What are the responsibilities and job description for the Client Services Associate position at MAGNUSON FINANCIAL?
Client Service Associate / Representative
Summary of Position
A successful Client Service Associate / Representative is a multi-tasker at heart, with strong communication skills and a problem-solving mindset that thrives in a fast-paced and evolving organization, one that is thorough in their work, operates with a high attention to detail, has exceptional interpersonal, organization, and time management skills, and is driven to develop and grow in their role.
Client Service
• Assist clients through electronic means, written correspondence and on the telephone
• Maintain existing client relationships:
• Ask questions to clarify client's requests/concerns regarding accounts, policies and procedures o Respond to specific client requests, for example:
Process client money movement requests (wires, checks, journals, ACH transfers), after obtaining LOA and client's verbal attestation, if required, for deposits/contributions and withdrawals/distributions Set up ACH profile requests
Reorder checks and debit cards
• Provide copies of statements, confirms, tax documents, proxy materials, gains and losses reports, etc.
Beneficiary change
• Branch/FA change o Answer questions and/or provide information regarding accounts, such as account balances, holdings, checks processed, RMD amounts, etc.
Escalate client requests to the appropriate parties within the organization, if necessary o Research and resolve issues, discrepancies, or inaccuracies o Follow-through to ensure client's needs are met
• Monitor client account activity, follow-up requests and service requirements
• Assist clients with establishing online access to the Client Portal
• Problem solve and provide timely response to interoffice inquiries and requests
Operations
Participate in client onboarding coordination and follow up:
Prepare new account application paperwork and all related forms o Review signed paperwork to ensure documents are complete and in good order o Open new account(s) or update existing account(s) o Process necessary transactions (i.e. deposit funds or transition new assets to ATPW) o Track incoming rollovers, other investment funding, and transfers to ensure that all applicable accounts moved as expected o Communicate progress updates to clients and our wealth management team
Work with clients, family members, attorneys, CPAs, to process paperwork requirements (including working with trusts and estate plans) following a life event such as death, divorce, or a minor reaching the age of majority Process account transfers to Schwab, internal asset movement to sleeve accounts, and cash management Request and verify accounts are traded as requested
Review daily activity and reconcile current client activity, fund transfers and previous davs activity to ensure accuracy
Monitor and initiate action on daily custodial alerts and assigned tasks (i.e. Documents Due, ACATS Report, Service
Center Portal Action Required Items and Submissions, NSF Emails)
Deposit checks to Schwab (electronically or overnight UPS)
Create, maintain, process, and track an RMD list utilizing internal and custodian solutions
Work within Amplify and Redtail - Customer Relationship Management (CRM) platform:
Assist in portfolio management maintenance as instructed by FA or Portfolio Manager o Update or enter missing key client information (address, email, phone number, occupation, drivers license, etc.) o Document key client milestones and/or important data that will assist in future client interactions o Track customer interactions (New Note, New Task, Log a Call, Follow Up, and Email) o Scan and maintain client files and record-keeping (both electronic and hardcopy)
Administrative Duties
• Assist with incoming phone calls as backup to the receptionist/administrative assistant. Be helpful / courteous / professional to all callers.
• Schedule client meetings and portfolio reviews —via phone conference or in office conference room
• Assemble and update the front desk manual, and the process and procedure binders for ATPW and Schwab
• Monitor and track pending business, service requests and new business projects
Miscellaneous
e Actively engage in available training and education programs to maintain current status on policies, procedures and risk awareness e Maintain risk awareness and compliance with all corporate and regulatory standards
• Support the firm's initiatives, assist with any company-wide projects or activities, and attend functions as needed
Client Service Representative Requirements
An Associate degree or greater with a minimum of 3-5 years administrative experience in financial or professional services
Familiarity with brokerage or registered investment advisory firm operations
Experience in MS Office applications, such as Outlook, Word, Excel, PowerPoint, and proven ability to learn other software and technology
Experience in Salesforce or another CRM (Customer Relationship Management)
Excellent written and verbal communication skills
Exceptional client service/interpersonal skills
Notable attention to detail, self-initiated follow-through, and outstanding time management and organizational skills
Self-starter able to work independently
Ability to work effectively in a small team environment
Flexible and willing to perform other tasks as assigned