Client Service Associates
Columbus, OH
POSITION SUMMARY:
Estate & Inheritor Services is a specialized team within Brokerage designed to assist with the processing of client accounts during the Inheritance process. The Estate & Inheritor Services Specialist will be responsible for managing the transition of assets for individual clients by serving as a Subject Matter Expert for Brokerage Wealth Management Clients, Financial Advisors, Client Service Associates and/or Branch Management to facilitate inheritance and legacy transfers. Additionally, the Associate will work closely with branches and other internal departments, provide support through various internal applications, and process paperwork in a virtual branch environment.
DUTIES and RESPONSIBILITIES:- Providing dedicated one-on-one support for the client throughout the inheritance process leveraging effective relationship management skills
- Proactively communicating with clients by phone and / or email in order to provide a high level of service, transparency, and empathy to clients and beneficiaries
- Process & follow up client service requests to ensure completion in a timely manner
- Set appropriate expectations with clients and beneficiaries for requests, in line with internal Service Level Agreements, and ensure consistent follow-up
- Provide world class customer service to both internal and external clients in all interactions
- Research and resolve problems with both internal and external clients accurately and in a timely manner
- Leverage Brokerage systems and ensure all case interactions are appropriately entered and documented
- Actively manage, monitor, and document daily case load by utilizing various technology resources
- Apply Firm verification policies for all clients to avoid identity theft and fraudulent activity
- Keep current on SEC/Client, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation
- Other ad hoc duties as assigned Additional requirements may include:
EDUCATION, EXPERIENCE, KNOWLEDGE, and SKILLS:
Education and/or Experience - College degree preferred 3-4 years financial services industry experience preferred including client service interactions, and knowledge of estates, trusts, and retirement plans, account opening and asset distribution processes Knowledge/Skills
- Basic clerical and administrative skills
- Effective written and verbal communication skills
- Excellent interpersonal and client service skills
- Organizational skills, attention to detail and excellent follow up skills
- Ability to research and resolve problems and service inquiries and escalate when appropriate
- Ability to efficiently handle a high volume of requests in a fast-paced environment.
- Strong computer skills including Microsoft Suite.
- Basic knowledge of Brokerage systems and procedures
- Be self-motivated and able to work in a strong team and high activity environment.