Job Description

We are not your typical advisory firm! We are an innovative, client-centric firm that specializes in helping people celebrate the life they have while navigating towards their unique retirement! No paint-by-numbers. No plug-and-play. We start with dreams and goals, and together, create a financial strategy clients can't wait to implement. Our team shows up for each other and our clients, by doing what we say and being accountable every single day! As a small business with part of our team being fully remote, we are focused, creative, highly collaborative, and fun!

You are an experienced Senior Client Service Associate, who is ready to take on a role with considerable breadth and depth. You will play an important part in servicing, maintaining, and enhancing the strong relationships our clients have come to know and expect. Whether it’s managing the phones, opening new accounts, handling service requests, coordinating and preparing for meetings, or any other task that moves the business forward, you approach the work with a service-driven attitude and outstanding accuracy and efficiency. In addition to having strong working knowledge of industry software, systems, and processes, you are exceptionally organized, detail-oriented, and committed to delivering a smooth, confidence-inspiring experience with every client interaction. You are ready to work with a team that recognizes your confidence and capability, who will empower you to take on new challenges and grow your responsibility.

You're a bit of a techie who loves learning and leveraging new technologies. You are proactive, naturally curious, and take pride in your work. You are always striving to be better and do better, consistently seeking ways to take tasks off the advisory team’s plate so they can focus on meeting with clients and delivering value. This role offers meaningful leadership responsibility, growth potential, and the chance to make a lasting impact. Your personal drive, initiative, and ability to manage competing priorities are what will make you successful here!

Main responsibilities for the position include:

• Manage client inbox and daily tasks in order of priority and allocate based on capacity of each team member; same business day client communication
• Communicate, process, and follow up with clients on various client service items, including general questions, applications, withdrawal requests, beneficiary changes, etc., following all to completion
• Coordinate with the advisors and clients to complete and process new account paperwork, checks, transfers, contributions, and keep client accounts in good standing
• Service existing clients, including processing retirement distributions, paperwork for changing investments, preparing for client reviews, etc.
• Create and maintain accurate client records in the CRM system (Redtail), ensuring all confidential and required information is securely stored
• Monitor and streamline workflows for client service and business operations tasks
• Answer, screen, and route phone calls, assisting clients directly where possible or taking messages for other team members as appropriate
• Deliver superior client service; troubleshoot problems and serve as liaison between advisors and clients as needed
• Manage Calendly and share calendars
• Communicate with the custodian and other vendors as needed
• Follow, manage, and monitor task list, effectively prioritizing time-sensitive requests or issues
• This is a dynamic role that will continue to evolve, with significant opportunity for future growth
• Other special projects and additional responsibilities will occur from time to time

The ideal candidate:

• Bachelor’s degree highly preferred, or equivalent work experience
• 5+ years experience required; ideally in an RIA environment supporting one or more financial advisors
• Knowledge of industry-specific software and systems required; familiarity with Redtail, Schwab, Fidelity, Hubly, Calendly, and Asana is a plus
• Tech-savvy and highly proficient in Microsoft Office suite (Excel, Word, and PowerPoint); strong ability to learn and apply new software systems quickly
• A commitment to excellence; detail-oriented, client-focused, and highly organized
• Excellent interpersonal and communication skills; ability to communicate in a pleasant, tactful, and effective manner (both orally and in writing), and to handle difficult, sensitive issues
• Strong time management skills; ability to prioritize and coordinate multiple work assignments and deadline efficiently despite frequent interruptions
• Proactive team player able to work in a fast-paced environment