Details
06/24/2020
Client Service Manager
NorthAvenue Financial Advocates
Who We Are
Integrity. Respect. Open communication. Keeping commitments. These are the core values of NorthAvenue Financial Advocates. We are a forward-thinking, client-focused, and multi-women-owned financial planning firm providing all-inclusive services for a flat fee to more than 90 clients.
We are passionate and compassionate leaders who value and respect our staff members. Our office is a collaborative team where diverse perspectives, individuals, and ideas are celebrated. We see our tax-focused one-stop-shop (tax planning, tax preparation, and tax-mindful investing) as a supportive trifecta to meet the varied needs of our clients. We strive to serve our clients in helping them achieve their financial objectives and providing stellar client service.
We are hard-working, motivated, and go above and beyond to meet the needs of our growing client base. We can’t do it alone and are excited to announce that we’re hiring!
Job Overview
The Client Service Manager (CSM) provides operational support to the advising team led by the Senior Financial Planners. The CSM serves as the liaison that facilitates the relationship between the client and the custodian, ensuring all required forms, documents and other client specific requests are prepared and processed in a timely manner.
An ideal Client Service Manager candidate thrives in an entrepreneurial and fast-paced office, finds pride in taking charge of their responsibilities, looks for innovative ways to efficiently manage client service, and seeks clarity and understanding through proactive communication. Working with clients, custodians and other team members, the CSM is calm under pressure and maintains a willing and intuitive attitude with all staff members. The CSM is ready to help out where needed.
Essential Functions
- Process daily management of all incoming documents, both internal, and external from clients, through various media such as email, hard copies (scanning), Sharefile, and eMoney, ensuring they are properly named and saved in the accurate directory. Also responsible for handling outgoing mail and faxes.
- Responsible for all custodial paperwork, such as opening and transferring accounts, processing client money requests, and various account maintenance. Work with several custodians, primarily TD Ameritrade, to ensure timely processing of all requests. Keep clients well-informed through completion of activities.
- Onboard and train new clients on various NorthAvenue client portals, held through eMoney, ByAllAccounts and Tamarac. Including assistance through video conferencing / screen-sharing software to help clients aggregate accounts outside of our custodians.
- Play a vital role in our tax preparation process: uploading and importing tax document information to our tax software (Gruntworx), providing drafts and final tax returns to clients, processing local returns, and obtaining electronic (RightSignature) and hard copy signatures on necessary tax documents.
- Maintain and manage accurate contact lists in Mailchimp and Outlook in order to send out mass e-communications, such as company newsletters, compliance requirements, and deadline reminders.
- Assist with client billing, including processing credit card payments, fee reminders, and custodial account fee deductions.
- Keep team members well-informed of progress by providing the statuses of CRM (Redtail) tasks and workflows via weekly updates.
- Serve as a true team player who is willing to help out with ad hoc items in the office.
- Receive training on areas of responsibility for other team members in order to step up and help the team when individuals are on vacation or out of the office.
Competencies
- Interpersonal Communications.
- Ability to use effective and proactive written and verbal communication. Ability to seek clarity when necessary to provide thorough and accurate results.
- Demonstrate professional, ethical, and courteous conduct while working with clients, prospects, Centers of Influence (COIs), teammates, and other business professionals.
- Detail-Oriented/Quality Focus. Ability to work in a manner that places a critical emphasis on the details, with quality assurance, while maintaining the flexibility to manage multiple tasks.
- Customer Focus. Keeping clients’ needs ahead of your own with a focus on superior client service.
- Organization and Time-Management Skills. Visibility of priorities, ability to keep track of open tasks and projects, and ability to complete tasks on time.
- Team Orientation. Has a big-picture perspective of team dynamics and importance of their role on the team, and how it is essential to everyone’s success.
Requirements
- Prior experience (2+ years) in the Financial Services industry, preferably with a broker-dealer, a mutual fund company, or registered investment advisor. BS/BA degree from an accredited college or university preferred. Equivalent education or related work experience will be considered, if the candidate is an excellent fit for the position.
- Strong Microsoft Office skills.
- TD Ameritrade, Redtail CRM, eMoney, Tamarac and ByAllAccounts experience are a plus!
- To work full-time.
- 100% commitment to company values.
Benefits
- Flexibility to work in the office or virtually from a home office.
- Competitive salary and client attraction bonus for ideal clients for our company.
- 401(k) plan with 3% safe harbor employer contribution - where employee receives 3% employer contribution regardless of their own contributions - after one year of service.
- $300/month ‘stipend’ added to salary to personally purchase benefits as desired.
- Personal tax preparation provided annually.
- Financial Tune-Up conducted by company partner of choice annually.
- Generous paid vacation policy.
- Maternity/paternity, bereavement, and sick day policies in place.
- Tight-knit team where personal input is valued.
- Encouragement to participate in volunteer activities within the profession and our community.
How to Apply!
For our full consideration, please send a cover letter and resume to Kristen@NorthAvenueFA.com. We are looking to fill this position as quickly as possible. We encourage interested candidates to apply as soon as possible.
