Client Experience Associate

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Job Title:Client Experience Associate

Position Type: Full-Time

Position Level: Entry

Location: Newtown Square, PA

Travel Required: Twenty-five percent (local-during work hours)

Primary Function

Under the general supervision of the Client Experience Director, the primary responsibility of the role involves implementing a high-touch experience plan for a specific Advisor(s) practice at CREATIVE. The role includes planning, organizing, developing, executing, and coordinating, focusing on delivering an exceptional Client Experience to CREATIVE Advisors and their Clients. You will collaborate closely with assigned advisors, team members, and departments to maintain existing client relationships and assist with forming relationships with new firm clients.

Role and Responsibilities

• Build individual / Business households within A360° & eMoney, incorporating all data and documents provided by Clients and Advisors for comprehensive client profiles.
• Collaborate seamlessly with advisors, Wealth Advisory, and Financial Planning departments to identify, articulate, and achieve client goals and objectives.
• Introduce, educate, build, and deliver technology platforms to Clients.
• Troubleshoot and monitor technical support issues through eMoney/I360°
• Deliver compliance-approved reports to advisors and clients from eMoney or A360° to ensure transparency and regulatory adherence.
• Conduct quarterly client meetings with or without the advisor to review and align goals and objectives for the next steps in the financial planning journey.
• Delivery of exceptional Client Experience to both CREATIVE Clients and Advisors
• Conduction of systematic and accurate data collection activities, employing robust methodologies to gather, analyze, and organize relevant information for informed decision-making and strategic planning.
• Implementation of a high-touch concierge plan for all CREATIVE Clients
• Facilitate summarization of Business and Estate planning documents for Advisor/Client
• The renewal process is managed and completed on an annual basis.

Accountabilities and Measurements:

• Maintain and provide Advisors and their support with a detailed master control documenting all Client contact addressing any outstanding items every quarter. All business communication and activities must be reported within the Client's household on A360°
• 1:1 Bi-weekly meeting with the Client Experience Director
• Ability to establish and maintain relationships with both Advisors as well as the Client Experience Team
• Provide oversight and accountability to ensure important Client Experience goals are met.
• For the initial 90 days, the new hire must work in the office from Monday to Friday. After completing the trial period, they can work from home one day a week. Following one year of service, this allowance will extend to two days a week.

Qualifications and Education Requirements

• A bachelor's degree or at least three years of experience is desired.
• Valid driver's license and access to reliable transportation
• Proficient use of firm software and MS Office Suite
• Work well in a dynamic team environment and under pressure
• A consultancy mindset with the ability to anticipate needs and empathize with Clients.
• Commitment to deliver an exceptional Client experience and contribute to a team environment.

Job Type: Full-time

Pay: $40,000.00 - $45,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Experience level:

• No experience needed

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Work Location: Hybrid remote in Newtown Square, PA 19073