Client Service Manager - Hybrid (Phoenix, AZ)

OneDigital

1d•Hybrid

About The Position

This role is pivotal in ensuring an exceptional client experience and maintaining professional relationships. This position collaborates closely with clients, addressing their needs, providing support, and ensuring seamless interactions, understanding when to engage sales or operations to meet client needs. The ideal candidate is an enthusiastic learner, adept at managing client-facing responsibilities and contributing to the overall success of our wealth management team.

Requirements

Solid understanding of financial planning principles, investment strategies, and relevant regulations.
Excellent communication, presentation, and interpersonal skills.
Demonstrated ability to manage multiple tasks and projects effectively.
Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint).
Ability to adapt to a rapidly changing business and technology environment.
Continual learner mentality, able to adopt new solutions and help respond to the impact of new systems.
Must be able to maintain confidentiality of highly sensitive client information, including personnel and financial data.
Regular and predictable attendance is required.

Nice To Haves

Bachelor's degree in Business, Economics, Finance, or a related field (preferred), or relevant work experience.
5+ years' experience in wealth management service business preferred
Familiarity with Charles Schwab, Fidelity and/or Raymond James preferred
Familiarity with Orion, Salesforce, other financial technology, and industry regulations preferred

Responsibilities

Maintain a working understanding of all OneDigital internal and partner systems impacting sales and service efficiency and client experience including CRM, investment, financial planning, advanced planning, compliance, corporate finance, and IT.
Guide new clients through the onboarding process, explaining account setup, services, and procedures.
Collect necessary documentation and ensure compliance with regulatory requirements.
Coordinate with internal teams to facilitate a smooth transition for new clients.
Partner with advisors to establish a regular client review process, scheduling and coordinating meetings.
Act as the primary point of contact for client inquiries, ensuring timely and accurate responses.
Foster strong relationships by actively listening and addressing client concerns.
Collaborate with operations in preparing materials for client meetings, including financial plans, performance reports and investment summaries.
Assist advisors in preparing materials for client meetings, including performance reports and investment summaries.
Collaborate with custodians, brokerage firms, and internal teams to process client transactions.
Coordinate with team to prepare and review necessary paperwork for account-related activities (e.g., account opening, transfers, withdrawals, beneficiary updates).
Maintain accurate records of client interactions and follow up on outstanding items.
Ensure compliance with regulatory requirements and internal policies.
Collaborate with team members to ensure accurate and timely reporting.
Maintain client data in the CRM system, ensuring accuracy and completeness.
Update client profiles, contact information, and preferences.
Handle incoming calls, emails, and inquiries from clients and internal team members.
Assist with office organization, filing, and other administrative tasks as needed.
Regularly attend team meetings and contribute insights to enhance client service.
Perform other duties as assigned.