Main Responsibilities and Required Skills for a Client Service Associate
A Client Service Associate is a professional who plays a crucial role in ensuring client satisfaction and maintaining strong relationships between a company and its clients. They serve as a bridge between the organization and its customers, handling various inquiries, providing support, and delivering exceptional service. In this blog post, we will describe the primary responsibilities and the most in-demand hard and soft skills for Client Service Associates.
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Main Responsibilities of a Client Service Associate
The following list describes the typical responsibilities of a Client Service Associate:
Act with
Act with integrity and respect in all situations.
Analyze
Analyze client data to identify patterns or trends.
Assemble
Assemble required documentation as requested in preparation for client meetings.
Assist with
Assist advisors with meeting preparation and action items that follow.
Assist clients in navigating products or services.
Assist clients with Portfolio Online.
Assist IA with tracking and analyzing key business activities.
Assist in client meeting preparation for progress reviews.
Assist in maintaining the maintenance and appearance of the office and its facilities.
Assist in preparation of consolidated performance reporting on a monthly / quarterly basis.
Assist in resolving billing or payment-related issues.
Assist in the development of client service strategies.
Assist in the scheduling of client appointments.
Assist the Family Office Operations Managers as needed.
Assist with client communication and follow up tasks.
Assist with clients reporting needs.
Assist with data collection for risk / compliance reporting.
Assist with file coordination for quarterly administrative & investment reviews.
Assist with marketing efforts and plan client events.
Assist with online support for various client-facing applications.
Assist with sales team initiatives from a subject matter expert standpoint.
Assist with tax coordination including interaction with tax preparers.
Assist with the change management administration and communication with clients.
Build
Build mutually beneficial long-term relationships.
Built
Built inspiring demos, guides, and sample apps to inspire developers.
Collaborate with
Collaborate with sales teams to identify new opportunities.
Collaborate with the marketing team to develop client communication materials.
Collaborate with your team members with the singular goal of providing excellent client service.
Communicate
Communicate performance expectations clearly and consistently with teams.
Communicate with clients on a daily basis regarding stock quotes, buy vs.
Complete
Complete securities processing for purchases and redemptions.
Conduct
Conduct certain compliance program tests.
Conduct client satisfaction surveys and gather feedback.
Conduct market research to understand client preferences.
Conduct other administrative related tasks and projects as needed.
Conduct product/service demonstrations for clients.
Confirm
Confirm prescriptions for all prescription diet foods sold.
Contribute to
Contribute to overall deliverables and strategies of the team on a variety of metrics.
Coordinate
Coordinate asset transfers and manage cost basis updates on securities.
Coordinate state, SEC, and FINRA licensing.
Coordinate with custodians to ensure client accounts are properly set-up and maintained.
Coordinate with internal teams to address client needs.
Create
Create reports and assist in analysis of client accounts.
Create reports for analysis of client accounts.
Deliver
Deliver a legendary (gold standard) client experience.
Determine
Determine nature of injury / illness and attempt to reassure distressed pet owners.
Determine whether vaccinations / tests are current.
Develop
Develop and maintain relationships with clients and prospects.
Develop and maintain strong client relationships.
Document
Document and update processes and procedures necessary to meet client needs.
Document, Business account documents, Collateral, other loan documents, etc).
Draft
Draft and prepare correspondence to clients / custodians.
Engage
Engage daily contact with our busy wealth management clients.
Ensure
Ensure all client requests.
Ensure all documents are complete and accurate prior to submitting to WM Operations for processing.
Ensure all suitable and required account documents are acquired and updated.
Ensure compliance with company policies and regulations.
Ensure documentation of all pertinent activities in CRM and imaging systems.
Ensure joint ownership of goal setting, commitments, and accomplishments.
Ensure necessary due diligence to support the accuracy of all customer transactions / activities.
Ensure POs are in line with forecast and contract adherence.
Ensure shift hand-offs are complete and comprehensive.
Ensure the optimal level of customer service and integrity is provided.
Ensure the timely & accurate completion of development and operational change requests.
Ensure work items are complete in a timely manner.
Enter
Enter orders for security trading and buying and selling of our internal investment solutions.
Escalate
Escalate any issues with the application process to the financial advisor to ensure completion.
Escalate issues when appropriate and offer solutions to problems.
Escalate issues where appropriate.
Establish
Establish and maintain a professional development career plan.
Exceed
Exceed our clients' expectations by delivering an above and beyond onboarding process.
Execute
Execute market orders and respond to client enquiries promptly and accurately.
Execute on ad hoc bill-paying and set up of recurring payments.
Execute on client products and services with the utmost in accuracy.
Execute the more complex transactions required to support the high net worth client portfolios.
Execute work flow accurately and efficiently per guidelines and training.
Facilitate
Facilitate IRA Required Minimum Distributions and Roth IRA Conversions.
Facilitate resolution of issues impacting OTD.
Focus on
Focus on supporting basic client support requests, and project managing assignments.
Follow
Follow hospital policies regarding patient admittance.
Follow through to completion utilizing paperless procedures (including eSignature) where available.
Follow-up
Follow-up and resolve issues from obtaining APS with all stakeholders.
Foster
Foster a positive and professional client service culture within the organization.
Gather
Gather and prepare necessary information for advisory meetings with clients.
Handle
Handle miscellaneous operational activities and projects (e.g., scanning documents).
Help
Help conduct the smooth operation of a fast-paced—and friendly—financial planning office.
Help to identify any learning needs of CSAs in a given program.
Help us shape our voice around important social & cultural matters.
Identify
Identify and informs the CIS where potential cross sell opportunities exist.
Identify and solve reconciliation questions around PMA.
Identify client problems, provide solutions, and own the relationship from start to finish.
Identify complex problems and formulates the most appropriate solution.
Identify opportunities for process improvements.
Implement
Implement internal Lean capacity through a shared Lean Vision.
Initiate
Initiate and carry on meaningful and interesting conversations with high net worth clients.
Initiate proactive follow-through on all account management actions.
Input
Input all cash processing functions.
Input proposals for clients into template.
Interact with
Interact with clients to address or best direct questions and inquiries.
Interact with Frontline service providers, Site management teams and internal departments.
Investigate
Investigate and resolve issues, complaints, and requests from clients, custodians and / or advisors.
Keep
Keep others informed and up to date.
Know
Know and adhere to processing SLAs within the various areas of WM Operations.
Maintain
Maintain accurate and up-to-date client records.
Maintain accurate records of all customer files / calls & correspondences between 3rd parties.
Maintain all account and client information on trust accounting system.
Maintain client contact during the financial planning process.
Maintain client files, updating their status to ensure company's database is up to date.
Maintain complete client files and ensure documentation is in good order.
Maintain complete client files / service levels and ensure documentation is in good order.
Maintain continuous compliance with industry regulations and TDBF / PIC policies and procedures.
Maintain CRM (customer relationship management) database with a high level of accuracy.
Maintain marketing materials & mail outs via Marketing Express.
Maintain proper documentation of telephone calls.
Maintain strong product knowledge to assist clients effectively.
Maintain well-documented files in good order.
Manage
Manage 4-6 client events annually.
Manage account closing process.
Manage all aspects of gifting (cash, in-kind, gift letters, Crummey letters).
Manage and prioritize multiple client requests.
Manage client needs in a timely and accurate manner.
Manage multiple projects simultaneously with a high degree of competency and quality.
Meet
Meet the department standards for productivity and quality.
Meet the personal qualification standards set for provincial insurance licensing.
Monitor
Monitor and track client accounts and transactions.
Monitor customer orders from receipt to shipment.
Obtain
Obtain a favourable overall assessment from the Prevue Assessment evaluation.
Offer
Offer seamless administrative and operational support.
Organize
Organize and participate in client meetings or presentations.
Oversee
Oversee and recommend best practices, and educate others on their implications.
Participate in
Participate fully as a member of the team and contribute to a positive work environment.
Participate in client and internal meetings as directed by Family Office Executives.
Participate in LEAN problem solving initiatives to support client care and delivery.
Participate in the planning and development of new processes and marketing strategies.
Perform
Perform duties and responsibilities specific to department functions & activities.
Plan
Plan and organize prospect and client appreciation events.
Prepare
Prepare and verify accuracy of mutual fund trade orders.
Prepare charge-off forms when necessary.
Prepare client paperwork as required.
Prepare client reporting and meeting packages.
Prepare documentation and provide updates to IAs in preparation for client meetings.
Prepare, organize and send outgoing post.
Prepare presentation materials for portfolio reviews and new business presentations.
Prepare reports on client activity and trends.
Process
Process beneficiary changes.
Process client orders and ensure timely delivery.
Process client service issues by phone and / or in person.
Process driven, and at ease with technology and client account.
Process Online Tax Payments.
Provide
Provide accurate, organized and efficient administrative support.
Provide administrative support (answer telephones, prepare correspondence, maintain files).
Provide back-up responsibility for inputting or approving cash processing transaction functions.
Provide consistent service and keep clients informed on status of all outstanding enquiries.
Provide documentation for Annual Review Suite.
Provide exceptional "meet and greet” first impressions to clients and / or prospective clients.
Provide fulfillment services for clients.
Provide market quotes and track Dividends, RSPs, RIFs.
Provide Naviplan administrative support to CPM when producing client financial plans.
Provide outstanding client service while demonstrating empathy and problem-solving skills.
Provide overall customer service support to clients.
Provide product/service information to clients.
Provide superior customer service related to Federated's products and services.
Provide support during client events or conferences.
Provide training and orientation for new CSAs as part of the onboarding process.
Provide training, coaching and / or guidance as appropriate.
Receive
Receive and triage information in accordance with defined timelines.
Recommend
Recommend enhancements or modifications to products/services based on client feedback.
Recommend update of necessary vaccinations / tests to clients.
Reconcile
Reconcile portfolio management fees for separately managed accounts.
Relay
Relay all necessary information to the veterinarians and technicians.
Research
Research and analyze fees.
Research and resolve overdraft situations.
Research products, pricing, and complex issue resolution.
Resolve
Resolve all policyholder questions and requests in a friendly and professional manner.
Resolve basic account problems and questions.
Resolve client issues or complaints effectively.
Resolve customer requests, questions and concerns while focusing on customer satisfaction.
Respond to
Respond to client inquiries promptly and professionally.
Respond to incoming phone calls from existing and potential clients.
Retrieve
Retrieve and modify stored records.
Review
Review and update client information as needed for client review meetings.
Review corporate financial statements and income-splitting scenarios for joint corporations.
Seek
Seek ways to improve and enhance products / processes.
Send
Send periodic client correspondence.
Send update meeting letters.
Set-up
Set-up statement and tax letter recipients.
Share
Share expertise of position relevant information and any changes discovered.
Stay updated on
Stay updated on industry trends and competitors' activities.
Submit
Submit marketing pieces for approval and compile client information packages.
Submit requests to have assets transferred to client.
Support
Support an inclusive and diverse workplace.
Support back-office initiatives and / or core projects that support Advisory teams.
Support best-in-class onboarding experience for new employees.
Support for the Client Advocate Group.
Support of audit and annual report process.
Support the account reconciliation process.
Support the rollout, upgrades, and provide in depth knowledge of.
Support the sales team in the achievement of department objectives.
Support the timely and accurate completion of business processes and procedures.
Take
Take personal ownership and accountability of the work assigned.
Train
Train and onboard new clients on company offerings.
Train new staff in department processes and procedures.
Troubleshoot
Troubleshoot platform-specific and technology-based issues.
Understand
Understand plan administrator's tools, dashboards and systems regarding PMA.
Understand TDW PIA Product offerings and unique investment instructions.
Update
Update and maintain open items lists as needed.
Update pricing on alternative assets.
Upsell
Upsell or cross-sell products or services to clients.
Use
Use insights to continually improve individual and team performance for clients.
Utilize
Utilize carrier software for quotes / illustrations, where applicable.
Utilize software as a check for medical requirements as applicable.
Utilize VON Lean practices to guide decision making and improve processes.
Work with
Work closely with the finance team to ensure accurate invoicing.
Work collaboratively in a team environment.
Work collaboratively with team on refining recruitment strategy and processes.
Work often exposes Client Service Associates to unpleasant odors and noises.
Work with internal partners to resolve issues and get answers.
Work with team, business partners and clients to provide and promote quality service solutions.
Write
Write / manage emails and place / receive calls from clients, media, staff and others.
Most In-demand Hard Skills
The following list describes the most required technical skills of a Client Service Associate:
Proficiency in customer relationship management (CRM) software.
Strong knowledge of the company's products or services.
Excellent data analysis and reporting skills.
Ability to navigate and utilize various software applications.
Technical troubleshooting and problem-solving abilities.
Familiarity with sales and marketing techniques.
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
Knowledge of project management methodologies.
Understanding of financial and accounting principles.
Ability to interpret and analyze complex data sets.
Experience in using help desk or ticketing systems.
Proficiency in social media platforms for client engagement.
Knowledge of e-commerce platforms and processes.
Familiarity with inventory management systems.
Proficiency in conducting online research.
Understanding of contract management and negotiation.
Knowledge of regulatory compliance requirements.
Ability to perform basic website maintenance and updates.
Strong presentation and public speaking skills.
Familiarity with customer satisfaction measurement tools.
Most In-demand Soft Skills
The following list describes the most required soft skills of a Client Service Associate:
Excellent verbal and written communication skills.
Strong interpersonal and relationship-building abilities.
Active listening and empathy towards client needs.
Problem-solving and critical-thinking skills.
Ability to work effectively in a team environment.
Adaptability and flexibility in fast-paced environments.
Time management and organizational skills.
Attention to detail and accuracy in work.
Positive and professional attitude.
Conflict resolution and negotiation skills.
Conclusion
A Client Service Associate is responsible for delivering excellent service, managing client relationships, and addressing their needs effectively. By possessing a combination of technical expertise and strong soft skills, Client Service Associates can navigate diverse client situations, provide personalized solutions, and ensure client satisfaction. This role requires a unique blend of technical proficiency, communication abilities, problem-solving skills, and a customer-centric mindset. Developing and honing these skills will enable Client Service Associates to thrive in their profession and build long-lasting client partnerships.
