Full job descriptionClient Service Manager - For a Financial Planning Practice
About us
Caliber Wealth Management is a small business in Overland Park, KS 66211. We are challenging and fun.
Our work environment includes:
- Regular social events
- Safe work environment
Client Service Manager (CSM) Job Description
Caliber Culture:
At Caliber, we make the complex simple. Our advisors guide clients in managing their personal or small business finances through thoughtful conversations, meaningful connections, and top-of-industry management and strategies. We believe that everyone has a personal definition of wealth, and our first responsibility is to discover what it means to them. Through skillful guidance and an unwavering commitment, we navigate the journey alongside each client to ensure a 5-star relationship for the lifetime of their Caliber experience.
Caliber’s culture blends genuine care, teamwork, and meaningful connections between teammates into a vibrant and supportive work environment. We celebrate resilience and collaboration, both personal and professional milestones, and support each other during challenging times. These acts embody our spirit of synergy and camaraderie. Together, we cultivate a powerful work environment that prioritizes personal well-being, career visioning, and balance between work and life, allowing our team to be well, live well, and best serve our family of clients.
Job Title: Client Service Manager (CSM)
Reports to: Director of Service Delivery
Compensation:
· Salary: $55-$65K
· Bonus: $3-5K
· PTO: 15-20 days
· Company Holidays: 10
· Benefits: $300/mo. credit for medical coverage
PRIORITY OBJECTIVES:
· Client Relationship Management – provide support for at least 350 Caliber Households/Clients and their corresponding Advisors. Act as co-primary point of contact for clients, addressing inquiries, concerns, and requests.
· Client Retention & Satisfaction – monitor client satisfaction and proactively address any issues or concerns alongside Department Director to ensure high levels of client retention.
· Reporting & Tracking – prepare and deliver scheduled reports in full and on time. Correspond with Service Delivery Team and Advisors to address all items.
· Team Collaboration – collaborate with internal teams, including operations, compliance and Department Director to ensure seamless service for clients.
· Continuous Improvement – continuously seek opportunities to enhance client service processes, streamline workflows, and improve overall efficiency. Actively participate in required professional development and training to remain in good standing with industry compliance standards.
Organization
· Claim and clear all Alerts in Alerts Portal for the Advisors you support - Daily
· Link all correspondence in CRM – manage Unlinked CRM
· Reporting & Tracking – proactively address actionable items.
· ‘Zero out’ tasks by end of each week
· Meeting Prep – see schedule below
· Prompt follow up with clients to confirm inquiries and requests.
Client Onboarding – facilitate onboarding process start to finish:
· Client Profile Setup
· Account Setup
· Ancillary forms
· Everplans
· Client Access Setup
· GPM Data Entry
· Account Transfers
Account Maintenance – track and complete all requests/tasks via Outlook Tasks synced to CRM
· ROTH Conversions
· Excess IRA contribution removals
· Establish Dividend Reinvestments
· Life Insurance Quotes
· Rebalance Tool Model & Linking
· Death and Divorce settlements
· Basic trades to meet cash needs/distributions
· 401K Rollovers
· Annuity Surrenders/processing
· Donor Advised Funds – setup & servicing
· Security-Based Loan Applications – setup & servicing
· Enhanced Savings Program – setup & servicing
· Qualified Charitable Distributions
Client Inquiries & Advisor Requests
· Complete Advisor requests by designated due date or within 24 hours of request if due date is not noted.
· Same day response to all client inquiries received before 3pm.
· Money Movement Requests to meet cash needs.
· Manage and track client inquiries from start to finish –
· Review previous meeting notes to identify outstanding inquiries and prep for upcoming meetings
Regular Reporting & Tracking
· Weekly
o Service Activity & Calendars
o Prospect & Client Onboarding Workflow
o Rejected documents and resolution
o Insufficient Funds Report/Periodic Payment lookahead including negative cash balances.
o High Cash Balance Report – Discretionary Managed Accounts
o Outstanding DocuSign
o Client Onboarding Approvals
o Alerts Portal – address all active alerts with plan to claim and resolve
· Monthly
o Prudent Process report 3rd Monday of each month (Q3 and Q4)
o RMD reports 1st Monday of each month (Q3 and Q4)
o Update and address Active Wealth Advisory Plans and plan payment Report
o Submit to HO the Wealth Advisory Service (3010) tracking report for billing.
o Low-Trade Reports
o Documents Due Report – review and communicate plan of action to complete/resolve
· Annual
o Q1 - In Jan and Dec each year, pull IRA funding reports to look for Roth IRA funding opportunities for current and previous year
Recurring Meetings
· Daily Check-In with Director of Service Delivery – 1 hr total/week
· Weekly 1:1 with Advisors
· Weekly Service Delivery Team meeting
· Bi-weekly 1:1 with Director of Service Delivery
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Parental leave
- Vision insurance
Compensation Package:
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Overland Park, KS 66211: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Work in a Financial Planning Practice: 1 year (Required)
Work Location: In person
