Client Concierge
Position Description:
Step into an instrumental role. Help conduct the smooth operation of a fast-paced—and friendly—financial planning office in Appleton, WI. Work as an employee of an independent advisor franchisee with a financial advisory practice of Ameriprise Financial.
The Client Concierge is responsible for supporting our teams by serving as the primary contact for clients, assisting them with their inquiries, resolving issues, and ensuring their needs are met promptly and efficiently. The Client Concierge is expected to deliver a world-class customer service experience. This position will consistently follow high standards of business and professional ethics and legal and regulatory requirements when dealing with others and/or performing work activities.
Responsibilities and Time Allocation – Will change over time to meet the needs of the practice and can include other duties as assigned.
80% -- Client Service
- Responsible for the client’s first and ongoing impressions of the practice which includes communication of the Ameriprise Client Experience, greeting clients and extending hospitality.
- Serve as the main point of contact for clients, responding to all phone and email inquiries within 1 business day.
- Create and utilize reports and dashboards in CRM.
- Implement client segmentation strategy (proactive contacts/meeting scheduling) to consistently execute a contact model for each segment.
- Monitor open tasks for all client relationships, paying special attention to any sensitive items.
- Meeting preparation and follow up. Responsible for preparing all elements required for a client meeting, including document preparation, and briefing the advisor on any client information or key events. This function is also responsible for pre- and post-meeting communications to clients.
- Responsible for preparation and completion of applications and service agreements. Ensuring all paperwork is in good order prior to submission.
- Ensuring all filing and organizing of client data, records, and forms in adherence with compliance records retention guidelines. Also responsible for updating and maintaining CRM data.
- Scheduling and rescheduling client meetings
- Manage client event acknowledgements (milestone birthdays, anniversaries, funerals, etc.)
- Complete tasks and projects related to client service
20% -- Office Management
- Maintain office supplies
- Mail handling
- Maintain schedule of office use
Key Traits of a Successful Client Concierge
- A natural leader
- High level of interpersonal skills
- Demonstrated customer service experience
- Excellent organizational skills and attention to detail
- Process driven
- Excellent verbal and written communication skills
- Effective and efficient time management
- Positive attitude and sincere willingness to constantly learn and grow
Schedule
- This position requires the ability to work 5 days per week in office. Monday through Friday, 8:00 a.m. to 5:00 p.m.
