Client Service Representative

Job Description

Our Industry & About us:

Rowland Investisure serve locations across the globe. What we do is help people with how to save money, retirement planning, 401k, IRAs, stocks bonds, mutual funds, life insurance, college funding for kids, you name it, we can help. We even help people save on taxes for businesses and financial purposes, timing in our industry is crucial, money is constantly moving, seeing close to 3 trillion dollars moving annually.

Why this industry?: People are trying to take back control of their pensions, property, and investment accounts. Then people working in different markets as well, such as Millennials and Gen Z are learning about it. So we have the capability of sitting with people to give them better options for their future, and provide educational information to help them understand their options. Our moto is, leave no families behind.

Role overview:

In this role, you’ll work directly with financial advisors to support their efforts with clients in growing their client base. You’ll be responsible for operational tasks and completing follow-ups, working to ensure our clients are well-served.

What You’ll Do:

• Support the onboarding process for new clients by:
• Working with clients to ensure their dashboard accurately collects all relevant personal and financial information
• If the client is consolidating accounts under Rowland Investisure you’ll:
• Facilitate the collection of necessary statements/documents to transfer accounts to other accounts
• Track the transfer process to ensure the cost basis is transferred over accurately and efficiently
• Work with the operations team to facilitate the transfer process and track the status of each account transfer
• Augment advisors’ capacity to strengthen and maintain relationships with existing clients by:
• Ensuring that a proactive quarterly check-in is completed for all clients
• Frequently reviewing the last time an advisor met or communicated with a client to oversee consistent reachout efforts
• Proactively take responsibility for client requests by asking for help and anticipating what their next questions or needs might be.
• Responding to all client inquiries about the Dashboard in Intercom, client support inbox, client team inbox, internal issues reported, and feedback forms submitted from clients
• Support in preparation and follow-up for client and prospective client meetings
• In preparation for meetings:
• Review each prospects dashboard before the initial consultation to ensure the data is reflected properly, review the equity and Flow tools to confirm they are working correctly
• Following the meeting:
• Add notes to system and input any tasks that resulted from the meeting
• Coordinate with client to schedule next meeting
• When a prospect wants to move forward:
• Sending agreement
• Ensure assets are transferred over appropriately, adding ops tasks for Docusign paperwork, requesting documents/personal information
• Track the trading process and any long-term implementation strategies
• Coordinate with investment ops team to implement the asset allocation recommendations
• Give feedback to cross-functional teams, including product, investment, and tax, to provide an even more up-leveled, consistent, streamlined experience for our clients by:
• Triaging all Dashboard issues that arise and coordinating with case reporters
• Escalate issues technical help, documenting updates, communicating to relevant stakeholders, and seeing it through to resolution
• Cataloging client feedback for product leads so that ideas can be incorporated into the product roadmap
• Elevating consistent/persistent issues that arise in the product so that solutions can be included on the product roadmap
  

About you:

• Enjoy client services and create meaningful relationships with clients.
• A self-solving mindset, meaning that you work through problems to find a solution on your own first using prior experience, resources, and context before asking for direction up-front.
• Ability to act thoughtfully with teams across the company to articulate any recommendations.
• Impeccable follow-through, for clients, your Advisor, and cross-functional teams.
• Outgoing personality and ability to adjust communication style based on a prospects/clients needs and attitude.
  
  

Working at Rowland Investisure

Our work culture is designed to help you maximize your effectiveness. Your job will be doing. We ruthlessly prioritize to protect your time and potential. You’ll work with exceptional teammates, who want to help you succeed.

$84 trillion dollars will be passed on to the next generation in the next couple of decades. The companies that earn their trust to manage that wealth will be immensely more successful than today’s largest financial institutions.

Rowland Investisure is proud to be an equal opportunity employer. We are committed to building a diverse and inclusive culture that celebrates authenticity. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, or any other legally protected characteristics.

Compensation:

$100,000-$250,000 salary plus commissions, equity compensation, and retirement benefits.

Please note: this is a fully remote role.

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