Client Service Specialist

Client Service Specialist

The Client Service Specialist (CSS) is a valued member of our team, dedicated to ensuring that clients feel welcome and at ease from their very first interaction. As the initial point of contact for clients, whether by phone, in-person, or via Teams, the CSS is responsible for creating a positive and lasting impression. This role involves attentive listening and a warm, friendly demeanor to make clients feel valued and comfortable. The CSS collaborates closely with the advisory team to address client needs and provide exceptional service. Additionally, the CSS handles various operational and administrative tasks to support the firm's smooth functioning. This position reports to the Client Service & Operations Manager.

This is a full-time position that offers substantial benefits, including health insurance, a career track, and tuition reimbursement for approved college classes/degrees.

Growth Opportunity

Career Track: Over time, this position may lead to the following:

• Client Service Specialist II: manages complex client account needs & provides advanced support.
• Senior Client Service Specialist: trusted authority for client account needs.
• Paraplanner: supports wealth managers in financial planning analysis & strategies.

Promotions are based on overall contribution and firm needs. Depending on contribution and skills, other career tracks may become available.

Essential Duties & Responsibilities

Client Services Support:

• Friendly welcome and service for clients & visitors.
• Address client service needs through telephone, Teams, in-person, and email interactions.
• Coordinating and confirming meetings, generating Teams links, and ensuring meetings are scheduled and tracked internally.
• Responding to client needs by establishing new accounts, completing money and security transfers, and account administration as needed.
• Assisting clients with charitable giving.
• Ensure the smooth onboarding of new clients into our organization.
• Facilitating electronic signatures via DocuSign.
• Activating and maintaining client portals, addressing client inquiries.
• Working closely with Wealth Managers to prepare materials for client meetings and implement follow-up steps.
• Assistance in maintaining the conference room, client snacks/drinks, and the reception area.
• Contributing to efficiencies and improvements by recommending process enhancements.
• Other client service responsibilities as requested.

Operations Support:

• Company expert in maintaining the portfolio management software to ensure reports generated are accurate, including monthly data checks and troubleshooting.
• Enter and maintain client, prospect, COI, and vendor data in our systems.
• Proofread mass emails, send mass emails to designated recipients, obtain compliance approval & document in files.
• Providing basic technical support to team members, monitoring the copier/printers, and ordering service as needed.
• Assist with communication and coordination with key office vendors (e.g., IT, facilities, maintenance).
• Support compliance efforts by organizing documents like disclosures and keeping internal checklists up to date and accurate.
• Processing mail.
• Office admin tasks include light office cleaning, organizing, ordering and stocking supplies, watering plants, sanitizing the office and turning on the air purifiers.
• Update the employee handbook as requested, communicate the updates to the team, and document the updates.
• Placing lunch reservations for clients, COIs and internal meetings.
• Coordinating networking meetings & marketing initiatives.
• Ordering gifts for clients & COIs to foster relationships.
• Assistance in planning client events of various sizes.
• Other operations responsibilities as requested.

Knowledge, Skills and Abilities

Warm, friendly, welcoming and caring style.

Strong verbal & written communication skills.

Independent time management proficiency.

Highly organized with strong attention to detail.

Effective collaboration and teamwork with team members.

Ability to self-start, take initiative, and be proactive.

Evidenced commitment to honesty, diligence, and upholding the confidentiality of both firm and client information. Dedicated and focused.

Comfortable with technology and data entry skills. Familiarity with Microsoft Word, Excel and CRM.

Prioritizes and plans own work activities; able to multi-task.

Commitment to exceeding client expectations.

Adapts to shifting priorities and evolving roles seamlessly.

Composure and maturity, particularly when faced with pressure.

Education/Experience

Associates degree required. Bachelor's degree preferred.

Academic excellence reflected in your GPA (3.2 or higher).

1-3 years of office administrative experience, financial services a plus.

Compensation

Base: $50,000 - $70,000. Based on skills and experience. Non-exempt role, eligible for overtime pay.

Bonuses: Based on team success.

Benefits

We offer competitive, holistic employee benefits.

Individual & family health insurance benefit. Dental plan.

Immediately vested contributions to HSA.

Company-paid disability income and life insurance.

401(k): immediately vested employer 3% contribution.

Hybrid work schedule after 6 months with strong performance.

PTO, flex time.

Free covered parking.

Free workout center, track, and pool.

Professional investment and financial planning advice.

Tuition reimbursement for approved undergraduate and graduate courses.