Client Service Coordinator

Locations: Seattle  |  Scottsdale  

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Summary
The Client Service Coordinator (CSC) role encompasses those duties which directly support Lead Advisors and their teams to acquire new clients and retain existing ones.

Essential Duties & Responsibilities
Gathers, organizes, and inputs client and prospect data into the CRM.  Manages data accuracy and integrity and keeps records current on prospect pipeline status for BD reporting purposes.

Prepares various deliverables which directly support client acquisition such as greeting letters, pitch books, service agreements and compliance materials.   Prepares and processes all documentation related to client implementation and on-going maintenance including account applications, transfer documents and other forms as required.

Acts as the primary liaison with our external business partners, including custodians.  Responds to daily custodial alerts or other notifications .  Troubleshoots, escalates as appropriate, and determines the appropriate action required.  Maintains the accuracy and integrity of all electronic recordkeeping with these parties.

Coordinates all internal “last contact” reports with the client service teams to determine those clients requiring contact or additional attention.  Coordinates client “touch points” which reinforce the on-going sales and client retention process including anniversaries, Thank You notes, flowers and/or gifts.

Performs all calendaring functions with both our internal teams as well as external prospects, clients and centers of influence (COI).  Communicates directly with external parties to coordinate times and venues.  Allocates firm resources (room, technology required) appropriately.

Responds to task requests from planning team members in a timely and accurate manner.  Follows up to ensure completion.

Manages all incoming phone calls; direct callers to most appropriate source for action; use judgment and professionalism to escalate as needed.

Other Duties
Assists in helping to orient new employees in a similar role, including training on processes and systems.  Provides input on colleagues for performance reviews.  Evaluates the effectiveness of our procedures and controls, and suggests ways we can improve.

Acts as an advocate for the company and refers qualified candidates to HR to help fill open positions.  Participates in employee candidate interviews, where applicable.

Provides back-up support as necessary to peers as well as for other administrative functions.  Provides back-up for all Receptionist position duties including delivery handling, incoming and outgoing mail delivery, incoming telephone calls, supply ordering and general filing.

Professional Qualifications
Two to three years of general administrative experience preferred.  Expected to gain competence in industry terminology and concepts that support their job description.

Undergraduate degree desired, no particular discipline.  No professional credentials required.  Baseline proficiency in Microsoft Office Suite products (Word, Excel, Windows) required, and tested prior to hire.  Expected to learn other position-related systems on the job.

Critical Skills & Attributes
Communication; CSCs possess excellent oral and written communication skills. They project a professional, capable image in both action and appearance.  They often create the first impression a client, prospect or COI has of the firm or its team members.

Adaptability; ability to work with multiple personalities, to be flexible with changing priorities, and to be comfortable working with minimal supervision in a fast-paced environment.  CSCs are often asked to research solutions to operational problems which have never been encountered before.

Capacity; ability to quickly understand how long things take to do, and to effectively organize and prioritize tasks with the assistance of team members.  Ability to effectively communicate time and resource conflicts.  Ability to manage heavy workloads and projects, many on a time-sensitive basis, while still maintaining accuracy and strong attention to detail.

Good judgment; CSCs are often presented with obstacles for which the next course of action is unclear; they should be naturally cautious and feel comfortable seeking out guidance and direction if they are unsure of how to proceed.

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