What are the responsibilities and job description for the Client Services Manager position at HFG Trust?
Our client service team is one of the main reasons for our company’s success. The Client Services Manager is an integral part of our Company with the end-to-end responsibility of providing consistently superior, professional level services to clients. This individual will wear many hats: leading the client service department, partnering with advisors to deliver unmatched client service, and acting as a liaison between HFG Trust and our third-party providers – they really are the glue that holds our firm together.
About HFG Trust LLC
Our mission is to Simplify Life. This means that we strive to take care of all of your financial needs under one roof. Our team of experts work collaboratively to form a truly holistic counsel to ensure you receive sound advice, precise execution, and most importantly, world-class service. At HFG Trust, we firmly believe that it all begins with establishing a clear vision of your personal goals. With this purpose, we combine fiduciary advice and an entry-to-exit service to build a roadmap that guides you through every stage of your life.
Description
One side of this individual should be people oriented, with a high level of emotional intelligence, excellent interpersonal skills, and an ability to motivate co-workers and hold them accountable when necessary. Simultaneously, they are detail-oriented and will roll up their sleeves to dot the i’s and cross t’s when necessary. The ideal candidate should exhibit high standards, excellent communication skills, good judgment and the ability to take initiative and prioritize daily tasks and projects. Ideal candidates care deeply, genuinely, and passionately about client service and have a desire to lead a team that plays a critical role in making a client-centric organization successful.
Expectations:
HFG Trust expects all employees to comply with the responsibilities of their assigned position to the highest degree of performance by:
- Adhering to the Company’s policies and supporting Management decisions and goals in a positive, professional manner.
- Representing the Company with a high level of integrity and professionalism.
- Maintaining knowledge and understanding of banking rules, regulations, laws, and all policies and procedures pertaining to them.
- Demonstrate a willingness to adapt to changing business needs and deadlines.
- Possessing a work ethic that includes neatness and dependability.
- Exhibiting a professional, business-like appearance and demeanor.
Role Responsibilities:
Service Management:
- Lead, train, and develop an exceptional client service team.
- Provide leadership and team building that brings out the best in others and furthers the overall firm culture.
- Develop and maintain systems that promote efficiency and accuracy and drive internal process and client-experience related improvements to completion.
- Responsible for providing high-touch support while handling a myriad of client interactions including onboarding, account transfers, rollovers and distributions, resolving complex problems, and building relationships.
- Explain, coach, hold accountable, and recognize/reward client service teammates on KPI’s.
- Coordinate and prioritize internal projects and day-to-day team workload and determine the best utilization of resources to increase client satisfaction.
- Ensure team has the necessary tools to maintain client relationships efficiently and effectively including some day-to-day management of third-party relationships such as custodian (Pershing and Charles Schwab) or technology solutions (Tamarac) providers.
- Manage staffing decisions and assist in hiring, retaining, and managing the firm’s talent.
- Develop strong networks and relationships among all members of the firm to create cohesiveness and build trust between departments.
- Engage with senior management concerning strategic initiatives to enhance client experience and identify operational and structural needs of the organization as the firm evolves.
- Ensures the Client Services Department exceeds the Company’s professional image, expectations, and represents the HFG Trust Brand.
Required Education and Experience:
- Bachelor’s Degree or equivalent work experience
- 4 years’ of demonstrated client service experience. No direct financial industry experience is necessary, though it’s certainly not a negative.
- 2 years’ experience in management/supervisory position preferred.
Job Requirements:
- Proficiency in Microsoft Office Product Suite (Word, Excel and PowerPoint)
- Ability to work under pressure with multiple projects
- Strong oral and written communication skills to include emails and correspondence
- Basic understanding of the principals of finance (education or experience)
- Strong proofreading, copywriting, and grammar skills
- Highly organized, disciplined, and self-motivated in their work
- Some experience with Client Relationship Management systems (CRM) and client record keeping and maintenance
- Ability to organize projects, priorities, and time management.
- Ability to identify appropriate options for clients in terms of investment and liquidation.
- Ability to maintain confidentiality.
- Excellent mathematical ability.
- Ability to maintain tact, composure, and professionalism when situations become stressful.
- Ability to effectively present ideas and information to management, advisors, and co-workers.
- Excellent attention to detail.
- Strong verbal and written communication skills.
Work Conditions:
The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of the job. The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Environment:
- Work requires regular attendance, punctuality, and adherence to agreed-upon schedule(s) with willingness to work a flexible and/or rotating schedule, and/or extended hours, as needed.
- Climate controlled office environment.
- Work involves being able to concentrate on the matter at hand, under sometimes distracting work conditions and frequent employee and customer contacts and interruptions during the day.
Physical:
- While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.
- Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management.
- Specific vision abilities required by this job include good visual acuity to read print and computer screens.
Salary
$70,000 - $90,000 per year
Salary : $70,000 - $90,000