Client Experience Specialist

At Pinnacle, our goal is to create an atmosphere where people can become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and excellent. For us, it starts with hiring the right people.

• We hire like-minded people who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance and Discipline.
• We hire experienced professionals who understand the industry and provide effective advice.
• We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly - it's about creating a client experience that is unmatched.

But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affect the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.

SUMMARY OF POSITION:

A Client Experience Specialist should demonstrate commitment to delivering distinctive service. This position will be responsible for performing a wide range of administrative support duties. Duties may include generating reports, monitoring visitor access, coordination of meetings and events, typing correspondence, preparation of presentation materials, phone support, scheduling appointments and meetings, interacting with business partners, ordering supplies, monitoring security cameras, and coordinating day to day activities for team.

PRIMARY RESPONSIBILITIES:

• Provide distinctive service to clients and prospects , in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Provide administrative assistance to key team leaders and teams, as needed.
• Assist with preparation and distribution of various reports, documentation, and training materials; filing; scanning; faxing; copying; scheduling; and coordination of conference calls and meetings.
• Provide phone support for the team.
• Manage visitor access to ensure visitors have the appropriate credentials and are escorted by Pinnacle associate at all times.
• Interact with business partners who service the space to ensure seamless operations (i.e., janitorial, HVAC, security, landscape, food service, etc.).
• Responsible for coordination of building events, as needed.
• Meet all the client's financial needs , both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
• Assist other team members as needed to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.

DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING :

• High School Diploma or Equivalent - College degree is preferred.
• Minimum of 10 years' experience in administrative assistance, preferably in financial services.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.

DESCRIPTION OF CAPABILITIES, PHYSICAL REQUIREMENTS, AND ABILITIES:

• Excellent verbal and written communication skills.
• Proven ability to work well in a fast-paced team environment.
• Possess strong interpersonal skills and the ability to work effectively with a wide range of clients and associates, building relationships with internal/external partners.

• Effective analytical and problem-solving ability with a strong attention to detail.

• Must be flexible, multi-task and prioritize daily tasks, with effective time-management skills to meet deadlines.
• Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
• The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.

POSITION STATUS: NON-EXEMPT

DATE: 03.07.2024

Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.