Client Service Associate

Russell Investments•Milwaukee, WI

8d•$50,000 - $60,000•Onsite

About The Position

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.

Requirements

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.
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
Applicants must be legally authorized to work in the United States without employer sponsorship, now or in the future.

Nice To Haves

FINRA Series 7 and 63 & 65 (or 66) licenses preferred.
Mutual fund experience is preferred.

Responsibilities

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
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
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