Client Service Associate - Faithward Advisors LLC : Job Details

Job Type Full-time Description Experience (preferred or required):

• Associate's degree required or Bachelor's degree in a related field from a four-year college or university preferred, or equivalent combination of education and experience
• 2-4 years+ of financial services related experience and/or training preferred
• Ability to keep information confidential required
• CRM software (Salesforce) and other software applications preferred
• Technology driven - use software and technology to be more efficient required
• Ability to read & interpret documents (applications, financial statements and compliance procedures) required
• Ability to run routine reports and correspondence and to fill out forms with legible handwriting required
• Ability to speak effectively to small groups of customers or employees of the organization required
• Strong working knowledge of MS Office including Word, Excel, Outlook, PowerPoint, Teams required - especially MS Excel V-Lookups

• Effectively and professionally answers and returns calls, emails, texts, and mail communications both internally and externally
• Respond to phone calls, texts, and e-mails in a timely fashion per service matrix
• Answer questions from clients on service-related matters (request for statements or tax documents, contact information changes, questions about forms or scheduling, etc.)
• Refer questions where financial advice is needed to advisor
• Assist with technology (Zoom sessions, outside offices signed in correctly, on phone, screen sharing, computer set-up properly) and reports for weekly franchise meeting
• Document all client contact and service requests in Salesforce
• Call to confirm money movement requests verbally as needed - enter into Salesforce and execute in Charles Schwab
• Call to confirm, reschedule, or update client appointments
• Ensure conference room reservations and clarity for all appointments
• Provide client reports from Salesforce and other software, as needed, for advisors
• Provide monthly review and birthday lists for advisors to review; coordinate birthday card mailing, conduct follow-up tasks
• Send can't reach you communication to clients, as requested by advisors
• Collect, complete, and track all types of applications and service forms, post appointment
• Proofread all types of applications/forms prior to submitting to custodian, vendor, or carrier
• Process and track (via Salesforce tasks) all service forms and BD change requests - change of address, change of beneficiary, change of name, e-mail authorization, legal disclosure, etc. (post-appointment)
• Send welcome or new account letter to clients when new applications are received
• Begin new estate process when notified of a client death, update CRM accordingly - coordinate also with any outside attorney if not our Aevitas firm
• Assist clients with online access/e-delivery, digital onboarding, DocuSign envelopes, authentication
• Order flowers/gifts for clients, as requested
• Track client gifts, per maximum amount allowed per year policy, using client gift form
• Collect and store driver's license in DocuWare, as provided
• Prepare forms to be mailed, faxed or sent by way of FedEx and coordinate compliance when applicable
• Miscellaneous help with office duties - answering phones, greeting clients/vendors, restocking supplies, etc.
• Follow and adhere to Company policies, procedures, and guidelines
• Willing to learn the industry and help maintain and grow the firm's marketplace position
• Attend business meetings and trainings as required
• Perform other administrative tasks and special projects as assigned

• Maintain a professional attitude and appearance
• Possess the ability to connect with a variety of personalities
• Live out Faithward Formula
• Exhibit strong leadership skills - leads by example and helps motivate others to do their best
• Utilize extremely strong phone skills - high energy and passion for helping others
• Be a team player who thrives working with a tight-knit company where their activities directly affect the bottom line
• Be enthusiastic about providing the best possible customer service for clients and customers
• Possess a roll up your sleeves, and all hands-on deck mentality to cross functional tasks and assignments
• Be self-motivated and results driven with proven ability to succeed - desire to grow both professionally and personally
• Possess strong relationship management and the ability to drive multiple tasks to completion successfully
• Be a resourceful team player and a positive can-do attitude
• Have the ability to work in a fast-paced environment
• Think and act like an entrepreneur and take an ownership mentality in all that is done in this position
• Be detail oriented and helpful
• Have the ability to perform accurate data entry within specified time frames
• Possess the ability to use or quickly learn specific CRM and other business software
• Exhibit outstanding written, grammar, & verbal communication skills with ability to interact with all levels of an organization
• Possess excellent organization, problem solving, and planning skills
• Demonstrate excellent time management skills and ability to adhere to schedules/deadlines
• Be dependable and safety oriented
• Have the ability to work some nights and weekends as needed
• Produce a negative pre-employment drug screen and have the ability to pass a criminal background check
• Maintain a good attendance record and travel as required