Client Experience Manager

Figure 8 Investment Strategies is seeking an experienced Client Experience Manager to oversee our team in delivering exceptional service and an above-and-beyond experience for our impact-focused investment clients across the country. Figure 8 is an independent Registered Investment Advisor dedicated to providing clients with sustainable investment management, personalized financial planning, and innovative strategies that deliver social and environmental impact. This position is based in either our home office in Boise, Idaho, or our satellite office in Portland, Oregon. As a successful candidate, you are exceptionally organized and highly driven, have strong knowledge of financial industry software and systems, thrive on collaboration, and are passionate about finding new and better ways to make all the parts work together to accomplish our mission. Above all, you are committed to leading team in delivering a smooth and confidence-inspiring experience for our clients with every interaction. You’re also passionate about being part of a team working towards environmental sustainability and social justice. Figure 8 Investment Strategies is seeking an experienced Client Experience Manager to oversee our team in delivering exceptional service and an above-and-beyond experience for our impact-focused investment clients across the country. Figure 8 is an independent Registered Investment Advisor dedicated to providing clients with sustainable investment management, personalized financial planning, and innovative strategies that deliver social and environmental impact. This position is based in either our home office in Boise, Idaho, or our satellite office in Portland, Oregon. As a successful candidate, you are exceptionally organized and highly driven, have strong knowledge of financial industry software and systems, thrive on collaboration, and are passionate about finding new and better ways to make all the parts work together to accomplish our mission. Above all, you are committed to leading team in delivering a smooth and confidence-inspiring experience for our clients with every interaction. You’re also passionate about being part of a team working towards environmental sustainability and social justice. KEY RESPONSIBILITIES As Client Experience Manager, you'll use your industry knowledge, systems expertise, and service focus to lead our team in providing a compelling client experience. You will: Supervise the Client Experience team; oversee team member training, work allocation, and scheduling Lead the Client Experience team in enabling Advisors to show up confident, prepared, and supported Ensure consistent, smooth and efficient execution of all client service functions, including timely response to client service requests (e.g., cash flows, tax documentation and payments, charitable gifts of securities) and professional, confidence-inspiring client communications Oversee onboarding of new clients, including gathering of client documents and data, completion of new account paperwork, and providing access to our client-facing portals Regularly communicate with clients and potential clients about the company’s mission and services Oversee and optimize the use of the firm’s CRM system (Redtail) and calendar software (Calendly) and all related activities and workflows Manage delivery of quarterly reporting to clients and other client communications Manage relationships with custodian Charles Schwab, with issuers of directly-placed impact investments, and with other key vendors Oversee team in maintaining office operations (files, phones, email, mailings), with a focus on environmental sustainability Design, implement, and maintain standards and procedures for client service operations; document and maintain operations manual Help advance Figure 8’s commitment to social impact and sustainability WHAT IT TAKES 5+ years’ operational experience, at least 2 of which are within the financial services industry, preferably in a Registered Investment Advisor environment 2+ years’ experience in managing a team Bachelor’s degree required; training in HR management or project management a plus Experience with financial industry software and systems, including CRM (Redtail) and portfolio reporting and rebalancing (Black Diamond) Tech-savvy and highly proficient in Microsoft Excel, Word & PowerPoint; strong ability to learn and apply new software systems quickly Excellent written and oral communication skills Passion for creating impact around environmental sustainability, social justice, multiculturalism and/or community economic development A commitment to excellence; detail-oriented and client-focused Strong project management skills; organized, detail-oriented, and able to prioritize Ability to work both independently and as part of the team, in a fast-paced and collaborative environment A commitment to ongoing professional development THE BENEFITS We offer a competitive compensation package that includes a base salary plus bonus, 401k with company match, health insurance including dental and vision coverage, paid and volunteer time off, and opportunities for training and career growth. The base salary for this position is $80,000-$110,000, depending on experience. EQUAL EMPLOYMENT OPPORTUNITY Figure 8 provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Moreover, we believe that diversity of perspectives, experiences, and talents strengthens our organization and contributes to a thriving and innovative work environment. We encourage individuals from all backgrounds and identities to apply and welcome applications from women, people of color, and other groups traditionally underrepresented in finance. #J-18808-Ljbffr