Client Care Coordinator

Job Title: Client Care Coordinator


Purpose:

The Client Care Coordinator (CCC) supports the Wealth Advisor and plays a key role in delivering a Raving Fan experience as the first interaction clients and prospects have with Credent Wealth Management. The CCC is responsible for ensuring all feel welcomed and comfortable to discuss finances, family, and livelihoods with our Client Service Associates, Financial Planners, Wealth Managers, Wealth Advisors, and Financial Advisors. They are responsible for friendly greeting, answering and directing phone calls, coordinating/scheduling all meetings with clients and prospects, ensuring communications with clients and prospective clients are documented within our CRM for follow-up, coordinating and preparing local client events, keeping the office clean and stocked, and providing customer service above and beyond expectations.

Job Responsibilities:

• Answer, screen, and route incoming phone calls from clients, prospects, vendors, and others as appropriate.
• Greet all in-person visitors, notify team members, and converse with visitors during any wait.
• Coordinate team member calendars with client meetings, client/prospect events, out-of-office travel availability, and meeting room availabilities.
• Coordinate and schedule 100% of client Goal Reviews and Risk Audits.
• Research, schedule, coordinate, and finalize all details including preparing materials for client and prospective client events.
• File and submit confidential documents and compliance forms per custodial entity request, or client account completion.
• Update client and prospect information in CRM, distribute email communications, and mail paper notices to clients as requested.
• Keep office clean, supplies stocked, and manage office mail.
• Work with all other team members in a way that is conducive with the mission, values, and beliefs of the company to provide customer service beyond expectations.

Hours:

• Monday through Friday; 8 AM to 5 PM
• Occasional evening hours at client and prospective client events

Knowledge, Skills, and Abilities:

• Warm, polite, and professional customer service behaviors
• Excellent verbal and written communication skills
• Able to work independently majority of time
• Highly detailed and organized
• Ability to coordinate and plan local events
• Proficient in Microsoft Office and CRM software
• Comfortable multitasking, changing focus at a moment's notice
• Commitment to client confidentiality

Education:

• High School Diploma; Associate or Bachelor's degree in business administration a plus

Experience:

• 1+ year in client-facing, phone customer relations or administrative role