Senior Client Service Specialist

Job Description

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

FEATURED BENEFITS:

Medical Insurance

Dental Insurance

Vision Insurance

401(k)

Health Savings Account

Paid Maternity Leave

Paid Parental Leave

Tuition Reimbursement