What are the responsibilities and job description for the Senior Client Service Associate position at Baltimore-Washington Financial Advisors?
As a Senior Client Service Associate, your role is to enhance the client experience by servicing clients and providing operational and administrative support to BWFA staff. You will interface with clients and prospective clients, anticipate their needs, resolve their problems, and follow through to provide exceptional service. You will perform administrative duties that support BWFA advisors and financial planners in their daily business practices.
Responsibilities
- Receive inbound client phone calls and emails, either addressing their needs or directing them to the appropriate team member.
- Assist client onboarding activities including the completion of all necessary paperwork and rollover calls, partnering with internal team on process execution, client portal setup, welcome emails, and proactive communication with clients.
- Process account service requests and ensure appropriate documentation for all money movement requests including distributions, QCDs, and RMDs.
- Complete and monitor the transfer of incoming assets from other institutions to ensure smooth and efficient onboarding experience for new clients.
- Schedule prospective and existing client meetings including initial consultations, onboarding meetings, and annual reviews.
- Assist in the preparation of client reports and other materials for client meetings and complete follow-up communication and implementation of actions that result from those meetings.
- Research and resolve routine to complex client issues leveraging internal support or escalating as appropriate.
- Track and document client interactions, activities, and meetings in Salesforce CRM, ensuring notes are input in a timely manner.
- Maintain existing client relationships through the processing of client requests, resolving client inquiries, and making sure key client information and documentation is up to date.
- Leverage various communication channels to keep in touch with clients and maintain strong relationships.
- Contribute to the mentoring and training of client associates.
Qualifications
- Bachelor's degree in finance or related subject matter
- 3-10 years of experience in a similar client services role at a financial services firm
- Excellent skills in Microsoft Office Suite
- Experience with Salesforce CRM preferred
- Experience with Charles Schwab advisor platform preferred
- Strong written and verbal communication skills
- Detail and service oriented
- Ability to prioritize tasks, manage multiple deadlines, and work effectively in a fast-paced environment.
- Excellent written and verbal communication skills, as you will have significant contact with the clients of the firm.
- Ideal team members for our office culture will have a strong work ethic, be self-motivated and have collaborative interpersonal skills.
