Client Relationship Associate

Client Relationship Associate

The Client Relationship Associate is responsible for developing and owning relationships with an assigned portfolio of Plumb clients. The CRA becomes involved at the beginning of onboarding and remains the client's primary relationship contact throughout the life of the relationship. The objective is for every client to know exactly who their person at Plumb is and to feel informed, understood and well cared for. The CRA shepherds the client through onboarding, coordinating with internal teams, communicating progress, resolving questions and ensuring that client preferences, expectations and unique circumstances are accurately captured. Once onboarding is complete, the CRA remains the relationship owner so the client does not experience an unnecessary handoff or loss of institutional knowledge. This is a client relationship positionnot an operational production position. Operations, Accounting and Reporting teams are responsible for performing and managing routine bill processing, reconciliations, accounting and report production.

Key Responsibilities

• Serve as the primary relationship contact for an assigned portfolio of clients.
• Shepherd new clients from onboarding kickoff through transition to ongoing service.
• Develop a strong understanding of each client's family structure, financial administration needs, communication preferences and service expectations.
• Build trusted, professional relationships with clients.
• Communicate proactively regarding significant requests, deadlines, open issues and service matters.
• Coordinate with Operations, Accounting, Reporting, Technology and other internal teams when client needs require cross-functional involvement.
• Maintain visibility into important client deliverables without becoming the manager of operational production.
• Take ownership of client questions and concerns through resolution.
• Identify potential service problems or client dissatisfaction early and escalate appropriately.
• Develop relationships with wealth advisors, CPAs, attorneys and other professionals associated with the client.
• Identify appropriate opportunities for additional Plumb services.
• Maintain accurate documentation of important client preferences, decisions and communications.
• Develop and grow a healthy portfolio, or book, of client relationships.

Performance & Compensation

Incentive compensation is designed to reward employees as the value of the portfolio they successfully manage grows. Performance is evaluated primarily based on:

• Client retention
• Client satisfaction and relationship quality
• Portfolio revenue and appropriate growth
• Successful onboarding and relationship continuity
• Communication, responsiveness and follow-through
• Professional judgment and client-service standards

Portfolio capacity is evaluated using revenue, complexity, service mix and client demands, rather than simply the number of assigned clients.

Qualifications

• Approximately 24+ years of relevant client service, professional services, financial services, accounting, wealth management or similar experience preferred.
• Excellent verbal and written communication skills.
• Strong organization and follow-through.
• Professional demeanor and strong interpersonal skills.
• High degree of ownership, urgency and accountability.
• Good judgment and discretion when handling sensitive financial matters.
• Ability to work effectively with a wide variety of client personalities.
• Ability to understand financial and operational concepts without needing to perform the underlying accounting work.
• Comfortable learning new technology and AI-enabled tools.

Experience with accounting, bill pay, QuickBooks, financial administration or family-office services is helpful but not required.

Career Progression

A successful CRA can advance to Senior Client Relationship Associate by demonstrating the ability to independently manage a healthy and growing client portfolio, retain clients, successfully onboard new relationships and consistently deliver a high-quality client experience.

About Plumb

Plumb provides bill pay, accounting, reporting, and financial administration services to high-net-worth individuals, families, and their advisors. Our clients entrust us with highly sensitive financial information and important financial responsibilities. We are building a highly professional, technology-enabled operating organization that combines excellent people, strong controls, modern technology, and exceptional client service. This position will play an important role in developing and leading our growing onsite operations team in La Jolla.