Client Service Representative

Description

SUMMARY: Provides administrative and operational support services to the Wealth Management Department as well as maintains client files and correspondence, and assists with account opening and maintenance by performing the following duties: 

DUTIES AND RESPONSIBILITIES:

• Provides comprehensive operational support to clients and advisors, including facilitating all monetary, maintenance, and paperwork requests.
• Establishes and accurately maintains detailed client files in the CRM (Client Relationship Manager), tracking current statuses of cases, providing updates to advisors, and filing away completed cases.
• Monitors tasks and processes in the CRM to ensure all teams are meeting the needs of clients and re-distributing work as appropriate.
• Produces high quality emails and messages to individuals at all levels of the organization, including on-demand and scheduled reports to advisors and clients, as requested. 
• Provides quick and accurate answers to operational questions from advisors and clients.
• Assists in processing account opening and maintenance requests in a fast-paced, deadline-driven environment. 
• Monitors pending new accounts and transfers. 
• Partners with service providers to ensure requests are processed accurately, to resolve complex situations, to stay informed of policy or process changes, and relays communication effectively between the service providers, the internal team, and the client.
• Interacts with clients as well as potential clients to develop and foster relationships to further the Wealth Management Department’s business. 
• Becomes a student of the business, through job shadowing and educational opportunities. 
• Participates in and contributes to weekly Client Service meetings and other committee meetings, as assigned. 
• Works cooperatively with the administrative assistants’ team, in positive partnership to support each other smoothly.
• Provides administrative support for the Wealth Management Department by:
  • Scheduling and preparing meeting materials
  • Scheduling travel arrangements
  • Tracking and completing any special projects throughout the year
  • Leading and coordinating on ad hoc projects as requested
  • Analyzing processes and procedures to identify improvements or efficiencies that can be created
  • Assisting  with quarterly billing

Requirements

COMPETENCIES:

• Ability to handle multiple projects simultaneously while maintaining consistency, accuracy and providing superior service.
• Service-minded, focusing on client service and follow-through for maximum client satisfaction.
• Ability and willingness to learn software programs applicable to the Wealth Management Department.
• Ability to work both independently and as part of a team with professionals at all levels.
• Strong communication skills, both orally and in writing.
• Ability to interact and maintain professional relationships with staff as well as clients.
• Works autonomously under the pressure of tight deadlines and multiple priorities.
• Must be dependable, well organized, punctual, detail oriented and thorough.
• Must exhibit a high degree of professionalism including the ability to maintain the highest levels of confidentiality. 

SUPERVISORY RESPONSIBILITIES:

This job has no supervisory responsibilities. 

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience:

High school diploma or GED required, college degree preferred. Minimum five years’ experience performing administrative and/or accounting duties. 

Computer Skills:

Must have working knowledge of Microsoft Word, Microsoft Excel, PowerPoint, Outlook, and Adobe with a strong emphasis on digital processes and minimal reliance on paper. Ability to navigate and perform research on the Internet. Ability to type at least 40 words per minute. 

Firm Culture/Client Service:

Promotes the firm’s culture, including supporting Heard, McElroy & Vestal’s philosophy of developing a relationship with each client on a personal level, catering to their specific needs. Ability and judgment to interact and communicate appropriately with other employees, clients and management. Ability to serve clients, both internal and external (community/public) in a manner that will support superior client relations. 

Physical Demands/Work Environment:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is frequently required to walk or use hands to finger, handle, or feel. The employee is occasionally required to stand, reach with hands and arms, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet. 

This job description reflects management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned. Heard, McElroy & Vestal shall, in its discretion, modify or adjust the position to meet the Firm’s changing needs. This job description is not a contract and may be adjusted as deemed appropriate in the Firm’s sole discretion. 

 Heard, McElroy & Vestal is an Equal Opportunity Employer. We actively seek and employ qualified persons in all job classifications and administers all personnel actions without regard to race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, non-job related disability, veteran/military status, genetic information, gender identity, sexual orientation or any other characteristic protected by applicable federal, state or local law.