Job Summary This role serves as a Subject Matter Expert for internal and external stakeholders, including Wealth Management Clients, Financial Advisors, Client Service Associates, and Branch Management. The Specialist will ensure a smooth transition of assets and deliver exceptional service with empathy, transparency, and professionalism throughout the inheritance and legacy transfer process.
Key Responsibilities - Provide personalized, one-on-one support to clients throughout the inheritance process.
- Communicate proactively via phone and email to deliver exceptional service with empathy and clarity.
- Process and follow up on client service requests to ensure timely and accurate completion.
- Set clear expectations with clients and beneficiaries aligned with internal Service Level Agreements.
- Deliver world-class customer service in every interaction, both internally and externally.
- Investigate and resolve issues efficiently, escalating when necessary.
- Maintain accurate documentation of all case interactions using Client systems.
- Manage and monitor daily caseload through various technology tools.
- Apply firm-wide verification procedures to prevent identity theft and fraud.
- Stay updated on SEC/FINRA, Compliance, and Firm regulations, ensuring all actions align with current policies.
- Perform additional ad hoc duties as assigned.
Required Qualifications College degree preferred. 3â€"4 years of experience in the financial services industry, ideally in client service, estates, trusts, retirement plans, account opening, or asset distribution. Basic clerical and administrative capabilities. Strong communication skills, both written and verbal. Exceptional interpersonal and client service abilities. Highly organized with strong attention to detail and follow-up. Ability to manage high volumes of requests in a fast-paced environment. Strong problem-solving skills and the ability to escalate issues appropriately. Proficiency in Microsoft Office Suite. Preferred Qualifications - Familiarity with Client systems and procedures.
- Previous experience working in a virtual branch environment.
- Self-motivated team player with the ability to thrive in a high-activity setting.
Certifications - No specific certifications required; however, any relevant financial services certifications would be a plus.
Education: Bachelors Degree