Senior Client Service Manager

Merit Financial Advisors • Rockville, MD

5d

About The Position

The Senior Client Service Manager is a key role that ensures excellence in customer service. This position manages client interactions and maintains the highest level of confidentiality and discretion in all business matters to complete appropriate paperwork in a professional and timely manner.

Requirements

• Bachelor’s Degree in Business or Finance
• A minimum of 5-7 years in client service for a wealth management firm.
• FINRA S6 or S7 and S63/S65 or 66
• Excellent knowledge of the securities industry’s rules & regulations
• Proficient computer skills (ability to access email and the Internet) and proficiencies in Outlook, Word, Excel, and Salesforce are desired.
• Excellent written and verbal communication skills.
• Outstanding teamwork and time management skills.
• Excellent interpersonal skills
• Ability to handle multiple tasks and operate in tight deadlines.
• Strong team-oriented mentality with a desire to achieve personal and company performance goals.
• Ability to interact with clients and team members in a professional and respectful manner.
• Detail-oriented and self-motivated.
• Curiosity and ingenuity to help implement new client‐related technology solutions as well as creatively build and maintain methods and procedures of the company.

Nice To Haves

• Previous experience working on Fidelity or Schwab platforms

Responsibilities

• Facilitates & leads client on-boarding and intake meetings/discussions.
• Develop and maintain solid relationships with clients.
• Prepare for and occasionally attend client meetings with Advisor.
• Proactively identify, analyze, and implement opportunities for customer contact with the goal of improving the customer’s current financial position and simultaneously building and nurturing the existing customer relationships.
• Use judgement to assess client needs, concerns and feedback, decide appropriate to take in order to serve clients
• Investigate and resolve various administrative matters impacting the client’s overall situation, to include: abandoned property issues, cost basis determination, account and transaction history as needed, identification of fees assessed, resolution of corporate actions, and any other activity or issue needing attention.
• Troubleshoot, research, rely, and engage with custodians to limit issues that may impact the client experience, this may require exercising discretion to find solutions and determine resources
• Ability to answer questions regarding forms, provide guidance and explain complex industry terminology, processes and set expectations that the client can easily understand
• Provide operational support for all existing and new clients including but not limited to: Account transfers, Move money requests, Branch check deposits to client accounts, Conversions, Beneficiary updates, Estate Processing, Process and Manage all the new and existing annuity (custodian system) and life policies, Alternative Investment Orders
• Perform necessary client transactions upon request.
• Research and resolve client inquiries, return all client calls, and ensure client satisfaction at all times.
• Main contact for client emails or phone calls, ability to respond to clients with answers, solutions and guidance
• Proactive follow-up with clients for RMDs, confirm account updates, paperwork, receipt of checks
• Join advisor in certain client meetings and schedule follow up activities.
• Review notes from client meetings and complete or assign action items.
• Deposit physical checks received at branch via remote check deposit tool.
• Review account transactions daily to monitor trade requests placed, confirm deposits posted, transfers received, confirm client withdraw requests sent, etc.
• Maintain Required Minimum Distributions.
• Submit & follow-up on advisory trade requests with Merit Investment Team.
• Document all communication & interactions with clients and prospects and Processing managers in Salesforce CRM in a timely manner.
• Work closely with the Processing Manager, when necessary.
• Maintain paperless client files on our cloud‐based system.
• Keeping advisor(s) book of business updated within the custodian systems, Salesforce & Orion.
• Collaborate with the Client Service team across all branches to keep-up with changes at custodians and develop and improve systems and processes.
• Resolve account-related compliance requests.
• Maintain & submit branch compliance files quarterly.
• Track & submit insurance licensing, renewal and appointments.
• Handle miscellaneous operational activities and projects
• Participate in prospect and client events.

Benefits

• Medical Insurance
• Dental/Vision Insurance
• Life & Personal Accident Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA) or Dependent Care FSA
• 401(k) Plan with company matching
• Paid Time Off (PTO) and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior