Responsibilities
- Deliver accurate and timely service daily to advisors and clients with a “one contact resolution” mindset.
- Take ownership of client issues and work towards prompt resolution, following through until the matter is fully resolved.
- Handle all communications between the custodians and Operations with advisors or clients.
- Provide comprehensive operational support to clients, which can include facilitating monetary, account opening, maintenance, and paperwork requests.
- Act as a strong advocate for our clients, demonstrating empathy and understanding their requests and needs.
- Prioritize and manage multiple advisor and client requests simultaneously through different communications channels (such as email, Microsoft Teams, phone, and CRM/portal), ensuring our service level agreements are met.
- Effectively handle a steady flow of diverse and various advisor and client requests and provide solutions to complex operations issues.
- Collaborate closely with internal teams to research and respond to inquiries for a cohesive advisor and client experience while balancing advocacy for internal and external partners.
- Utilize customer relationship management (CRM) platforms such as Salesforce to manage and monitor client cases on a daily basis, ensuring accurate and up-to-date documentation and case progress.
- Maintain clear and frequent communications with advisors and clients, keeping them informed of progress and updates on their operations and service requests.
- Demonstrate care, empathy, and a genuine desire to help advisors and clients.
- Demonstrate high attention to detail to ensure accurate and error-free processing of client requests, transactions, and client and advisor communications.
- Contribute to a positive team environment, deliver training support for our newest team members, and provide advisory team coverage support to team members.
- Builds trust and strong working relationships with advisors, clients, and Client Service team members through high-touch, personalized interactions, one interaction at a time.
Requirements
- 3+ years in the RIA industry with custodian and client-facing service experience
- Extensive knowledge of industry basics and back-office processes, including custodians (Charles Schwab and Fidelity)
- Proficiency in using Salesforce or a similar CRM system.
- Fast learner with excellent information processing and organizational skills.
- Strong problem-solving skills and ability to think critically and work independently in resolving client issues.
- Flexibility and adaptability to work in a fast-paced, dynamic environment and a high-volume organization that is committed to a collaborative and client-focused experience.
- Work well in a team environment, fostering a collaborative and inclusive work culture.
- Embrace innovative approaches and ideas and adapt quickly to new methods.
- Must be comfortable using technology and daily multi-tasking across multiple web-based platforms and applications.
Nice to Have
- Operations experience in private / alternative investments
- Experience with UHNW / Family Office clients
Work Arrangement
Hybrid
Team
Structure: dynamic team and department
Additional Information
- Occasional overtime may be required.
- Attention to detail, taking initiative and being proactive, successful problem solving, and consistent follow-through are essential to be successful in this role.
- Must work well independently and in a collaborative team environment, where team members are based in different geographic locations.