Job Description

DUTIES and RESPONSIBILITIES:

• Providing dedicated one-on-one support for the client throughout the inheritance process leveraging effective relationship management skills
• Proactively communicating with clients by phone and or email to provide a high level of service, transparency, and empathy to clients and beneficiaries.
• Process & follow up client service requests to ensure completion in a timely manner • Set appropriate expectations with clients and beneficiaries for requests, in line with internal Service Level Agreements, and ensure consistent follow-up
• Provide world class customer service to both internal and external clients in all interactions
• Research and resolve problems with both internal and external clients accurately and in a timely manner
• Leverage Firm systems and ensure all case interactions are appropriately entered and documented
• Actively manage, monitor, and document daily case load by utilizing various technology resources • Apply Firm verification policies for all clients to avoid identity theft and fraudulent activity
• Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to processing and all interactions to ensure risk mitigation

EDUCATION and or EXPERIENCE:

• College degree preferred • 3-4 years financial services industry experience preferred including client service interactions, and knowledge of estates, trusts, and retirement plans, account opening and asset distribution processes Knowledge/Skills:
• Basic clerical and administrative skills
• Effective written and verbal communication skills • Excellent interpersonal and client service skills
• Organizational skills, attention to detail and excellent follow up skills
• Ability to research and resolve problems and service inquiries and escalate when appropriate
• Ability to efficiently handle a high volume of requests in a fast paced environment • Strong computer skills including Microsoft Suite
• Be self-motivated and able to work in a strong team and high activity environment.

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