What are the responsibilities and job description for the Client Experience Specialist position at FEG?
Location: Cincinnati, OH (On-Site)
Department: Advisory
About the Role / Position Summary
The Client Experience Specialist is accountable for organizing, executing and monitoring the client journey, facilitating practices that will strengthen the relationship with the firm toward optimizing retention levels. Responsibilities include own and maintain data, process and workflow for client journey; some responsibilities may be shared or collaborated with Advisory teams, Research, Marketing/Sales, Enterprise/Governance, and Growth Strategies.
What You’ll Do / Position Responsibilities
Area of Responsibility
- Retention monitoring – capture and development of markers, organizational changes and metrics for corresponding workflows or communication
- Exit Interviews – support and information gathering
- Core Service Model – assisting, organizing/developing and managing:
- Onboarding – facilitate process including data collection/integrity, surveys (discovery, portfolio construction, enterprise/governance), and client portal initiation support.
- Best Practices – arrange and support framework for tools, solutions, and action items across governance, portfolio review, educational reporting, and firm due diligence information
- Populate and organize resource center.
- Firm messaging – coordinate with Marketing on firm update communication to accompany quarterly reports – expand FEG connection and resources.
- Committee/Staff turnover – manage with Advisory team, new member packet and communication dependent on status of client member.
- Firm Self Review – coordination and data collection (results part of new member packet).
- Discovery/Portfolio Construction Survey – coordination and data collection (results part of new member packet).
- Firm Due Diligence Questionnaire – facilitate update semiannually or annually.
- Assist with dashboard integration of relevant client data – retention, at-risk, performance, third-party satisfaction survey, terminations, exit interviews, accounting, etc.
- Support development of internal or external client satisfaction survey.
- Portal – assist with advancement and potentially monitor approval ratings.
- Client milestone/mission communication – assemble stories of firm’s alignment with client’s mission for case studies and communication for acknowledgement of material events.
You’ll Enjoy This Job If You… / Skills & Characteristics
- Interacting with multiple segments of a business.
- Listen and learn while still taking full ownership of individual scope of work.
- Take pride in having and continuing to develop expert financial data domain knowledge.
- Enjoy ensuring clients have excellent customer service.
- Care about data quality and consistency.
- Create & follow processes while thinking through efficiencies.
- Engage collaboratively with clients, investment teams and peers.
- Prioritize effectively and decisively across complex teams and competing priorities.
- Enjoy working in and learning about the financial investment industry.
What We Expect / Qualifications
- Bachelor’s degree in business administration with a focus or major in Finance, Project/Systems Management or Strategic Communications.
- 2-4 years of work experience in financial and client service or a similar field, preferably project management-related areas.
- Ability to identify and resolve/escalate complex problems with minimal guidance.
- Experienced in Microsoft Office, Excel, PowerPoint and SharePoint with strong attention to detail, excellent written and verbal communication skills and high work ethic.
What We Offer / Benefits & Compensation
- Competitive compensation and bonus opportunities commensurate with qualifications and performance.
- Employer-paid life/STD/LTD and subsidized Medical, Dental, & Vision plans.
- Wealth Benefits including company contributions into 401(k) and ESOP programs.
- Paid Time Off (Holidays, PTO, Parental Leave) and flexible/hybrid working.
- Employee-led culture committees dedicated to enabling a happy and healthy company culture.
Why FEG? / About the Company
FEG is an independently owned advisory firm that provides investment consulting, outsourced chief investment officer (OCIO), and research services to predominantly institutional clients1, such as university endowments, private and public foundations, religious organizations, healthcare institutions, corporate retirement plans, and select family offices.
Founded in 1988, FEG has served communities, both directly and by helping our clients fulfill their missions, for over 35 years. FEG employs 135 professionals across offices in Cincinnati, Ohio, Dallas, Texas, and Indianapolis, Indiana, with approximately $82.2 billion2 in client assets under advisement.
LIMITATIONS AND DISCLAIMER
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.
All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.
1Institutional clients include Charitable organizations, Community Foundations, Corporate, Healthcare, Higher Education, Independent Schools, Insurance, Native American Tribes, Private Foundations, Public Funds, Religious organizations, and Taft Hartley. Nonprofit clients include Charitable organizations, Community Foundations, Healthcare (nonprofit), Higher Education, Independent Schools, Private Foundations, and Religious Organizations.
2As of June 30,2024, Assets under Advisement (AUA) include discretionary and non-discretionary assets of FEG and its affiliated entities. These assets are typically non-discretionary. Some asset values may not be readily available at the most recent quarter-end; therefore, the previous quarter's values were used and may be higher or lower depending on current market conditions. Of the $82.2bn in AUA, FEG's total assets under management (AUM) of $14.5bn includes discretionary ($12.4bn) and non-discretionary AUM ($1.1bn).
FEG Investment Advisors is an Equal Opportunity Employer. FEG Investment Advisors does not discriminate in its employment decisions based on race, religion, color, national origin, sex (including pregnancy, gender identity and sexual orientation), age (40 or older), disability, veteran or military status, genetic information, or any other basis that would violate any applicable federal, state, or local law.
