Position Overview:
Responsible for overseeing the various aspects of client service to serve the principal and their family in the most efficient and careful manner and for designing and implementing processes and procedures to enhance the efficiencies of the family office. The position also provides administrative support to team members and clients by performing a variety of complex duties in the areas of client service, investment management, office administration and/or accounting to support the team in serving and assisting clients.
Principal Accountabilities:
Client Service
- Serves as “first responder” to client requests and concerns.
- Responsible for all procedures and follow-up necessary to service financial accounts (e.g., processes applications, deposits, withdrawals, transfers, alternative investment subscription documents, capital calls, and tender offers; prepares and delivers client and investment reports).
- Gathers, records, and processes pertinent information from clients or financial institutions for record maintenance, new account applications processing, transactions, or further analysis by other team members.
- Initiates and monitors administrative details to service client’s accounts and goals.
- Prepares requested client or investment reports and spreadsheets in a timely manner.
- Works in conjunction with Advisors and/or Financial Planners to initiate and organize client meetings, follow-up on meetings, and respond to client inquiries regarding actions taken to accomplish goals.
- Answers incoming calls and emails in a professional manner, providing routine information or referring to the appropriate team member when needed.
- Proactively plans for and responds to urgent needs.
- Responsibilities may include: opening/closing accounts, processing money movement, etc. while adhering to the terms of applicable trust documents as well as the Family Office Policy.
Operations and Compliance Support
- Effectively utilizes CRM and DMS systems to maintain accurate electronic database of prospect and client information, including maintaining up-to-date electronic file systems for correspondence, reports and reference material, confidential and non-confidential material, in accordance with compliance guidelines and regulations.
- Assists the Company’s Accounting Department in monitoring activities, addressing items of concern to ensure issues are handled in an appropriate and timely manner.
Administration Oversight
- Provides administrative support to the Division and/or team in a manner consistent with service standards, including:
- Manages quarterly client billing and generates invoices in an active and timely manner.
- Coordinates the scheduling of and preparation for team/client appointments and meetings.
- Manages expense reporting process in a manner consistent with Finance procedures.
- Performs some accounting functions such as accounts payable and receivable as required.
- Collects and processes outgoing mail, operating related machines, and distributing all incoming mail to appropriate team members in a timely manner.
- Actively builds efficiencies and effectiveness into administrative and clerical tasks.
Qualifications:
- Strong ability to run and/or oversee multiple related and unrelated projects simultaneously
- Keen focus on overall client engagement and exceptional client satisfaction levels
- Desire to serve clients and co-workers with excellence
- Ability to establish and maintain strong rapport with clients
- Proven business mathematical skills and keen attention to detail
- Proven technical, analytical, and problem solving skills
- Strong communication skills, both verbal and written
- Strong organization skills and systems acumen
- Proactive planning, discernment, and responsiveness to urgent needs
- Capability to excel in a team environment as well as working independently
- Aptitude and passion for learning new things quickly with a strong work ethic
- Demonstrates maturity in interpersonal interactions and strong followership - is open, adaptable and exhibits flexibility and adaptability to changing needs.
- Positively contributes to a healthy, productive work culture and is not intimidated by strength in others, by actively displaying and encouraging a servant mentality and team-mindedness.
- Personal integrity and ability to discreetly handle confidential data
- Adept at prioritization with ability to complete multiple time-sensitive tasks
- Excellent computer skills with strong proficiency in Microsoft Excel and Word
Education, Experience & Skills:
Bachelor’s degree is required, preferably in Management, Business, Finance, and Accounting or a related field. Minimum of three (3) years’ prior experience in operations support, office management, client service, investments, administrative support, family office, trust operations, or accounting experience is required.
