Client Services Representative

POSITION SUMMARY

Serves the local Everence office as the primary contact for visitors and callers. Supports sales efforts by providing clerical support, administrative support, and sales assistance to the overall team as directed. Provides excellent customer service to prospects, clients, and staff. This role involves working with financial data and confidential client information.

RESPONSIBILITIES AND DUTIES

1. General office tasks include but are not limited to:
   1. Greet clients in person or by phone, in a positive, friendly manner.
   2. Answer incoming calls, schedule appointments, and forward calls to the appropriate person.
   3. Handle incoming and outgoing mail and faxes. Open and distribute mail daily.
   4. Assist with bulk mailings as needed.
   5. Maintain and order office supplies including snacks and drinks for client meetings.
   6. Assist with scanning for the local office.
   7. Monitor the reception area for stocked literature.
   8. Keep the front office and kitchen clean, neat, and well stocked, water plants.
2. Effectively route customer inquiries and questions by attending to client service quickly, thoroughly, and professionally.
3. Become proficient with the Customer Relationship Management (CRM) software and OnBase software platform for workflows and file storage.
4. Help schedule review appointments by phone, mail, or email with consideration to the consultant’s recommendation, client classification system, service standards, and client preferences.
5. Provide sales support assistance to assigned consultants or planners:
   1. Prepare client appointment materials including various client reports, forms, and other applicable information.
   2. Prepare applications using a form software system; process and forward applications to appropriate departments and/or companies.
   3. Construct letters and memos, complete mailings, and maintain accurate and up-to-date client records in CRM.
   4. Prepare client correspondence as needed.
   5. Prepare investment reviews.
   6. Maintain the financial consultant’s calendar as requested.
6. Build strong relationships with clients through excellent customer service.
7. Monitor pending trades and account activity and send thank you emails when confirmations are received.
8. Provide updates to the Financial Consultant when money movement processes are occurring. Send confirmation to clients.
9. Prioritize the movement of money for the opening and closing of accounts.
10. Complete follow-up of new account applications, account maintenance, or changes on existing accounts (beneficiary updates, withdrawals, etc.).
11. Process and maintain various communication approvals through the broker-dealer compliance system, if applicable.
12. Effectively manage customer inquiries and questions by attending to client service issues quickly, thoroughly, and professionally.
13. Attend scheduled team meetings and conference calls.
14. Provide backup for other Client Services Representatives as needed.
15. Assist with other projects as assigned by the consultant(s) or supervisor.

QUALIFICATIONS

Experience:

Prefer at least one year of administration experience, preferably in financial services

Skills and Abilities:

1. Excellent interpersonal and communication skills both written and verbal, with good grammar and spelling skills
2. Able to relate and communicate well with all contacts, internal and external
3. Ability to exercise good judgment and problem-solving skills
4. Ability to work independently and as a part of a team, working effectively with other team members
5. Ability to work in a fast-paced environment and be flexible to changing demands
6. Ability to handle multiple tasks and interruptions with efficiency, calmness, and courtesy
7. Ability to handle difficult situations with tact and diplomacy: sensitive to confidentiality of information
8. Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) and ability to learn multiple database programs
9. Accuracy and attention to detail
10. Willing to disclose and certify all personal investment accounts, including any accounts held by your spouse, minor children, and immediate family members living in your household
11. Belief in the mission of Everence and willingness to gain a good general knowledge of Everence products and services with a preference for respect of Christian faith and Anabaptist values
12. Bilingual skills are a plus as they allow Everence to better serve our diverse clients, but they are not a requirement

SUPERVISORY RESPONSIBILITIES: None

SCHEDULE: Full-time, Monday-Friday, 8:30 am to 5 pm