Client Services Manager

Objective:

The Client Service Manager is responsible for delivering a high level of service to Heffernan Financial Services Division’s clients and to the Advisors the Client Service Manager supports in the Division. The Client Service Manager is expected to enhance client relationships as well as be an advocate for each client. In all aspects of the position, the Client Service Manager must promote professionalism, have a positive attitude, and take a proactive approach to their role. Managing ahead of the Advisors day-to-day flow and staying on top of each client are of paramount importance. Client Service Manager must be highly conscientious, organized, and accurate in their work. The team is open to someone local to the Bay Area, or near our Walnut Creek, CA office.

Responsibilities Include:

• Respond to all client requests as soon as possible.


• Update voicemail greeting message daily.


• Create, maintain, and update client and prospect accounts and agreements with LPL, CRM, and GRP as needed.


• Create, send, process, and follow up on all client paperwork (applications, investment advisory agreements, Investment Policy Statements, etc.) Send client all necessary supplemental/disclosure paperwork.


• Process client ACH/wire requests, move money requests, distribution requests, etc. in a timely fashion. Confirm all transactions were processed as requested.


• Utilize the CRM to manage and document all client activity.


• Prepare Advisors for all meetings (both clients and prospects). Schedule appointments for advisors, track in CRM, and confirm upcoming appointments. Confirm with client the meeting topics to be discussed, draft all necessary paperwork as needed, draft meeting agenda, reports, presentations, etc.


• Present prepared client reports to select Retirement Plan clientele and follow-up on any open items as needed. 


• Assist in preparing Request for Proposals, as necessary.


• Assist in scheduling employee education for retirement plans. Complete follow-up to Sponsors.


• Prepare Advisors for all one-on-one employee education meetings for retirement plan clients. Complete all necessary follow-up to participants.


• Run, prepare, and send quarterly client statements following quarter end as needed.


• Save all client/prospect notes, applications, letters, documents, etc. in client folder on network.


• Contribute to team meetings and events in a positive manner.


• Take a lead role in strengthening and growing our team’s relationships with clients.


• Assist with compliance related items and marketing materials.


• Follow our team’s core values – being positive, humble, and collaborative.


• Actively support the Financial Services Division advisors in all team efforts, events, and functions.  Act as a backup, when necessary, with the best interests of our team always in mind.


• Other duties and special projects, as assigned.

Requirements:

• Three plus years relevant working experience in the financial or investment management industry.


• Education – High School diploma or equivalent required.


• Must have Series 65 or 66 registration.


• Must have Series 6 or 7 registration.


• Knowledge of financial planning and investment strategy/structure preferred.


• Excellent communication skills required, both verbal and written.


• Must be able to establish and maintain effective relationships with colleagues, customers, and business partners.


• Proficient in MS Office – namely Outlook, Word, Excel.


• Professional demeanor and behavior are required, as referenced in Heffernan core values (Habits).

Compensation:

The salary range for this position is $90,000 to $110,000. The offer will depend on the geographic region, job-related knowledge, skills, and experience, among other factors. This role may also be eligible to participate in a discretionary annual incentive program. Ascendant offers a comprehensive benefits package; more details on which can be found at https://www.heffins.com/about-us/careers.

Heffernan Habits (Expectations):

These are practices that represent our unique employee culture.

• Smooth The Path And Be Respectful – Being respectful of one another is critical to developing and maintaining strong relationships. We are in this together as a team.


• Do Good – This is our core. We strive to do good for our clients, our company and our communities.


• Know Your Clients And Foster Relationships – Take the time to listen and learn. Build, maintain, and enhance the connections you make every day.


• Have Fun – Take the time to get to know your colleagues and let’s have fun! If we are happy and connected, we all will do a better job for our clients.


• Answer The Phone (And Email) – Be available and responsive to clients and colleagues.


• Be Humble And Own It – We all make mistakes – what’s important is that we take ownership for our mistakes and learn from them. Humility shows a willingness to learn and improve.


• Celebrate And Value Our Differences – We strive to be non-traditional. We all come from different backgrounds. Be open. Listen to others stories and experiences. Make an effort to not only include, but connect.  

Working Conditions:

• Work environment may be indoors, sitting at a desk or standing for extended periods of time.


• Daily use of computers, keyboard, mouse, headset, printers, and other commonly used office equipment.


• This position may require flexibility to work hours outside of a regular schedule.