Senior Client Service Specialist

GENERAL JOB DESCRIPTION

Active member of the Wealth Management Group. Responsible for client account related service, new business matters, account set-up and overall client service requests. Coach, train, and mentor new Client Service team members on various client requests and decisions for MAI Wealth Management clients.

MAJOR DUTIES AND RESPONSIBILITIES

• Responsible for training, coaching, and reviewing new Client Service Specialist work
• Mentors less experienced team members in all aspects of Client Service work
• Offers performance-based feedback on Client Service Specialist work
• Responsible for all service-related matters to meet the needs and requests of Wealth Management clients
• Responsible for new business processing of client accounts, on-boarding responsibilities associated with new accounts, and ongoing maintenance of the accounts
• Structures and verifies the various money movements among client accounts
• Prepares MAI annual retainer, initial financial plan fee agreements, Investment Advisory Agreements, Investment Policy Statements, Private Asset and Outside 401k documents
• Partners with the Wealth Advisors to ensure complex billing specifications are set up for client accounts
• Gathers, reviews, and submits portfolio tax information to clients and accountants
• Responsible for client performance reporting – including reconciling statements to reports, updating manual reporting entries, making sure any new accounts are captured
• Maintains client accounts – including opening and closing client accounts, preparing transfer forms, address changes, maintaining master account list; often interacts directly with the client based on complexity of account structure
• Utilize deep level of knowledge to resolve service-related matters for client accounts
• Assists senior level team with trading client accounts via the Moxy trading platform, as needed
• Prepares and processes client wire transfers
• Generates client correspondence to assist with account set up, client needs or queries
• Processes and submits quarterly and ad-hoc reporting to client via their preferred method (mail or email)
• Ensures all client files and documentation adhere to MAI standards and can remediate any documents that require updating.
• Maintains and updates CRM lists for various mailings and contact pieces (MAInsights, other general alerts, etc.)

• Works with Operations to set up client accounts or make needed changes to keep accounts in good order

• Leads projects, as needed

EXPERIENCE/CREDENTIALS

• Bachelor’s degree and/or equivalent experience
• Client service experience in financial industry, such as brokerage and/or banking (7+ yrs.)
• Demonstrated ability to work with HNW individuals with complex account structures.
• Demonstrated ability to on-board and train new Client Service team members
• High level of proficiency with Microsoft Office suite, including Excel, Outlook, Word, Adobe, PowerPoint
• Strong financial analytical skills and knowledge of account structures and investments
• CRM experience

COMPETENCIES

• Thrives in a fast-paced and dynamic team-based environment
• Passionate about service for clients
• Maintains absolute confidentiality of all client information and safeguards client and company data; maintains high ethical standard in all practices
• Develops best practices and implements across other Client Service Specialists
• Independently makes decisions, overcomes hurdles, solves problems, and implements
• Ability to lead others in making decisions and implementing them
• Ability to expedite and prioritize requests from clients and team members for best execution
• Strong organizational skills; ability to analyze, interpret data/instructions, and knows to ask questions
• Organized, detail-oriented, and able to multitask and meet deadlines
• Strong industry business acumen and can demonstrate effectively working with clients
• Tax, Banking, and Investment knowledge, including account structures
• Motivated to learn about all areas of the division and firm as part of a growing and fast paced team
• Experience working on interdepartmental teams
• Professional demeanor, superb work ethic, high level of personal ethics and integrity