Client Service Ass

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.