Family Office Administrative Assistant

• Department: Family Office / Bill Pay Operations
• Reports To: Administrative Supervisor
• Key Stakeholders: Administrative Supervisor, Client Service Associates, Bill Pay Associates, Disbursements Operations Manager
• FLSA Status: Non-Exempt (Hourly)

Role Overview

The Family Office Administrative Assistant plays a critical role in ensuring the smooth execution of day-to-day workflows within the Family Office and Bill Pay divisions. This position requires a highly organized, detail-oriented professional who can manage competing priories, maintain accuracy under pressure, and support multiple team members and clients simultaneously. Administrative Assistants are responsible for managing sensitive client mail, processing payments, coordinating banking tasks, and ensuring timely, accurate execution of administrative functions. They are expected to anticipate needs, communicate clearly, and uphold high standards of service and confidentiality at all times.

This role is essential to maintaining operational continuity and delivering high-quality service in a fast-paced, deadline-driven environment. A strong work ethic, proactive mindset, and commitment to excellence are non-negotiable.

This role, like all roles at Plumb, is designed to be replaceable by design—built on clear documentation, cross-training, and systems that ensure continuity regardless of who’s in the seat.

This is a full-time, in-office position, Monday through Friday. Standard work hours fall between 8:00 AM and 6:00 PM, with exact schedules determined by business needs.

Key Responsibilities

Client Mail Management

• Receive, open, scan, and email USPS mail to client inboxes daily
• File mail twice weekly and shred documents monthly
• Generate labels for outgoing FedEx and USPS shipments
• Print client requests (e.g., reports, address change forms)
• Drop off outgoing check packages at client locations as needed, typically 1–3 times per month

Check Handling & Deposits

• Receive and scan checks to designated client inboxes
• Perform in-house remote deposits and coordinate mailing of physical checks

Secure Access & Banking Tasks

• Manage incoming 2-factor authentication (2FA) requests with precision and urgency
• Process payments and request statements through client banking portals

Customer Service Excellence

• Provide high-quality service via phone, email, and in-person interactions
• Collaborate with team members to align on expectations, handoffs, and project timelines

Task & Workflow Execution

• Prioritize daily workload based on urgency, client deadlines, and team priorities
• Proactively identify and flag workflow disruptions or risks

Team Collaboration & Accountability

• Communicate effectively across departments, escalating roadblocks and updating statuses
• Contribute to a culture of documentation, consistency, and shared success

Other Duties as Assigned

Qualifications & Requirements

• In-office attendance required, Monday–Friday
• 2 years in an administrative or customer service role, preferably in an office setting
• Intermediate to advanced proficiency in Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint)
• Strong attention to detail and organizational skills
• Ability to work independently, multitask under pressure, and meet deadlines
• Adaptability in a fast-changing environment and comfort with evolving systems
• Excellent communication and interpersonal skills

Alignment with Plumb’s 13 Guiding Principles ( 1)

As a Family Office Administrative Assistant, you bring reliability, precision, and follow-through to every task you handle. Your work ensures that mail, check processing, and client-facing requests are executed accurately and on time—supporting the client experience behind the scenes with consistency and care.

The 13 Plumb Principles – What They Look Like in This Role

• Think Plumb – Understand how your daily tasks support the team’s goals. Prioritize accuracy, meet deadlines, and follow internal procedures to help deliver seamless client service.
• See Beyond the Numbers – Pay attention to patterns in tasks, requests, and errors. Use your observations to flag risks, improve processes, or suggest better workflows.
• Be Self-Driven, Self-Disciplined, and Self-Motivated – Stay on top of your responsibilities without needing reminders. Take initiative, follow through, and own the quality of your work.
• Do the Right Thing, Even When It’s Hard – Speak up when something feels off. If you notice a mistake, a missing step, or a risk to client confidentiality – take action.
• Be the “White Hat” – Stay calm under pressure. When something doesn’t go as planned, focus on finding a solution quickly and cleanly—no drama, just action.
• Be Interested, Not Interesting – Ask questions if you're unsure. Understand why things are done a certain way so you can do them better—and help others do the same.
• Be Heard from the Heart – Communicate clearly and respectfully with your team. Whether you’re updating a status or pointing out a concern, your words should build trust and clarity.
• Be Present and Be Engaged – Stay focused throughout the day. Even repetitive tasks require attention – especially when client accuracy and timeliness are on the line.
• Be Responsive – Keep things moving. Reply promptly, close loops fully, and make sure tasks aren’t left hanging—your follow-up is the heartbeat of the operation.
• Be Proactive – Don’t wait for a fire drill. Anticipate issues (like missing mail, delayed approvals, or unclear requests) and act early to keep the team ahead of the curve.
• Manage Expectations – Be realistic about timelines and capacity. If something might be delayed, communicate it early. If you need help, ask before things get off track.
• Eliminate Homework Assignments – Complete tasks thoroughly the first time. Attach the file, rename it clearly, leave notes if needed—don’t make others chase missing info.
• Learn and Grow – Get better every week. Learn from feedback, ask for help when stuck, and be open to new systems, tools, and ways of working.

1. Be Replaceable by Design – Document your tasks, label your files, and set up others to step in seamlessly. Reliability means someone else can do your job—even if they rarely need to.