Client Services Representative

POSITION SUMMARY

Supports the sales efforts of the local Everence office. Provides technical expertise, clerical support, and administrative support for Financial Consultants or Financial Planners. Serves as the primary point of contact for all client questions and follow-up. Delivers excellent customer service to prospects, clients, and staff.

RESPONSIBILITIES AND DUTIES

1. Provide sales support assistance to assigned consultants or planners:
   1. Answer incoming calls, schedule appointments, and forward calls to the appropriate person.
   2. Prepare client appointment materials including various client reports, forms, and other applicable information.
   3. Prepare applications using a form software system; process and forward applications to appropriate departments and/or companies.
   4. Construct letters and memos, complete mailings, and maintain accurate and up-to-date client records in CRM.
   5. Prepare client correspondence as needed.
   6. Prepare investment reviews.
   7. Maintain the financial consultant’s calendar as requested. 
2. Build strong relationships with clients through excellent customer service.
3. Manage the client database to offer routine review appointments by phone, mail, or email, with consideration of the consultant’s recommendation, client classification system, service standards, and client preferences.
4. Monitors pending trades and account activity and sends thank you emails when confirmations are received.
5. Provide updates to the Financial Consultant when money movement processes are occurring. Send confirmation to clients.
6. Prioritize the movement of money for the opening and closing of accounts.
7. Complete follow-up of new account applications, account maintenance, or changes on existing accounts (beneficiary updates, withdrawals, etc.). 
8. Process and maintain various communication approvals through the broker-dealer compliance system, if applicable.
9. Effectively manage customer inquiries and questions by attending to client service issues quickly, thoroughly, and professionally.
10. Become proficient with the Customer Relationship Management (CRM) software and OnBase software platform for workflows and file storage.
11. Acquire and maintain a strong working knowledge of compliance regulations.
12. Attend scheduled team meetings and conference calls.
13. Provide backup for other Client Services Representatives or Administrative Assistants as needed.
14. Serve on market and/or corporate committees as requested and approved by the Office Manager, Client Services Supervisor, or Managing Director.
15. Assist with other projects as assigned by the consultant(s) or supervisor.

QUALIFICATIONS

Education: 

Prefer a minimum of an associate’s degree in business or related field

Experience: 

Prefer at least two years of professional office experience, preferably in financial services

Skills and Abilities:

1. Excellent interpersonal and communication skills both written and verbal, and good grammar and spelling skills
2. Able to relate and communicate well with all contacts, internal and external
3. Ability to exercise good judgment and problem-solving skills
4. Ability to work independently and as a part of a team, working effectively with other team members
5. Ability to work in a fast-paced environment and be flexible to changing demands
6. Ability to handle multiple tasks and interruptions with efficiency, calmness, and courtesy
7. Ability to handle difficult situations with tact and diplomacy: sensitive to confidentiality of information
8. Vision-oriented to continually look for improvement in work processes and opportunities for growth
9. Willingness to travel outside the office for educational presentations or training
10. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and ability to learn multiple database programs
11. Accuracy and attention to detail
12. Willing to disclose and certify all personal investment accounts, including any accounts held by your spouse, minor children, and immediate family members living in your household
13. Belief in the mission of Everence and willingness to gain a good general knowledge of Everence products and services with a preference for respect of Christian faith and Anabaptist values
14. Bilingual skills are a plus as they allow Everence to better serve our diverse clients but are not a requirement

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Full-time