Client Service Manager

Primary Job Functions

New Client Onboarding

• Gather required documents. Review all documentation to ensure completeness and accuracy.
• Open new client accounts across all relevant platforms (SF, Orion, and Custodial Systems).
• Ensure all client data, including contact information, account details, and preferences, is accurately entered and consistent across all platforms.
• Act as a primary point of contact between the client, financial advisor, and custodial or operational teams during onboarding.
• Proactively communicate with the client to guide them through the onboarding process, answer questions, and provide status updates.

Client Relationship Management

• Act as the primary point of contact for clients, fostering trust and long-term partnerships.
• Develop a deep understanding of each client's preferences and unique circumstances.
• Provides timely responses to client inquiries, ensuring a high level of service.
• Facilitate periodic account reviews for Financial Advisors to discuss performance, strategy, and completes necessary adjustments.
• Address and resolve client issues, such as account discrepancies, service errors, or escalated issues.
• Ensure all client interactions adhere to regulatory requirements and company policies.
• Maintain up-to-date and accurate client records to support compliance and audit requirements.

Client Review Prep and Follow Up

• Collect relevant account information, including performance reports, portfolio holdings, transaction history, and tax documentation, if applicable.
• Ensure the client's Financial Plan is up to date.
• Review meeting notes for the respective advisor (in outlook) for pending action items and correspondence to address any unresolved issues.
• Prepare the client review packet, including account summaries, performance reports, and any other required documents.
• Once review has been completed, ensure to update Salesforce with the meeting notes provided by the advisor.

Industry/Company Knowledge

• Stay informed about regulations and industry trends that directly affect operational processes.
• Develop an understanding of the operational requirements for WEG's financial products, including Equities, Fixed Income, Alternative Investments, Separately Managed Accounts, and Donor Advised Funds.
• Attends bi-weekly ATO calls and shares updates with the team in a clear and organized format.

Team and Corporate Support

• Act as a resource for client service team by sharing expertise, mentoring junior team members, and providing guidance in complex cases.
• Lead by example, demonstrating best practices for client service, operational processes, and problem solving.
• Provide ongoing training and updates to the team regarding new procedures, products, or system enhancements.
• Monitors operational efficiency and recommends process improvements to reduce errors and increase productivity.
• Regularly updates the team on corporate announcements, procedural changes, and compliance updates.
• Provides feedback from team discussions or operational challenges to corporate leadership to improve policies and procedures.

Improve Service Quality by Using AI and Digital Tools

• Use approved AI and digital tools to simplify work, improve service quality, and increase efficiency, while validating outputs for accuracy, privacy, and business alignment
• Identify and escalate inaccurate information and knowledge gaps, or issues related to digital tools

Education/Qualifications

• Bachelor's degree or equivalent required, demonstrated through one or a combination of the following: work experience, training, military experience, or education
• 2+ years of industry experience, specifically in Wealth Management - Client Servicing
• Strong written and verbal skills to communicate with clients and team members
• Proficiency with Microsoft Office Suite (Outlook, Word, PowerPoint, Excel)
• Experience with Salesforce, Orion, Fidelity, or Schwab is a plus
• Ability to work with deadlines, be flexible under pressure and prioritize or delegate work
• Ability to streamline workflows, enhance client experience, and ensure regulatory compliance.
• Accuracy in handling transactions and managing account opening
• Demonstrates industry and product knowledge with the ability to mentor others on knowledge
• Proven success managing client relationships with High-Net-Worth Clients
• Exceptional interpersonal skills to manage client onboarding, ongoing service, and issue resolution.
• Proficient at using AI and digital tools

Pay and benefits

W EG hires employees and makes decisions about their salary qualifications based on factors such as: the role to be performed; educational and professional experience, qualifications, skills and credentials; tenure, cost-of-living and demand for the role in the applicable market. To comply with state pay transparency laws, we must disclose the entire salary grade. The entire salary grade for those who are classified as the Associate level is $51,450.00 to $126,000.00. However, the base salary range bolded above ($100,000.00 to $110,000.00) is what we expect to pay as a starting range for this position.

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Comprehensive Benefits Offerings

Our benefits aim to balance four key elements that make life and work meaningful: health and wellness, financial well-being, professional development, and work/life harmony. You may be eligible to participate in the following benefits & development opportunities:

• Training and professional development
• Medical, dental and vision coverage (Available to full-time employees and their families)
• Health Savings Account (HSA) with employer contribution and Flexible Spending Accounts (FSA) for medical, dependent, and transit expenses
• Life and AD&D insurance - employer paid and voluntary options
• Short-term and long-term disability, workers compensation - employer paid
• 401k with match and profit sharing
• Wellness programs and resources
• Voluntary benefits, including pet insurance
• 18 days of paid time off (PTO), accrued annually (25 PTO days after 4 years of service)
• 12 paid holidays each year (10 pre-determined and 2 floating days)
• Paid parental leave and paid caregiver leave (Caregiver leave available after 6 months of tenure)
• Reimbursement for tuition, licensing, and other credentials (Available after meeting service requirements)

Information provided on this application will be kept confidential and only be shared with those involved in the selection process.

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Requirements: This position requires the ability to stand or sit for long periods of time, file documents in high or low cabinets, to use the telephone and to use the computer systems.

• Wealth Enhancement may use artificial intelligence (AI) tools to assist in the initial screening of resumes.
• All AI-supported evaluations are reviewed by our recruitment team to ensure accuracy and fairness.
• Your personal information is handled in accordance with applicable data protection laws.