Client Services Representative

Job Description

Job Description

POSITION SUMMARY

Support the sales efforts of the associated Everence office. Provide technical expertise and clerical and administrative support for financial consultants. Deliver excellent customer service to current policyholders, members, prospects, and staff.

RESPONSIBILITIES AND DUTIES

1. Become proficient in using the Everence client database system (CRM) to effectively manage ongoing client data and office processes.
2. Acquire and maintain a strong working knowledge of all Everence investment and insurance products, paperwork, and the systems for processing workflow.
3. Prepare investment reviews.
4. Acquire and maintain a strong working knowledge of compliance regulations.
5. Attend scheduled team meetings and conference calls.
6. Perform other tasks such as: maintaining current product-related forms, photocopying, filing, scanning, faxing, constructing letters and memos, completing various mailings, answering phones, and adding documentation to the client database system (CRM).
7. Manage office details including (but not limited to): Gathering and submitting expenses, processing mail, ordering office supplies and materials, overseeing the shredding process, ordering snacks and drinks for client meetings, etc.

Provide sales assistance including:

1. Effectively manage customer inquiries and questions regarding various products and services.
2. Process and maintain various communication approvals through the Broker-Dealer compliance system.
3. Maintain current forms, investment materials, and compliance records.
4. Prepare and assemble materials needed for appointments or mailings.
5. Prepare applications and service request forms using an automated forms system (LaserApp, DocuPace).
6. Process and forward applications to appropriate departments and companies.
7. Monitor pending trades and account activity and send thank you letters when confirmations are received.
8. Provide updates and confirmations to the applicable Consultants whenever money movement processes occur. Send confirmations to clients as well.
9. Prepare correspondence and various client reports.
10. Stay current with announcements posted daily on Everence secure consultant website, as well as non-Everence product websites.
11. Set up and maintain client files in hard copy, database management system (CRM), and scanning system (OnBase).
12. Input client data using Financial Profiles software.
13. Schedule client appointments and answer phone calls.
14. Handle marketing and mailing projects as necessary.
15. Screen incoming calls and forward them to the appropriate consultant or representative.
16. Assist with other projects as assigned.

QUALIFICATIONS

Education:

Prefer at least two years of college or specialized training

Experience:

1. Prior experience in financial services or the insurance industry is preferred
2. A minimum of two years of administrative support experience preferred, including proficiency in using Microsoft Office software
3. Must have experience or aptitude to learn PC-based software programs

Skills and Abilities:

1. Personable: enjoys helping people; proficient with phone skills
2. Ability to take initiative; proven organizational skills; strong attention to detail
3. Exercises good judgment and displays a positive attitude
4. Problem-solving abilities
5. Sensitivity to confidentiality of information
6. Enthusiastically embraces the mission of Everence
7. Ability to handle multiple tasks and interruptions with efficiency, calmness, and courtesy
8. Ability to relate and communicate well with all contacts, internal and external
9. Ability to handle difficult situations with tact and diplomacy
10. Excellent communication skills including both written and verbal; good grammar and spelling skills
11. Ability to meet the public in a professional and friendly manner

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Full-time