The Sr. Client Service Associate supports the Director of Operations & Client Experience and serves as a resource for all Client Service Associates by answering questions and providing guidance related to operational processes. In addition to the duties as Sr. Client Service Associate, this position supports the Advisors and Portfolio Manager(s) with a range of activities that may include, but are not limited to the set-up, maintenance, review, and approval of client accounts; reconciling trades; review and maintenance of client transactions and activity. This position seeks to provide ideas for clients, employees, and organizational process improvements as it relates to client service.
Primary Duties
Client Services
Serves as liaison between the client, Evermay, and the custodian. Provides support to Advisors and Portfolio Manager(s), senior management, and the Director of Operations as it relates to client relationship building and maintenance. Tracks and processes ad hoc client requests, answers client questions and takes initiative to research and find solutions to problems and requests. Proactively communicates with clients anticipating needs to ensure seamless client service and support to the relationship. Calculates and processes Required Minimum Distributions (RMDs), charitable contributions, estate distributions, etc.
Account Administration
Process client administrative requests; including, but not limited to, account updates or changes, distributions, deposits, transfers, etc. in an efficient and accurate manner, using electronic processes whenever possible. Reviews cost basis on new securities, coordinates updates with back-office provider to ensure accuracy and calculates cost basis as needed. Reconciles systems and researches cash / position / market value discrepancies. Maintains and indexes client files in the document management system.
Reports Administration and Quarterly Invoicing
Assists Advisor with the preparation of reports for presentation at client meetings, as needed. Participates in the quarterly billing cycle by assisting with: data auditing, statement generation and distribution to clients, and uploading of management fees to the custodian. Runs ad hoc reports as requested.
Other Responsibilites
Possess in-depth knowledge of systems and back-office procedures used in the administration of client accounts. Provides training, guidance, and assistance to department members with daily activities as needed. Supports the Department Manager by being the first point of escalation for any issues or problems that arise during daily operations. Oversees custodian-to-Tamarac cost basis reconciliations. Performs trade reconciliations in Tamarac Rebalancer as needed. Oversees, on a high level, RMDs and assists the Client Service Associates with set up when needed. Liaison between Client Services and custodian for issue resolution. Coordinates with the Department Manager when procedures require updating. Coordinates CSA staff in departmental initiatives and special projects as requested. Ad hoc projects as requested by the Department Manager, Advisors and/or Portfolio Manager(s).
Qualifications/Skills
- A bachelor’s degree in business/finance is required. Experience in the investment industry is required.
- Communication involves a variety of internal and external contacts; and requires interpersonal skills to effectively deal with all types of people. A team player committed to providing excellent client service.
- Strong organizational skills, accuracy and attention to detail are essential. Ability to manage multiple responsibilities and requests with competing deadlines in a fast-paced and high-performance work environment.
- Expertise with portfolio management software, specifically Envestnet Tamarac Reporting/Rebalancing and CRM is required.
- Experience with Charles Schwab is required.
- Strong experience with Microsoft products including Word, Excel and Outlook is required.
