Client Experience Associate

Client Experience Associate Intention of Role:Accountable that each client achieves their goals through The Opal Way, and that each client’s experience with Opal Wealth Advisors is exceptionalServe as primary contact for a group of clientsPartner with Advisory Team and Client Service Team to fulfill client needsEnsure Lead advisors have the needed administrative resources to deliver the client experienceNote: Role is formally titled "Relationship Manager"Client Experience:Manage new client onboarding process to ensure an exceptional client experienceManage and schedule client reviews. Utilize opportunities and resources to honor client preferred communications (calls to confirm, email confirms, Calendly, etc)Primary Contact for client day to day service needs. Handle client requests where possible, and then connect the client to the appropriate person where appropriate (FA, CSA, etc)Monitor service items and communicate to the client when they are completeManage Client Experience touch points including thoughtful and proactive recognition of special occasions (birthday, celebration, health issues, loss, etc)Get to know clients as much as possible and memorialize in the CRMListen for opportunities to deliver “Wow moments” with minimum monthly targetsEnsure clients are set up and confident when using the Opal Client PortalEnsure each client is set up with Opal BinderSeek and listen for opportunities for clients to offer Opal to friends and family (referrals)Ensure clients are attending Opal Events, and they are inviting guests to those eventsRemarkable Service Delivery:Manage client specific relationship service needs as appropriate (unique cash flows, reporting, etc)Manage client requested cash flow needs (wires, ACH transfers, journals, LOAs, etc)Ensure each client takes their RMD each year and maintain the integrity of the RMD dataFacilitate unsolicited trade requests from clients and trade requests from Financial AdvisorFinancial Advisor Partnership:Help manage the Financial Advisors schedule to ensure maximum efficiency and productivityPrepare administrative needs for client reviews (Set up conference room, provide performance reports and documents to fulfill service needs, make restaurant reservations if appropriate, or prepare whatever is needed for the review to be set up for success)Consistently find opportunities to partner with FAs to elevate the client experience and enable the FA to spend as much time working with clients and doing business development as possible, without being pulled back into service issuesEnsure Financial Advisor has what they need administratively to fulfill operational and client responsibilities (ex: Opal stationary, audio-visual set up, Zoom, phones, tech resources, etc)Business Operations:Ensure CRM (Salesforce) data is complete and accurate for each household and consistent across tech platforms while inspecting that Advisory Notes are updated after each client reviewTrack and report results of key service measures against firm objectivesAdhere to compliance policies and proceduresPrerequisites and ProficienciesHigh ethical standardsStrong emotional intelligenceExcellent interpersonal skills and a customer service approach to problem solvingAbility to communicate clearly and concisely.Team player mentalityRelated experience and product knowledge a plus - Compensation based on experienceFamiliarity with CRMs (eg Salesforce) a plusStrong organizational skills and the ability to manage, prioritize, work under pressure