Customer Service Specialist

Job Description

Job Description

About Encore 

Encore Consultants and Encore Wealth Advisors serve owner-led businesses; crops, swine, dairy, co-op, manufacturing, and contracting operations that keep the country running. These are companies built by people who've put everything into them, and Encore exists to help those owners build stronger businesses and leave stronger legacies. Encore Consultants tackles the people side: developing leaders who can run a crew, building a real operating system so the business runs on more than the owner's head, and getting the business and the next generation ready for what's next. Encore Wealth Advisors, an SEC-registered investment advisory firm, manages the wealth those businesses create — investment management, retirement plan consulting, and financial planning built for owners, not institutions. Together, the two firms work with owner-led businesses end to end, from developing the people who run them to managing the money they generate. 

Our Core Values 

Proactive • Organized • Curious Learner • Optimistic • Connections • Servant Leaders 

Position Summary 

The Account Manager/Client Service Manager is the operational backbone of both Encore Wealth Advisors (EWA) and Encore Consultants (EC), executing client-facing and back-office work so the advisors can stay focused on relationships and strategy. This role touches CRM management, compliance documentation, custodial trading/account operations, and general office administration. No prior industry experience is required — the right person is a fast learner with strong instincts for priorities, people, and technology, and is comfortable working independently once trained. 

Key Responsibilities  

Client Service & CRM Execution 

• Log client meeting and call notes in Zoho CRM, maintaining accurate Touch Base and Meeting date tracking 
• Create and manage follow-up tasks generated from advisor calls and meetings 
• Coordinate calendar invites and scheduling for client meetings 
• Track and execute on client requests (contributions, transfers, distributions) 

Trading & Account Operations 

• Place minor/routine trades and rebalancing transactions through Schwab, under the advisor's authority 
• Enroll and maintain client accounts on the Adhesion platform 
• Process account paperwork for new accounts, transfers, and account maintenance 

Compliance & Documentation 

• Prepare, file, and maintain compliance-related paperwork for the RIA 
• Support recordkeeping required under SEC registration 
• Flag and correct data discrepancies in client records 
• Handle sensitive client and firm information with strict confidentiality 

Office Administration 

• Manage phones, mail, and general office correspondence 
• Maintain office supplies and vendor relationships 
• Support day-to-day office operations for both EC and EWA 
• Balance competing priorities and keep office workflow running smoothly 

Qualifications 

• Strong written and verbal communication skills 
• High degree of discretion and confidentiality — this role handles sensitive client and financial information 
• Excellent attention to detail 
• A steady, even-keeled presence — someone clients and staff can count on 
• Able to work independently and prioritize their own workload once trained 
• Quick learner, both of new technology and new tasks generally 
• Intermediate proficiency with Word, Excel, and Outlook; all firm-specific systems will be trained 
• No prior office/financial industry experience required 

Working Style 

This role is built on trust and ownership. Once trained, this person will be given outcomes to own rather than a task list to follow — they will be expected to determine the right way to get there, ask good questions, and manage their own priorities day to day. 

Training & Onboarding 

New hires are trained and onboarded directly by Tim Schaefer, Founder, alongside Kristin Schaefer, Co-Founder — ensuring both the “why” behind the work and the practical, day-to-day mechanics are covered. The expected learning curve is: 
Within 30 days: Demonstrate basic working proficiency in the role’s core systems, recurring processes, and routine responsibilities. The employee should be able to complete common tasks with guidance, know where to find procedures and information, ask appropriate questions, and recognize when an issue needs to be escalated. 
Within 90 days: Demonstrate unsupervised proficiency in routine responsibilities. The employee should be able to independently manage day-to-day priorities, complete standard work accurately and on time, use sound judgment, maintain required documentation, and seek input only for unusual, complex, or higher-risk matters. New or unusual items will still require escalation to Tim or Kristin. 

Systems Used 

Microsoft applications: Intermediate proficiency with Word, Excel, and Outlook is expected at the time of hire. 
Firm systems: Zoho CRM, Schwab (custodial platform), Adhesion (money manager platform), Microsoft 365 tools beyond Word, Excel, and Outlook, and other office and business systems. Training will be provided on all firm-specific systems, processes, and workflows. 

Reports To 

Tim Schaefer, Founder

\nCompany Description

Encore Consultants and Encore Wealth Advisors serve owner-led businesses; crops, swine, dairy, co-op, manufacturing, and contracting operations that keep the country running. These are companies built by people who've put everything into them, and Encore exists to help those owners build stronger businesses and leave stronger legacies. Encore Consultants tackles the people side: developing leaders who can run a crew, building a real operating system so the business runs on more than the owner's head, and getting the business and the next generation ready for what's next. Encore Wealth Advisors, an SEC-registered investment advisory firm, manages the wealth those businesses create — investment management, retirement plan consulting, and financial planning built for owners, not institutions. Together, the two firms work with owner-led businesses end to end, from developing the people who run them to managing the money they generate.

Our Core Values
Proactive • Organized • Curious Learner • Optimistic • Connections • Servant Leaders

Company Description

Encore Consultants and Encore Wealth Advisors serve owner-led businesses; crops, swine, dairy, co-op, manufacturing, and contracting operations that keep the country running. These are companies built by people who've put everything into them, and Encore exists to help those owners build stronger businesses and leave stronger legacies. Encore Consultants tackles the people side: developing leaders who can run a crew, building a real operating system so the business runs on more than the owner's head, and getting the business and the next generation ready for what's next. Encore Wealth Advisors, an SEC-registered investment advisory firm, manages the wealth those businesses create — investment management, retirement plan consulting, and financial planning built for owners, not institutions. Together, the two firms work with owner-led businesses end to end, from developing the people who run them to managing the money they generate. \n\nOur Core Values \nProactive • Organized • Curious Learner • Optimistic • Connections • Servant Leaders