Client Service Representative - Grand Rapids, MI

WHO WE ARE

At Greenleaf Trust N.A., our teams are dedicated to providing the highest level of comprehensive wealth management services, trust administration and retirement plan services. We adhere to the highest standards of fiduciary excellence while providing customized solutions and highly personal service to our clients.

SUMMARY

To provide world-class service to our external clients while providing administrative support to Family Office team members. 

YOUR ROLE IN SERVING OUR CLIENTS AND ASSISTING DIVISIONS INCLUDES:

• Assist with monitoring shared inboxes and directing inquiries accordingly.


• Plan for accommodations for scheduled FO guests (water, coffee, coats, etc.)


• Create positive relationships with external clients and co-workers.


• Coordinate services with outside vendors and service providers.


• Develop knowledge of various Family Office software applications including M-Files, QuickBooks, Foundant, and other Family Office tools.


• Assist with scheduling and coordinating team meetings.


• Decision making ability to problem-solve and manage workflow efficiently.


• Preparation of business letters and various other forms of written communication.


• Assist with the prospect-to-client lifecycle process as needed.


• Schedule client and/or vendor meetings and assist in the preparation of meeting materials.


• Develop a basic understanding in key areas such as trust and estate planning, investment management, retirement planning, tax planning and other areas touching the clients’ lives.


• Assist with event-driven marketing events for Family Office clients.


• Client contact management; including maintenance of paper files and updating the CRM system for all client contact. 


• Mail sorting and scanning.


• Front desk backup support


• All other duties as assigned.  

DEI COMMITMENT

Greenleaf Trust is committed to exploring diversity, equity, and inclusion, both within the organization itself, and the communities in which we serve. We continue to seek opportunities to give back and serve, work to ensure our actions are better and more inclusive and to provide opportunities for our team members to uphold the same expectations. 

SECURITY RESPONSIBILITIES

Employees are required to comply with all information and physical security policies and procedures. Recurring training in information and physical security policies will be provided throughout your period of employment.  Participation in the training is required. Refer to the Personnel Information Security Guide and the Information Security Policy Manual for further guidance on information security responsibilities and expectations. 

MINIMUM EDUCATION / EXPERIENCE REQUIRED

• Bachelor’s Degree preferred and a minimum of one-year professional office and customer service experience, or equivalent education and experience required.  


• Prior financial services/family office and customer service experience preferred, but not required.

TALENTS, KNOWLEDGE, SKILLS, AND ABILITIES

• Strong work ethic and team orientation


• Strong organizational skills and attention to detail


• Compelled to provide “world class” client service


• Extremely organized with keen attention to detail 


• Excellent interpersonal skills (“people skills”)


• Excellent verbal and written communication skills 


• Ability to work, and problem-solve independently


• Proactive and assertive 


• Motivated, conscientious and reliable


• Ability to learn, multi-task, adapt, prioritize and manage workflow efficiently and independently in a fast-paced environment


• Patient, honest and positive 


• Open-minded, attentive listener, empathetic


• Analytical skills 


• Community minded


• Proficient with MS Office Suite 

EQUIPMENT USED

• Computer


• Various copiers, printers, and scanners


• Multi-line phone


• Audio Visual Equipment


• Smart Phone 

CONTACTS

• Family Office Team Members


• Client Centric Team Members


• Trust Committee Members


• Greenleaf Trust Delaware


• Clients

PHYSICAL REQUIREMENTS

• This position requires a significant amount of time sitting and working on a computer, sitting in meetings and/or talking on a telephone.

WORK ENVIRONMENT

Normal office environment, subject to constant interruptions, that is well lit, properly ventilated and handicap accessible.

OTHER

• Regular and predictable attendance in the Grand Rapids, Michigan office is required.


• Our normal operating hours are Monday through Friday from 8:15 a.m. to 5:00 p.m.