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Company

Rowland Investisure · 9 hours ago

Part Time Client Service Representative (Work from home - Remote Virtual)

Houston, TX

Part-time

Remote

Entry Level

$100K/yr - $250K/yr

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Financial Services

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Responsibilities

Support the onboarding process for new clients by:

Working with clients to ensure their dashboard accurately collects all relevant personal and financial information

If the client is consolidating accounts under Rowland Investisure you’ll:

Facilitate the collection of necessary statements/documents to transfer accounts to other accounts

Track the transfer process to ensure the cost basis is transferred over accurately and efficiently

Work with the operations team to facilitate the transfer process and track the status of each account transfer

Augment advisors’ capacity to strengthen and maintain relationships with existing clients by:

Ensuring that a proactive quarterly check-in is completed for all clients

Frequently reviewing the last time an advisor met or communicated with a client to oversee consistent reachout efforts

Proactively take responsibility for client requests by asking for help and anticipating what their next questions or needs might be.

Responding to all client inquiries about the Dashboard in Intercom, client support inbox, client team inbox, internal issues reported, and feedback forms submitted from clients

Support in preparation and follow-up for client and prospective client meetings

In preparation for meetings:

Review each prospects dashboard before the initial consultation to ensure the data is reflected properly, review the equity and Flow tools to confirm they are working correctly

Following the meeting:

Add notes to system and input any tasks that resulted from the meeting

Coordinate with client to schedule next meeting

When a prospect wants to move forward:

Sending agreement

Ensure assets are transferred over appropriately, adding ops tasks for Docusign paperwork, requesting documents/personal information

Track the trading process and any long-term implementation strategies

Coordinate with investment ops team to implement the asset allocation recommendations

Give feedback to cross-functional teams, including product, investment, and tax, to provide an even more up-leveled, consistent, streamlined experience for our clients by:

Triaging all Dashboard issues that arise and coordinating with case reporters

Escalate issues technical help, documenting updates, communicating to relevant stakeholders, and seeing it through to resolution

Cataloging client feedback for product leads so that ideas can be incorporated into the product roadmap

Elevating consistent/persistent issues that arise in the product so that solutions can be included on the product roadmap

Qualification

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Client servicesOnboarding processFinancial information collectionAccount transfer processClient relationship managementCross-functional collaboration

Required

Enjoy client services and create meaningful relationships with clients.

A self-solving mindset, meaning that you work through problems to find a solution on your own first using prior experience, resources, and context before asking for direction up-front.

Ability to act thoughtfully with teams across the company to articulate any recommendations.

Impeccable follow-through, for clients, your Advisor, and cross-functional teams.

Outgoing personality and ability to adjust communication style based on a prospects/clients needs and attitude.