial industry, we are looking for the right individuals to join our team.

The position:

The Senior Client Service Manager is a key role that ensures excellence in customer service. This position manages client interactions and maintains the highest level of confidentiality and discretion in all business matters to complete appropriate paperwork in a professional and timely manner.

Responsibilities

• Facilitates & leads client on-boarding and intake meetings/discussions.
• Develop and maintain solid relationships with clients.
• Prepare for and occasionally attend client meetings with Advisor.
• Proactively identify, analyze, and implement opportunities for customer contact with the goal of improving the customer’s current financial position and simultaneously building and nurturing the existing customer relationships.
• Use judgement to assess client needs, concerns and feedback, decide appropriate to take in order to serve clients
• Investigate and resolve various administrative matters impacting the client’s 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.
• Troubleshoot, research, rely, and engage with custodians to limit issues that may impact the client experience, this may require exercising discretion to find solutions and determine resources
• Ability to answer questions regarding forms, provide guidance and explain complex industry terminology, processes and set expectations that the client can easily understand
• Provide operational support for all existing and new clients including but not limited to:

· Account transfers

· Move money requests

· Branch check deposits to client accounts

· Conversions

· Beneficiary updates

· Estate Processing

· Process and Manage all the new and existing annuity (custodian system) and life policies

· Alternative Investment Orders

• Process and manage all the new and existing annuity (custodian system) and life policies
• Alternative Investment Orders
• Perform necessary client transactions upon request.
• Research and resolve client inquiries, return all client calls, and ensure client satisfaction at all times.
• Main contact for client emails or phone calls, ability to respond to clients with answers, solutions and guidance
• Proactive follow-up with clients for RMDs, confirm account updates, paperwork, check receipt
• Join advisor in certain client meetings and schedule follow up activities.
• Review notes from client meetings and complete or assign 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.
• 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, when necessary.
• 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:

• Bachelor’s Degree in Business or Finance
• A minimum of 5-7 years in client service for a wealth management firm.
• FINRA S6 or S7 and S63/S65 or 66
• Previous experience working on Fidelity 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.

Salary + Benefits:

• Competitive, 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

Best Places To Work for Financial Advisors 2018-2024: Best Places to Work for Financial Advisors 2018, 2019, 2020, 2021, 2022, 2023, and 2024 – Recognized firms were required to be a registered investment advisor (RIA) that has been in business at least one year and having a minimum of 15 full-time/part-time employees. The assessment consisted of a questionnaire on benefits and policies completed by human resources staff along with an engagement & satisfaction survey completed by a minimum of 40% of staff. 50 firms were selected for this award from an undisclosed list of submissions. There was no charge to be included in this award listing.

Georgia Fast 40 2019 and 2022: The Georgia Fast 40 for 2019 and 2022 was awarded by the Atlanta Chapter of the Association for Corporate Growth. To be eligible companies must be for profit and headquartered in Georgia and the most recent year-end revenues ranging from $15 million to $500 million and have three years of verifiable revenue and employment growth.

Inc 5000 2019, 2020 & 2021: The Wilshire 5000 Total Market Index, which consists of more than 5000 companies, represents virtually all of the capitalization of the entire U.S. stock market

Compensation: Merit Financial Advisors offers competitive compensation based on experience, qualifications, location, and market data. Where required by applicable law, salary ranges will be provided during the hiring process.