Client Service and Operations Specialist

Summary:

We are seeking a highly organized and detail-oriented Client Service and Operations Specialist to provide comprehensive support in a fast-paced financial services environment. This role focuses on delivering exceptional client service, managing new client onboarding, maintaining client accounts, and handling essential administrative tasks. The ideal candidate will be a highly motivated, proactive self-starter with a passion for providing top-tier support and a strong understanding of financial products and services. This individual thrives in a fast-paced environment and is adept at identifying opportunities for improvement and taking the initiative to implement solutions.

Responsibilities:

Client Service and Onboarding:

• Onboard new clients with investment accounts and annuity/life contracts, ensuring a smooth and efficient transition.
• Provide ongoing, proactive service to clients, addressing inquiries, resolving issues, and offering clarifications promptly and professionally.
• Serve as a primary point of contact for client inquiries and requests.
• Serve as the primary point of contact for client relationships (outside of advisor interactions), addressing inquiries and providing support.
• Conduct regular touch-base calls with clients to maintain relationships and provide updates.
• Organize and execute client appreciation initiatives, including sending gifts, logging interactions, and leading "Random Acts of Kindness" programs.
• Greet clients and assist with internal company culture event planning.
• Coordinate new client onboarding processes ensuring a seamless experience.

Administrative Support:

• Process new account paperwork, manage asset transfers, and conduct timely follow-ups with custodians and insurance carriers.
• Manage scheduling, handle phone calls, and contribute to day-to-day office management tasks.
• Maintain accurate client records and documentation.
• Oversee the management of Financial Planning Agreements, including tracking, processing, and ensuring accuracy.
• Maintain marketing records and client interest tags to support marketing initiatives.
• Manage and coordinate business travel arrangements for team members, including booking flights, accommodations, and transportation.
• Facilitate the transfer of client assets due to events such as client death, account cancellation, or termination, ensuring compliance with all regulatory requirements.
• Process cashiering requests and handle check deposits, adhering to established procedures.
• Manage client account maintenance tasks, such as name changes, contact information updates, and beneficiary updates.
• Works closely with the operations manager and collaborates with operations team to achieve shared goals.

Technology and System Management:

• Proficiently navigate multiple online systems and platforms to process business transactions and provide seamless support to advisors.
• Maintain up-to-date knowledge of relevant software and technologies.
• Enter and maintain detailed post-meeting notes and client information within the Salesforce CRM system.

Trade and Distribution Processing:

• Communicate, confirm and verify trade and distribution requests, ensuring accuracy and timely execution.

Meeting Support:

• Work with advisors to prepare for and debrief all client and prospect meetings.
• Efficiently manage and coordinate client meeting schedules, optimizing advisor time and ensuring client convenience. This includes scheduling initial consultations, follow-up meetings, and other client-related appointments. (Requires excellent organizational skills, strong communication skills, and proficiency with scheduling software like Calendly, Outlook Calendar, or similar platforms.)

Other:

• We also expect employees to be able to handle other duties as assigned and will need to cross-train on various tasks.

Qualifications:

• Minimum two years proven experience in financial services, including solid understanding of investment account types (IRAs, Roth IRAs, 401(k)s, annuities, life insurance). 
• Demonstrated experience with administrative tasks such as opening new accounts, money movement, and transfer of assets. 
• Strong technology skills and the ability to quickly learn and effectively utilize various online platforms. 
• Experience with Salesforce CRM is highly desirable. 
• Experience using the Fidelity platform also a plus. 
• Knowledge of financial regulations and compliance procedures. 
• Excellent scheduling skills utilizing Microsoft Outlook and Calendly. 

Skills and Attributes:

• Exceptional relationship-building skills with coworkers, advisors, and clients.
• Excellent professional communication skills (written and verbal), including comfort and proficiency with video conferencing tools like Zoom for client and internal communications.
• Meticulous attention to detail and the ability to manage a high volume of tasks accurately and efficiently in a fast-paced environment.
• A proactive and positive attitude, with a willingness to support various projects across departments and contribute to a productive team environment.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Exceptional time management and prioritization skills.

About Collective Advisors:

Collective Advisors is built on the foundation of strong relationships, both within our team and with our clients. We cultivate a family-like atmosphere where everyone feels supported and valued. We understand that work-life balance is essential, and we strive to create an environment where our team members can do what they love and excel at what they do. We regularly organize team outings and enjoy bi-annual retreats where we gather to connect, recharge, and, most importantly, hear from every team member and incorporate their feedback into our future plans. Our commitment to our clients is unwavering, and we work together to provide them with exceptional service.

Benefits: We offer a comprehensive benefits package designed to support your well-being and professional growth, including robust health, dental, and vision insurance, generous paid time off plus some paid holidays, a strong 401(k) contribution program to help you plan for the future, and opportunities for ongoing professional development.