Client Service Associate

Business Unit:

North America Advisor & Intermediary Solutions

Salary Range:

$50,000 USD - $60,000 USD

Specific compensation will be based on candidate’s experience, skills, qualifications, commercial considerations, and other job-related factors permitted by law. At Russell Investments, salary is just one part of our compensation package. Our total rewards approach includes participation in our competitive benefits programs including healthcare, retirement, vacation, and wellbeing programs. In addition, the successful candidate for this role has the ability to earn sales incentives based on activity, revenue, cashflow generation, or other performance criteria.

Job Description:

The primary purpose of this position is to be the first point of contact for existing and potential clients by answering inbound telephone calls and providing client service for products within US Advisor & Intermediary Solutions (AIS). The Client Service Associate (CSA) will be responsible for responding to fund-related questions and requests via inbound calls and the Russell website. The CSA associates generate several types of client-ready proposals and reports for both Russell sales teams and financial advisors. This person will provide support to both sales and operations through the process of opening, maintaining and closing PMA accounts. The CSA provides a high-quality service experience by assisting the sales teams with new and current relationships. While in this role, it is encouraged to acquire, develop and refine consultative, selling and relationship management skills. A potential path to a future Regional Consultant opportunity.

The responsibilities of the individual in this position include:

• Reactive and proactive Client Support
• Act as 1st tier resource for inbound general client calls
• Act as primary point of contact on account service questions and inquiries using a variety of tools and escalate appropriately
• Work with financial advisors, sponsors and account administrators to coordinate the account opening process and transactions of Russell Personalized Managed Accounts (PMA)
• Identify and solve reconciliation questions around PMA
• Understand plan administrator’s tools, dashboards and systems regarding PMA
• Professionally represent Russell Investments by promptly and accurately meeting the service needs of clients, vendors, and Russell Investments associates
• Research distributor questions or inquiries using a variety of systems and resources, both internal and external
• Accurately communicate and enforce all established policies and procedures designed to provide consistent, quality service to clients and limit financial risk to Russell Investments
• Escalate operational, client service and technical issues as necessary
• Demonstrating proficient Technical and Analytical Skills
• Support internal sales team by creating proposals and performance reports and by fulfilling reactive client requests
• Support the rollout, and upgrades, and provide in-depth knowledge of; Multi-Asset Portfolio Builder, Value of Tax Management Tool and Russell Investments website.
• Ensure all client requests; issues, resolutions, and other relevant information are documented in the CRM system to ensure open communication and effective reporting
• Document and update processes and procedures necessary to meet client needs
• Provide fulfillment services for clients
• Effectively Contribute to the Teamwork Environment
• Escalate clients' calls to the appropriate regional service or sales team member when a sales opportunity is present or the inquiry requires more in-depth expertise
• Seek ways to improve and enhance products/processes
• Assist with sales team initiatives from a subject matter expert standpoint
• Back-up associates during absences and heavy workload periods
• Support the sales team in the achievement of department objectives
• Responsible for sharing insight from financial professionals and demands in the investment marketplace to help bring new products or concepts to market, as well as timely communication
• Maintain an Associate Regional Director and or Regional Director as a mentor for a meaningful period
  
  

The successful candidate will have extensive demonstrable skills and experiences including the following:

• FINRA Series 7 and 63 & 65 (or 66) licenses preferred.
• Bachelor’s degree.
• Demonstrate a passion and skill in the art of selling.
• One or more years of client service and financial industry experience, including experience in an operations-based financial environment. Mutual fund experience is preferred.
• Superior telephone answering skills, including a high comfort level with working with customers to resolve issues over the telephone.
• Ability to thrive in a team environment.
• Demonstrated outstanding client service and interpersonal skills.
• Excellent listening, written, and verbal communication skills; ability to follow written procedures.
• Capacity to establish and manage a process under deadlines.
• Time management and organizational skills; managing multiple responsibilities and changing priorities.
• Demonstrated proficient analytical and technical skills- working with various software products.
• Demonstrated project management/participation skills
  
  

Equal Employment Opportunity

Russell Investments is committed to providing equal employment opportunities for all associates and employment applicants regardless of race, religion, ancestry, creed, color, gender (including gender identity which refers to a person's actual or perceived sex, and includes self-image, appearance, behavior or expression, whether or not different from that traditionally associated with a person's biological sex), age, national origin, citizenship status, disability, medical condition, military status, veteran status, marital status, sexual orientation, past or present unemployment status , or any other characteristic protected by law.