Senior Client Service Associate

Position Title: Senior Client Service Associate

Reports To: Wealth Advisor Team Lead

FLSA Status: Exempt

Department: CLTSRV

Summary

The Senior Client Service Associate (Senior CSA) demonstrates a high level of proficiency in all Client Service Associate functions, working with both new and existing client relationships, as well as internal Linscomb Wealth (LW) team members. Senior CSAs serve as an example and mentor for the entire Client Service team, offering training, guidance, and leadership on CSA practice standards and more complex client situations. Senior CSAs engage clients and LW professionals proactively, working closely with the LW Operations and Wealth Advisory teams, providing exemplary service at all times.

Client Responsibilities

• Works with clients to open and service portfolio accounts per request of the Wealth Advisors
• Attends meetings with clients as needed

Team Responsibilities

• Serves as a strong example for the CS Team, setting a high standard for proactive client and prospective client engagement
• Provides mentorship, guidance, and training for CS team members, assisting the CS Manager as needed with helping further develop CS team members and team best practices
• Helps champion firm and CS team policies, procedures, and best practices (Practice Standards), helping ensure an efficient service model for clients, prospective clients, and the firm
• Actively engages in available custodial, firm, and third-party training and continuing education programs to maintain superior knowledge needed to address more complex client situations
• Works closely with LW Wealth Advisors (WAs) to handle day-to-day client service needs of new and existing LW clients
• Handles incoming client calls and emails, determining the appropriate course of action and method of response, coordinating with the client assigned WA's and other LW team members, as needed
• Works with the WA and Operations teams to help facilitate new account paperwork and firm management agreements
• Engages with firm custodians (i.e., Charles Schwab, Fidelity) and other client professionals (i.e., CPAs, attorneys), as needed to complete client service-related tasks
• Prepares client communications/correspondence when necessary and generates various client portfolio and other reports as needed
• Compiles and distributes internal management reports for CS Manager or firm management, as needed
• Assists or manages complex client situations, including accounts with multiple layers or required level of engagement (i.e., trusts, business accounts, etc.) as they arise, exercising professional expertise and judgment, as needed
• Makes themselves available for mentoring and training, providing assistance in client situations requiring a higher level of experience and technical expertise
• Participates with CS Manager to help develop and evaluate team practice standards, ensuring the CS team is highly efficient and accurate in its work
• Actively participates in CS team meetings, helping lead discussions regarding CS practice standards and client engagement
• Engages with CS Manager and other LW team members on routine custodial calls and meetings, ensuring custodial service standards are at appropriate level and fully accounted for in CS team practice standards

Firm Responsibilities

• Understands and supports the firm's vision, mission, and strategy
• Supports department goals, priorities, and timelines, working in conjunction with firm goals and long-run, strategic plan
• Ensures there is a strong team culture, high degree of communication, collegiality, great service, and execution
• Stays apprised of LW firm policies, CS team practice standards, financial markets, and other related developments that impact LW and its clients
• Complies with all the firm's HR and Compliance policies

Degrees and Designations

• Bachelor's degree (B.A. or B.S.) from a four-year college or university, preferably with a degree in business, finance, or a related field
• No certificates or licenses required

Experience Requirement

• Seven or more years of experience in the area of Client Service
• Prior experience with Fidelity and/or Schwab custodial platforms
• Proficient with Microsoft 365 (Word, Excel, Outlook, PowerPoint)
• Experience with a CRM Database, Document Management software, or other Financial Industry software
• Stable work history

Skills Required

• Proactive and strong work ethic
• Excellent organizational skills
• Ability to multi-task, prioritize and meet deadlines
• Professional appearance and demeanor
• Ability to work well in a team environment within the Client Service team, as well as with team members in other departments
• High attention to detail and timely follow-through
• Strong communication skills - verbal & written

Supervisory Responsibilities

• Reviews, mentors, and trains CS team members
• Assists and directs CS team with regards to more complex client situations
• Provides consultation and recommendation to CS Manager and internal LW teams