Client Service Coordinator

About Us

Fulcrum Wealth Management Group (Fulcrum) is a rapidly growing financial planning and advisory practice of Ameriprise Financial. We help our clients live simpler, more productive lives through a disciplined wealth management approach. Our strong team is a family with a culture based on our values:

• Family: We ensure clients feel they are a part of our family
• Integrity: We are radically transparent
• Growth: We help others get what they want out of life
• Leadership: We lead clients through important stages of life
• Health: We help you achieve financial, emotional and in turn physical health

We maintain 5 offices in 4 western states and support clients across the country.

The Role

This is a Client Service Coordinator role, supporting our Vancouver, WA and Portland, OR offices. This role will be the Director of First Impressions, acting as the first point of contact for all client interactions.

This role supports their assigned advisors assisting on all aspects of the advisor business and service model. They manage client contact to ensure complete client satisfaction with an emphasis on creating and delivering a unique client experience that defines and differentiates the practice.

Essential Duties & Responsibilities:

• Responsible for client and prospect appointment scheduling, confirmation, and management of advisor calendars.
• Manages client database in client relationship management (CRM) software including populating new client/prospect information, Client Service frequency, segmentation, updating client information, preferences, demographics, and other client notes including notes regarding client contact.
• Maintains client records by filing and organizing client information, forms and documents within Compliance Manual records retention and filing requirements.
• Provides support to advisors with prospect tracking, communications, data gathering, and onboarding.
• Initiates and facilitates regular contact with clients to build and maintain client relationships.
• Provides general administrative duties, such as answering office phones, preparing routine client correspondence, set-up of client files, copying/scanning, preparation, and processing of paperwork.
• Responsible for reviewing Advisor(s) emails and responding to general Client Service-related questions/issues.
• Answers client inquiries and provides readily available information to clients, if requested and as allowable, as it relates to servicing their accounts.
• Provides event support including invites, printed materials, confirmations, on-site/day of coordination, etc.
• Tracks and manages all incoming mail including completing daily mail log for compliance, written correspondence, and client communication.
• Processes/scans all checks into accounts.
• Assists in client gifting and “surprise and delight” gestures.
• Distributes marketing emails and other newsletters prepared for clients and prospects. Submits marketing information to compliance as needed.
• Greets visitors and guides to appropriate area or person.
• Maintains presentable office environment. Re-stocks and orders office supplies, coffee, water, etc. and décor as needed.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary.
• Composes and types routine correspondence.
• Accepts and performs other duties as assigned.Initiates and facilitates regular contact with clients to build and maintain client relationships, including client and prospect appointment scheduling, confirmation, responding to requests/inquiries and management of advisor calendars.

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.
• Written Communication – Writes clearly and informatively: Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Supports everyone's efforts to succeed.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Qualifications:

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made available to enable individuals with disabilities to perform the essential function.

Education and/or Experience:

Associate or higher degree from an accredited institution, college, or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations:

• No special requirements.

Language Skills:

Ability to read and interpret documents such as company policies, regulations and instructions, procedure and compliance manuals is essential. Ability to write routine reports and correspondence. Ability to speak effectively with individuals as well as groups of customers or employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Computer Skills:

To perform this job successfully, an individual should have knowledge of contact management systems and client relationship management systems, database software, internet software, word processing software, and presentation software.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to type and write. Employee is frequently required to walk, sit, talk, and hear.

Work Environment:

The work environment is typical office work such as you would find in a bank, insurance business, accounting firm, law firm, or other professional offices. There are no unusual or significant hazards and reasonable accommodations can usually be made.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus opportunities

Experience:

• Customer service: 1 year (Preferred)

Ability to Relocate:

• Vancouver, WA: Relocate before starting work (Required)

Work Location: In person