Client Relationship Officer

4/1/2018
LVM Capital Management
Charles Prudhomme
7840 Moorsbridge KALAMAZOO, MI 49024 Phone: 2693218120
cprudhomme@lvmcapital.com
Email
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Purpose

The purpose of this role is to serve as a meeting preparation and client support resource to Wealth Advisors. This position will provide a shared service to all offices, across multiple geographic locations and act as an essential link between the Advisors and internal support functions.

What we seek in a candidate:

• Proven ability to prioritize, self-manage and proactively solve problems.

• Proficient at documenting actions in CRM

• Detailed in following up on open tasks

• Excellent verbal and written communication skills

• Proficiency in all Microsoft applications (Office) and able to learn company specific software; i.e. Axys, Moxy, Morningstar Advisor Workstation, BNA tax planning, Naviplan

• Familiarity with RIA custodians such as TD Ameritrade and Schwab

• High energy, warm, and confident style when dealing with clients and co-workers and genuine desire to help people

• Superbly organized and seeks to follow structure, processes, and procedures

• Collaborative, coachable, team player

Role Responsibilities

Assist Advisors with several important elements of the financial planning process, including, and not limited to:

Frequently reach out to clients or prospective client to collect personal financial statements, insurance documents, income tax returns and estate documents

Work collaboratively with Advisors & Delegated Planning throughout the planning process to ensure that comprehensive financial plans are completed accurately and promptly

Aid Advisors in relationship management, including scheduling review meetings, working with client support team to complete recurring tasks and maintaining inter-team communication regarding changes to existing and new client statuses

Serve as client service representative for LVM Wealth Managers

Work collaboratively as Client Relationship Officer within Client Service Team

Provide administrative and client support for Michigan Office and back up to Florida office

Has responsibility for preparation for client meetings, including account paperwork preparation and preparing WM meeting presentation materials

Prepares and delivers correspondence and other client communication

Responsible for compiling, entering and regularly auditing all CRM-related data and Tasks

Work proactively in all facets of the role, consistently seeking out new opportunities to assist Advisors in planning more effectively, maximizing data, defining best practices and identifying high-impact activities

Occasionally participate in client meetings, via Skype or WebEx with the LVM Wealth Manager.

Other duties as requested

Most Common Tasks

· Direct client contact through phone calls and meetings

· Contacting clients to establish annual review meetings as well as gathering financial data (ie. tax return 401k stmts) for meeting review

· Initiating gathering of information for financial plan (collect tax return, qualified plan statements, insurance documents, SSI statements, estate planning documents)

· Assist managers in establishing client appointments and scheduling needs

· Client Meeting material preparation (ie. portfolio and financial planning) assistance

· RMD tracking, processing

· Monitoring daily account processing activity and liquidity needs

· Processing client distribution requests

· Processing new accounts and closed accounts at custodians

· Monitoring and processing asset transfers from contra custodians

· Interfacing with custodians to complete account updates and resolve processing issues

· Processing interested third party authorizations for “Un-Managed Assets” with Insurance, Annuity, 529, etc.

· Initiating and Processing Letters of Instruction on behalf of clients to facilitate various account actions

· Providing reports and tax documents to clients and their advisors

· Assisting in Database maintenance project to make sure contacts and information is in the proper format and up to date

· Back-up phone assistance, as needed

CLIENT SERVICE AND ADMINISTRATION

In general, this role requires organization, excellent client and interoffice communication, and detailed documentation of tasks in the client relationship management system. Provide regular guidance and back-up for client support activities performed by the Wealth Advisors and the Client Relationship Team.

Direct Client Contact/Communication – Exhibit professionalism on the phone and in meetings, attentiveness to client requests and handling client complaints with care and concern. Tasks often require oral or written communication, via mail or email, to follow-up on and confirm processing of client requests.

Custodial Account set up –Complete proper custodial paperwork to be signed by the account holder and sent to the custodian. This function requires interfacing directly with the client as well as the custodian to determine special paperwork depending on the type of account and custodial requirements. Superior performance will be judged upon accuracy, speed, efficiency, and volume of paperwork being handled. Superior performance will also be demonstrated by the attention given to communicating directly to clients when accounts are established.

Custodial Account Transfers – Prepare custodial paperwork to transfer account assets from one custodian to another, and/or internally transferring account assets from one account to another. These tasks are integral in establishing new relationships as well as existing ones. Asset transfer requires the gathering of custodial statements, completion of transfer forms, determination of the type of transfer (liquidation or in kind), and potential account registration issues. Superior performance will be judged upon accuracy, speed, efficiency, and volume of paperwork being handled. Superior performance will also be demonstrated by the attention given to updating clients on the progress or completion of their account transfers.

Custodial Account Maintenance – Resolve account related issues such as address changes, electronic delivery, and online access. The process involves understanding client needs and contacting the custodian as necessary to assist in resolving issues.

Client Reporting – Respond to client requests for special reports including gains and losses report, appraisals, purchase and sale, income and expense, and other Axys reports as well as tax reporting information.

Money Transfers – Assist clients with money transfers (i.e. Letters of instruction, wiring information, bank account information.) Superior performance is demonstrated by adhering to all compliance standards and communicating with client when the requested money transfer has been completed.

Non-Sufficient Funds (NSF) Account list – Provide back up support to the Trading Manager in monitoring and updating the monthly distribution account spreadsheet. Monitor regular withdrawals (monthly, quarterly) for sufficient cash liquidity and alert Trading and or Portfolio Manager when the account appears to have cash liquidity short fall. Superior performance is demonstrated by proactively identifying liquidity short falls and taking action to avoid NSF or missed distributions.

Required Minimum Distribution (RMD) Tracking – Monitor and update annual beneficiary IRA and IRA distribution account spreadsheet to ensure all RMDs are processed prior to year-end. Superior performance is demonstrated by correctly computing the RMD and facilitating the distribution prior to the December 31st distribution deadline.

Professional Advisor Support – Respond to external (i.e. CPAs, Attorney’s) advisor’s requests for client reports and activity status as directed by client and Portfolio Manager.

CRM Maintenance and Support – This support function requires the proper cataloging of documents (i.e. email, tax returns, trust documents, custodial applications, and other scanned documents) in the CRM database. Utilize searches on key terminology to assist colleagues and clients. Superior performance is demonstrated by attaching key documents and documenting all client activity in a timely manner as well as assisting other team members with searches, best practices, and researching problems.

Other Support Functions:

(BACK UP) Phone answering – This client function requires answering phone in a professional, polite, kindly, friendly way that welcomes guests and enhances client satisfaction. Requires knowledge and awareness of temp calendar for meetings, vacations, and when employees leave the office. Outstanding performance in this area has been determined by the prompt answering of phone with upbeat, polite, and professional demeanor.