Client Service Manager

Client Service Manager

The Client Service Manager is responsible for delivering a high level of service to Heffernan Financial Division clients and to the Advisors the Client Service Manager supports in the Division. The Client Service Manager is expected to enhance client relationships as well as be an advocate for each client. In all aspects of the position, the Client Service Manager must promote professionalism, have a positive attitude, and take a proactive approach to their role. Managing ahead of the Advisors day-to-day flow and staying on top of each client are of paramount importance. Client Service Manager must be highly conscientious, organized, and accurate in their work.

Responsibilities Include:

• Respond to all client requests as soon as possible.
• Update voicemail greeting message daily.
• Create, maintain, and update client and prospect accounts and agreements with LPL, CRM, and GRP as needed.
• Create, send, process, and follow up on all client paperwork (applications, investment advisory agreements, Investment Policy Statements, etc.) Send client all necessary supplemental/disclosure paperwork.
• Process client ACH/wire requests, move money requests, distribution requests, etc. in a timely fashion. Confirm all transactions were processed as requested.
• Utilize the CRM to manage and document all client activity.
• Prepare Advisors for all meetings (both clients and prospects). Schedule appointments for advisors, track in CRM, and confirm upcoming appointments. Confirm with client the meeting topics to be discussed, draft all necessary paperwork as needed, draft meeting agenda, reports, presentations, etc.
• Present prepared client reports to select Retirement Plan clientele and follow-up on any open items as needed.
• Assist in preparing Request for Proposals, as necessary.
• Assist in scheduling employee education for retirement plans. Complete follow-up to Sponsors.
• Prepare Advisors for all one-on-one employee education meetings for retirement plan clients. Complete all necessary follow-up to participants.
• Run, prepare, and send quarterly client statements following quarter end as needed.
• Save all client/prospect notes, applications, letters, documents, etc. in client folder on network.
• Contribute to team meetings and events in a positive manner.
• Take a lead role in strengthening and growing our team's relationships with clients.
• Assist with compliance related items and marketing materials.
• Follow our team's core values – being positive, humble, and collaborative.
• Actively support the Financial Services Division advisors in all team efforts, events, and functions. Act as a backup, when necessary, with the best interests of our team always in mind.
• Other duties and special projects, as assigned.

Requirements:

• Three plus years relevant working experience in the financial or investment management industry.
• Education – High School diploma or equivalent required.
• Series 65 or 66 registration required.
• Series 6 or 7 registration preferred.
• Knowledge of financial planning and investment strategy/structure preferred.
• Excellent communication skills required, both verbal and written.
• Must be able to establish and maintain effective relationships with colleagues, customers, and business partners.
• Proficient in MS Office – namely Outlook, Word, Excel.
• Professional demeanor and behavior are required, as referenced in Heffernan core values (Habits).

Compensation:

The base salary range for this position is $70,000.00 to $85,000.00. The offer will depend on the geographic region, job-related knowledge, skills, and experience, among other factors. This role will be eligible to participate in a discretionary annual incentive program.

Heffernan Habits (Expectations):

• Answer The Phone (And Email): Communication is the foundation of success in life, work, and relationships. It begins with being present and responsive to both clients and colleagues. Listen to what is said and notice what goes unsaid.
• Have Fun: Fun is something we don't shy away from, and participation brings us together on many different levels. Take the time to know your colleagues and let barriers fall away. If we are happy and enjoy time together, we will do a better job for our clients and for one another!
• Be Respectful: Lend a hand, be kind, and smooth the path. Respect is the cornerstone of developing and maintaining strong relationships. Lead with humility, take ownership of your actions, and ease the way for others. We are in this together as a team, as a family, and as trusted advisors to many.
• Do Good: This is our core. We strive to do good for our clients, our community, and our planet.
• Celebrate & Value Our Differences: "Because You're Different". It is our differences, when valued and amplified, that allow us to innovate, to learn, to connect, and to stand apart from the rest.

Working Conditions:

• Work environment is indoors, sitting at a desk or standing for extended periods of time.
• Daily use of computers, keyboard, mouse, headset, printers, and other commonly used office equipment.
• This position may require flexibility to work hours outside of a regular schedule.
• Ability to travel as necessary.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.