Manager, Client Experience overseeing daily client journey touchpoints at Integris, shaping strategic technical roadmaps and enhancing overall client satisfaction.
About the role
- Partner Custodian Case Manager ensuring seamless account openings on the AssetMark platform. Focused on providing top-notch service to advisors and clients during account setup process.
Responsibilities
- Gain a comprehensive understanding of Partner Custodian account opening requirements, including deep knowledge of transfers and cost basis
- Executes on key performance measures such as accuracy, productivity, contact quality and availability
- Works closely with team and leader to ensure all workflow is handled for the day – 100% service level adherence mindset
- Puts the client first and focuses on the client experience when making decisions or handling resolution
- Ability to effectively manage time and priorities throughout the day
- Consistently looks for process improvements to improve client experience, reduce risk, eliminate waste and improve accuracy and productivity
- Seeks to know the “why” certain policies and procedures are in place versus blindly following steps or directions
- Reviews paperwork and tasks thoroughly, ensuring understanding of full picture and client intent
- Proactively questions and resolves any directions, instructions and/or forms that are not clear, executable and actionable
- Expert at timely Not in good order (NIGO) resolution – focuses on the best and fastest ways Advisors can resolve outstanding items
- Strong culture carrier for team and motivates/inspires others to action and execution
- Help executes Partner Custodian Team Strategy and Vision
- Is In It Together - Strong partnership with peers, specialized teams and their leaders
Requirements
- Superb oral and written communication skills
- Must be flexible and adaptable to the needs of the business
- Passion for service - complete understanding of client obsession and what it takes to go above and beyond “standard” expectations
- 0-5+ years of experience in the brokerage, banking or client service industry
- Ability to interpret a variety of instructions furnished in written or oral form
- Strong PC Skills (Excel, Word, Teams)
- Talent Advancement Program certifications – Financial Industry Fundamentals, Emerging Leaders, Process Excellence Course, Service Excellence (preferred)
- Series 6 or 7 license (preferred)
- 2-5+ years in the Financial Industry (preferred)
- Experience with change management (preferred)
- Proven leadership skills within a team or organization (preferred)
- Bachelor’s Degree (preferred)
Benefits
- Flex Time Off or Paid Time/Sick Time Off
- 401K – 6% Employer Match
- Medical, Dental, Vision – HDHP or PPO
- HSA – Employer contribution (HDHP only)
- Volunteer Time Off
- Career Development / Recognition
- Fitness Reimbursement
- Hybrid Work Schedule
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