Client Service Analyst

BMO•Naperville, IL

About The Position

This role provides support and product expertise for financial planning business development, sales, and service delivered by wealth advisors and relationship managers. The analyst services relationships in an assigned portfolio to ensure an exceptional client experience, introducing services to enhance the overall client interaction. Key responsibilities include assisting in preparing new business proposals and presentations, conducting market research for clients and prospects, and identifying prospective clients. The Client Service Analyst acts as the primary service contact for clients, taking ownership of issues, collaborating for resolution, or escalating as needed. They liaise with external client advisors, develop an understanding of customer needs and account strategy, and suggest improvements for service interactions. The position involves coordinating and executing strategic initiatives, tracking metrics, building relationships with stakeholders, and ensuring alignment. Administrative and transactional support is also a core function, including preparing financial plan reports, updating sales tracking databases, organizing client files, and ensuring proper documentation. The analyst supports the achievement of the business plan within their designated territory, collaborates with internal stakeholders for business growth, and maintains high-quality service standards to maximize retention. They are expected to develop rapport and trust with clients. The role also requires adherence to risk and compliance processes, safeguarding customer assets, maintaining privacy, acting in clients' best interests, and protecting the Bank's assets while complying with regulatory, legal, and ethical requirements. The analyst is expected to take measured risks within the Risk Management Framework, make sound decisions, and align with business strategy. This position focuses on a business/group, encourages creative thinking and new solutions, and requires exercising judgment to solve problems within established rules, working mostly independently.

Requirements

Typically between 3 - 5 years of relevant experience
Post-secondary degree in related field of study or an equivalent combination of education and experience
General knowledge of financial planning and wealth management
Proficiency in office software and sales management software
Comfortable exploring beyond one's area of technical expertise (i.e. discipline)
A willingness and aptitude to influence and recognize new business opportunities
Specialized knowledge from education and/or business experience
Verbal & written communication skills - In-depth
Collaboration & team skills - In-depth
Analytical and problem solving skills - In-depth
Influence skills - In-depth

Nice To Haves

Working towards a financial planning designation

Responsibilities

Provides support and product expertise for the financial planning business development, sales and service delivered by wealth advisors and relationship managers
Services relationships in the assigned portfolio to ensure an exceptional client experience
Introduces services to clients to enhance the overall experience
Assists in preparing new business proposals or presentations to clients / prospects based upon their needs
Assists Wealth Advisors in market research of client and prospects
Assists Wealth Advisors in identifying prospective clients
Acts as the key service contact for clients
Takes ownership of client issues and collaborates with others to resolve or escalates per guidelines
Liaises with external advisors of clients on behalf of the wealth advisor / relationship manager
Develops an understanding of the customer needs and the account strategy and effectively communicates this to clients and prospects
Make suggestions about how to improve the overall service interaction for prospects and clients
Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones
Builds effective relationships with internal / external stakeholders
Ensures alignment between stakeholders
Prepares reports for financial plans; inputs appropriate data according to established guidelines
Makes updates to sales tracking, forecast and pipeline, relationship plans, and other databases
Participates in account review process and completion of required action items
Organizes client files and ensures proper documentation
Supports the assigned advisors and client portfolio through administrative and transactional support including correspondence, relationship reviews, account documentation and sales reporting
Prepares reports for financial plans and prospect presentations with an understanding of the anticipated prospect/client needs
Supports the achievement of the business plan within the designated territory / region
Collaborates effectively with internal stakeholders to build capability and drive business growth
Meets high-quality service standards to maximize relationship retention and growth
Develops rapport and instills confidence with the client to develop credibility and earn their trust
Follows through on the risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, act in their best interests, and ensures an effectively run function
Protects the Bank's assets and complies with all regulatory, legal and ethical requirements
Take measured risks while protecting the bank by applying our Risk Management Framework in the execution of your role, in line with our Risk Culture and within our approved Risk Appetite, making sound and risk informed decisions that align to business strategy, protect assets, and adhere to applicable policy documents (Frameworks, Policies, Standards, Procedures and Supporting documents), laws and regulations
Thinks creatively and proposes new solutions
Exercises judgment to identify, diagnose, and solve problems within given rules
Works mostly independently