What are the responsibilities and job description for the Client Service Associate position at Faithward Advisors?
Job Description
Job Description
Description :
Experience (preferred or required) :
Associate’s degree required or Bachelor’s degree in a related field from a four-year college or university preferred, or equivalent combination of education and experience
2-4 years of financial services related experience and / or training preferred
Ability to keep information confidential required
CRM software (Salesforce) and other software applications preferred
Technology driven – use software and technology to be more efficient required
Ability to read & interpret documents (applications, financial statements and compliance procedures) required
Ability to run routine reports and correspondence and to fill out forms with legible handwriting required
Ability to speak effectively to small groups of customers or employees of the organization required
Strong working knowledge of MS Office including Word, Excel, Outlook, PowerPoint, Teams required – especially MS Excel V-Lookups
Essential Duties and Responsibilities :
Effectively and professionally answers and returns calls, emails, texts, and mail communications both internally and externally
Respond to phone calls, texts, and e-mails in a timely fashion per service matrix
Answer questions from clients on service-related matters (request for statements or tax documents, contact information changes, questions about forms or scheduling, etc.)
Refer questions where “financial advice” is needed to advisor
Assist with technology (Zoom sessions, outside offices signed in correctly, on phone, screen sharing, computer set-up properly) and reports for weekly franchise meeting
Document all client contact and service requests in Salesforce
Call to confirm money movement requests verbally as needed – enter into Salesforce and execute in Charles Schwab
Call to confirm, reschedule, or update client appointments
Ensure conference room reservations and clarity for all appointments
Provide client reports from Salesforce and other software, as needed, for advisors
Provide monthly review and birthday lists for advisors to review; coordinate birthday card mailing, conduct follow-up tasks
Send “can’t reach you” communication to clients, as requested by advisors
Collect, complete, and track all types of applications and service forms, post appointment
Proofread all types of applications / forms prior to submitting to custodian, vendor, or carrier
Process and track (via Salesforce tasks) all service forms and BD change requests - change of address, change of beneficiary, change of name, e-mail authorization, legal disclosure, etc. (post-appointment)
Send welcome or new account letter to clients when new applications are received
Begin new estate process when notified of a client death, update CRM accordingly – coordinate also with any outside attorney if not our Aevitas firm
Assist clients with online access / e-delivery, digital onboarding, DocuSign envelopes, authentication
Order flowers / gifts for clients, as requested
Track client gifts, per maximum amount allowed per year policy, using client gift form
Collect and store driver’s license in DocuWare, as provided
Prepare forms to be mailed, faxed or sent by way of FedEx and coordinate compliance when applicable
Miscellaneous help with office duties – answering phones, greeting clients / vendors, restocking supplies, etc.
Follow and adhere to Company policies, procedures, and guidelines
Willing to learn the industry and help maintain and grow the firm’s marketplace position
Attend business meetings and trainings as required
Perform other administrative tasks and special projects as assigned
Requirements :
Maintain a professional attitude and appearance
Possess the ability to connect with a variety of personalities
Live out Faithward Formula
Exhibit strong leadership skills – leads by example and helps motivate others to do their best
Utilize extremely strong phone skills – high energy and passion for helping others
Be a team player who thrives working with a tight-knit company where their activities directly affect the bottom line
Be enthusiastic about providing the best possible customer service for clients and customers
Possess a roll up your sleeves, and all hands-on deck mentality to cross functional tasks and assignments
Be self-motivated and results driven with proven ability to succeed – desire to grow both professionally and personally
Possess strong relationship management and the ability to drive multiple tasks to completion successfully
Be a resourceful team player and a positive “can-do” attitude
Have the ability to work in a fast-paced environment
Think and act like an entrepreneur and take an ownership mentality in all that is done in this position
Be detail oriented and helpful
Have the ability to perform accurate data entry within specified time frames
Possess the ability to use or quickly learn specific CRM and other business software
Exhibit outstanding written, grammar, & verbal communication skills with ability to interact with all levels of an organization
Possess excellent organization, problem solving, and planning skills
Demonstrate excellent time management skills and ability to adhere to schedules / deadlines
Be dependable and safety oriented
Have the ability to work some nights and weekends as needed
Produce a negative pre-employment drug screen and have the ability to pass a criminal background check
Maintain a good attendance record and travel as required
Keep a pulse on the job market with advanced job matching technology.
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