Client Services Representative

POSITION SUMMARY

Serve financial consultants, team members, and clients with excellence and professionalism. Provide exceptional client service and high-level administrative support to one or more financial consultants.  Project a warm and inviting image in welcoming guests to the financial consultant offices and credit union branch lobby. This role involves a significant amount of work with financial data and confidential client information. It requires a high level of accuracy and attention to detail.

RESPONSIBILITIES AND DUTIES

Administrative Services:

1. Handle multiple tasks and interruptions with efficiency, calmness, and courtesy while maintaining strong attention to detail.
2. Review and sort incoming mail daily. Send outgoing mail daily.  Maintain inventory of postage stamps.  Prepare large mailings for office and core market as needed.
3. Answer incoming phone calls for the Mount Joy office and transfer to the appropriate consultant/client service professional (CSP) or department; answer calls for other Central Penn core market offices as needed.
4. Maintain forms drawers, brochures, prospectuses, and sales material.
5. Maintain client files, check blotters, marketing and mailing lists, etc., as needed.
6. Scan and upload documents to maintain electronic client files using OnBase.

Hospitality Services:

1. Greet clients/members in a friendly, professional, and timely manner; direct to the appropriate location/consultant or assist as needed.
2. Ability to communicate effectively and relate well with contacts/clients.
3. Oversee general facilities matters such as keeping the front office and kitchen areas clean, neat, and well stocked; watering plants; and ordering office supplies.
4. Be available to open and close the front lobby each day.
5. Maintain daily appointment lists and conference room schedules.

Client Services:

1. Prepare for and follow up on client appointments which may involve organizing appropriate files and necessary paperwork; creating and updating consolidated statements; and reviewing, processing, and following up with paperwork as needed after the appointment (same day or by consultant instruction.)
2. Utilize various software programs as needed to effectively manage client data, prepare reports, and assist consultants in client appointment preparation and research (CRM, E-money, Docupace, Albridge, LaserApp, InnoTrust, OnBase, insurance illustrations, etc.)
3. Manage client database to offer routine review appointments by phone, mail or email, with consideration to consultant recommendation, client classification system, service standards, and client preference.
4. Enter notes in CRM documenting client conversations between client and self, client and consultant, and all other relevant activity.
5. Field incoming calls and assist clients when consultants are not available, as able.
6. Other duties and responsibilities as assigned by Support Staff Supervisor.

QUALIFICATIONS

Experience:

One or more years of experience in an administrative/support role is preferred; however, we would be willing to train.

Skills and Abilities:

1. Ability to maintain confidential information.
2. Proficiency with Windows-based software and Microsoft Office Suite.
3. Strong and careful attention to accuracy, details, and organization, along with the ability to perform tasks within stringent timeframes as required for compliance purposes.
4. Self-motivated with desire to take initiative, dependability.
5. Demonstrated client service focus.
6. Exceptional time management.
7. Excellent verbal and written communication skills including a pleasant phone presence.
8. Ability to build positive relationships with a wide range of personalities.

SUPERVISORY RESPONSIBILITIES: None