Investment Client Service Representative 1

Sunward Federal Credit Union•Albuquerque, NM

13m

About The Position

The Investment Client Service Representative connects members with personalized financial solutions by supporting advisors, managing member interactions, and promoting investment services. This role helps ensure a seamless experience through proactive service, account support, and collaboration with branch teams.

Requirements

Excellent interpersonal and negotiation skills.
Excellent organizational skills and attention to detail.
Strong adaptability with technology, including digital communication tools and evolving software platforms.
Strong organizational skills in managing multiple initiatives.
Strong analytical and problem-solving skills.
Excellent written and verbal communication skills.
Flexible regarding schedule; able to work occasional evenings or Saturdays when needed.
Strong knowledge of credit union products and services, features, and benefits.
Strong proficiency with Microsoft Office applications.
Basic knowledge of Client Relationship Management (CRM) platform.
Minimum one year of experience in customer service, administration, or another related field
High School Diploma/GED, or more than one year of related experience.

Responsibilities

Serve as the first point of contact for established and prospective members, handling inquiries, scheduling appointments, and providing support for service requests.
Manage member communications, including appointment confirmations, follow-ups, maintenance fee reminders, portfolio reviews, and other correspondence.
Promote member retention and identify opportunities to deepen relationships through timely service and operational excellence.
Assist investment advisors and department supervisor by identifying member needs during service interactions.
Maintain member accounts and records, including online access setup, account navigation, authorized signer updates, and supporting documentation.
Manage the member relationship management system (CRM), ensuring accurate data entry, segmentation verification, and contact updates.
Prepare and process all paperwork for investment and advisory accounts, ensuring compliance with all regulations.
Monitor, process, and follow up on asset transfers, funding of Model Wealth Portfolio (MWP) accounts, trade rejects, and all trade-related issues.
Accept and process client contributions and withdrawals, including IRA, 401(k), and other investment accounts.
Handle deceased member accounts, including processing death distributions to beneficiaries.
Conduct transaction requests and ensure compliance with procedures for checks and client requests.
Maintain and update client files within internal systems.
Open new accounts, including trusts, beneficiary IRAs, and brokerage accounts.
Assist with Required Minimum Distributions (RMDs) and other retirement account services.
Provide answers to member questions, including those beyond the scope of the Financial Services Consultant (FSC) role.
Collaborate with FSC 3 on retirement accounts and trusts.
Maintain regular client communication, including monthly email updates.
Manage advisor schedules and daily calendars, including appointment scheduling and reminders.
Coordinate monthly branch training, creating materials such as games and handouts to engage employees and improve referral accuracy.
Provide education to frontline staff and members on MFS products and services, including new hire presentations.
Track, enter, and report referral activity, maintaining dashboards to reflect progress.
Support marketing initiatives, including newsletters, campaigns, seminars, surveys, and adherence to compliance guidelines.
Maintain lobby marketing displays and materials, ensuring they are current and well supplied.
Plan and execute member appreciation events, holiday outreach, and manage supply orders.
Analyze and distribute incoming mail and manage office supplies such as letterhead and business cards.
Comply with all Bank Secrecy Act (BSA) and regulatory requirements.
Performs other duties as assigned.