Client Service Associate

Faithward Resources LLC • Manheim Township, PA

56d

About The Position

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed