Customer Service - VAS CLIENT SUPP SPEC

Customer Service - Virtual Administrative Services Client Support Specialist

 Would you like to have an impact on the future growth and profitability of a competitively strong financial services firm?  At American Portfolios, we operate in a team-based environment, made up of a diverse group of associates who are passionate, innovative and focused.   We’re proud of our history, stability and proven track record of success. American Portfolios has made the Inc. 5000 list of fastest-growing, privately-held firms in the U.S. for seven years in a row from 2007 to 2014.  It has been named Broker/Dealer of the Year* six straight years in a row from 2015 to 2020 by Investment Advisor magazine; one of the best companies to work for from 2016 to 2020 by the New York State Society for Human Resources Management and the Best Companies Group; and a wealthmanagement.com Industry Award Finalist in multiple categories in 2019 and 2020, as well as a 2020 winner in the service category of B/Ds under 1,000 representatives for its Virtual Administrative Services (VAS) program.**

American Portfolios (AP) is looking for a client support associate to work in the firm’s Virtual Administrative Services (VAS) program.   This individual will aid in answering incoming calls and emails, communicate needs and details of client interactions to investment professionals, prepare for client meetings and perform administrative tasks.  If you possess great customer service and detailed administrative skills, this would be a good fit for you.

 Hybrid Work Schedule with 3 days on-site/2 days remote 

 Responsibilities

• Answer all incoming client calls into the Virtual Administrative Services (VAS) Client Calls and Emails queue and inform the respective advisor of the call details
• Review and respond to client emails received into VAS-subscribed advisors’ inboxes
• Prepare all VAS physical mailings
• Log all time spent with advisors and their clients into AP Support, powered by Salesforce
• Give support in preparation of client meetings for VAS-subscribed advisors
• Aid VAS team in performing administrative tasks for VAS-subscribed advisors, including assisting in keeping the AP queues up to date, entering NAFs, opening accounts, updating accounts, filling out paperwork, answering VAS emails, blottering business and communicating with vendors
• Act as the subject matter expert on all business processes, as well as all web services platforms
• Assist investment professionals in the navigation of AP’s internal and external processes
• Solicit and log all requests for technology or process enhancement

Job Requirements

• Go the extra distance to always serve the customer
• Possess excellent interpersonal and social skills, as well as a high-energy, positive approach
• Ability to understand how a customer does business and effectively deliver training to align within the customer business construct
• Possess excessive knowledge of web meeting and e-learning tools/methodologies 
• Ability to take direction based on the goals of the broker/dealer and RIA
• Possess a strong sense of initiative and a self-motivated, self-starter who can work independently and anticipate needs, as well as work well with team members
• Must be able to multi-task and work under tight deadlines
• Excellent organizational skills and ability to problem solve
• Ability to understand and present complex technical information to technical and non-technical audiences
• Ability to adapt to changing assignments and multiple priorities
• Strong presentation, speaking and writing skills, as well as the ability to communicate information clearly
• Proficient in Microsoft Word, Excel, PowerPoint and Outlook
• Technically proficient with digital media and web-based communications systems

Education and Experience

• Bachelor’s degree (or currently working on one) with a focus in business administration, management, accounting or finance
• Two years’ experience in the financial industry required; knowledge of all registrations, account types and investment products, as well as how each security works, preferred
• Call center, customer service, training and/or education experience preferred
• Knowledge of Salesforce, ETI Quik, Albridge and XTIVA web services preferred

Limitations and Disclaimer

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. American Portfolios provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.   To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at will” basis.

* Based on a poll of registered representatives conducted by Investment Advisor magazine. Broker/dealers rated highest by their representatives are awarded “Broker/Dealer (B/D) of the Year.”

** Wealthmanagement.com Industry Award finalists are selected by a panel of independent judges made up of subject matter experts in the industry. Award is based on support provided to AP’s affiliated people, and does not reflect public customers nor their account performance.