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Job Title: Client Service Associate
Reports To: Manager
Financial Advisor
Job Purpose: As a Client Service Associate of Provenance Wealth Advisors, you will use advanced skills gained through training and experience to provide proactive support to Financial Advisors and assist with efficient, quality client service. You will serve as a key member of the Provenance Wealth Advisors' team and as the initial point of contact for clients to identify, research, and resolve their problems while providing the highest level of customer service. A key attribute of the administrator role is understanding and driving the global planning process, not only the task at hand. At its core, your key job responsibility is to provide general administrative support to the advisor and firm to allow the advisor to maximize client-facing time.
Company Culture: Provenance Wealth Advisors (PWA) is a company whose culture is defined by the character of its team members. As a result, each team member must possess an unyielding desire to exceed client expectations. We serve our clients the way we want to be served. Being entrusted with our clients' livelihood and their life's work means that every workday activity and interaction requires the highest degree of ethics and professionalism. Your daily activities are to be completed correctly and efficiently the first time. Our continued success depends on a diverse array of professionals working together toward common goals and each of us promoting a shared culture of excellence and mutual accountability.
PWA is also a unique work environment that values teamwork and strategic cooperation among both its planners and its staff. Each team member brings a unique skill set and experience to the organization, and we value and respect everyone's unique talents. PWA expects all team members to be respectful of each other and strive to make collaboration and cooperation among members of the firm a cornerstone of our culture and success.
Accountability is also a key element in our success. PWA is committed to a "return and report" culture so that each of us is accountable for doing what we agreed to do to the very best of our ability and within the agreed-upon timeframe. Target dates are to be communicated with each assigned task. If they are not, it is the responsibility of the assignee to obtain a target date for completion. Persons assigned such tasks will be accountable to report back as to the status of the tasks assigned.
Job Duties and Responsibilities - Communicate, coordinate, and support a team approach to client service.
- Interact daily with prospective and existing clients, handling basic inquiries and addressing service requests.
- Respond proactively and timely to client requests for assistance and problem resolution.
- Meet with Financial Advisor (FA) on a weekly basis to track new business, items in motions, service opportunities, scheduling and prepping for upcoming meetings; participate in weekly insurance and investment tracking with coordinators and FA.
- Onboard all new clients and prospects.
- Process and follow up on client documentation for proper maintenance of accounts.
- Assist in preparing new account paperwork and applications, correspondence, summaries, and spreadsheets to assist with servicing existing clients and potential prospects.
- Provide customer service and account maintenance functions through the CRM and Custodial systems (ex., Account balances, transfer status, titling inquiries, change of address, etc.).
- Perform Relationship Manager functions through the CRM and Raymond James system (i.e. mail packets, grouping, linking)
- Respond to incoming emails and telephone calls professionally to ensure that the client's request is met in a timely fashion.
- Manage the calendar and schedule meetings for clients, prospects, and vendors.
- Coordinate with other Firm Units to ensure an efficient, collaborative experience for the client or prospect.
- Act as the liaison with attorneys and other outside advisors.
- Facilitate the execution of estate planning documents, including saving the electronic document, providing the originals to the attorney, and following up on required tax identification numbers.
- Prepare engagement letters and invoices for financial planning clients.
- Establish, maintain, and update electronic, investment and client files as needed.
- Perform other duties and responsibilities as assigned.
Knowledge / Requirements - Associate or bachelor's Degree preferred.
- 3 - 5 years of experience in a financial services environment preferred, including some project management experience.
- MS Excel, Word, Outlook and PowerPoint proficiency to produce presentations, correspondence, electronic communication, and maintain spreadsheets
Job Skills - Accountable.
- Detail oriented.
- Effective problem-solving skills.
- Organize, manage, and track multiple tasks in a fast-paced environment.
- Professional, service-oriented demeanor.
- Serve as a role model and lead others in providing a high level of customer service.
- Demonstrate excellent work ethic.
- Communicate effectively, both orally and in writing, with all levels of the organization.
- Ability to work collaboratively as well as independently within a team environment.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Supplementary Information This description is based on management's assessment of the requirements and functions of the job of the date this description was prepared. It is a general guideline and it does not purport to be an exhaustive list of all the elements of the job. Management reserves the right on a temporary or indefinite basis to meet production, scheduling or staffing needs.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us.