What are the responsibilities and job description for the Client Relations Associate position at EH Shum Financial Solutions?
About the Company
We are a boutique investment advisory firm based in Burlingame serving retirees and their families. At EH Shum Financial Solutions, we are committed to providing attentive service, tailored to each client's specific needs, with an efficient and productive team. Our clients benefit from our professional and honest approach of keeping their best interests in mind and presenting advice in easily understandable terms. We strive to do the same with our employees through transparency and communication.
We are seeking a motivated individual who is looking to learn and grow professionally within the financial services industry.
About the Role
The Client Relations Associate supports the execution of the firm's client experience strategy and identifies opportunities for improvement, for both standard daily operations as well as individualized client interactions. They are part of a team that is expected to support the advisors with their time so they can focus on meetings with clients and prospects.
Responsibilities
- Support a culture of building relationships and personalizing client experiences
- Deliver an exceptional welcome to every client, prospect and partner upon entry and ensure outstanding hospitality throughout the visit
- Maintain lobby as welcoming environment with opportunities for positive discovery
- Manage appointment confirmations and preparations
- Assist clients with simple administrative requests
- Assist the team with client development related activities, including data entry and reporting
- Handle phone duties, including incoming calls, relaying messages and appointment setting
- Utilize firm's CRM to get to know clients personally, update client files and mine for opportunities
- Plan and facilitate regular client outreach through email campaigns and event management
- Participate in daily set up and shut down of office
- Control and maintain advisors' calendars to facilitate exceptional client experience
- Support the general upkeep and appearance of the lobby and common areas
- Maintain and replenish supplies in common areas (kitchen items, supply room items)
- Accept incoming packages and distribute as appropriate
- Assist with special projects as needed
Qualifications
- Ability to project a positive, approachable, enthusiastic and professional image in personal appearance, manner, and demeanor
- Ability to follow provided scripts to maintain consistent company “voice”
- Ability to prioritize tasks based on urgency and complexity
- Strong work ethic with high level of integrity and ethics
- Punctual and reliable
- Strong understanding of client service needs and priorities (internal and external)
- Solid critical thinking skills and the ability to exercise sound judgment
- High degree of attention to detail while sticking to a timeline
- Strong organizational skills
- Strong analytical skills
- Impeccable communication skills in-person, over the phone and via email
- Comfortable working in small office environment
- Ability to work in a cyclical, evolving environment
- High level of proficiency in MS Excel, Word, Outlook, etc.
- Past CX and/or CRM experience preferred
- Should spend at least 20 hours per year in continuing education related to job duties
Pay range and compensation package
Salary depending on experience. Full-time position. Regular office hours are Monday through Friday 8:00 am to 5:00 pm. Very occasional evening and weekend duties.