Central Investment Advisors (CIA) is responsible for providing non-deposit investment products to the customer base throughout the bank's entire footprint. CIA currently employs 36 financial advisors and 14 Client Service Specialists (CSS) throughout the program. This group provides brokerage and advisory services to nearly 20,000 clients with assets under management totaling $4+ billion. Products and services available to clients include, but are not limited to individual stocks, ETFs, mutual funds, bonds, fixed and variable annuities, insurance and advisory accounts.
Position Summary:
The Client Services Specialist may support one or multiple Financial Advisors either face-to-face or remotely in various aspects of client/broker relations. This includes, but is not limited to maintaining the contact management database for the Advisor(s), completing analytical and clerical duties and client assistance in regards to the brokerage account relationship.
The Client Services Specialist will be responsible for maintaining and updating client contact information within the client contact management system, Redtail. This system includes various types of information relating to the specific client as well as their total family relationship with the Advisor(s) and Central Investment Advisors. Redtail allows the Advisor to track the number and types of contacts with their client base as well prospective clients that have been referred. This system also allows the Client Services Specialist a mechanism to generate mass electronic communications with clients as deemed necessary by the Central Investment Advisors Marketing Specialist and/or the Financial Advisor(s). It is expected that the Client Services Specialist will utilize this system for branch office organization such as updating the Financial Advisors' calendar to include appointments, tasks and client meeting notes. The Client Services Specialist will be expected to maintain and complete workflow items as established and assigned by the Central Investment Advisors' Assistant Program Manager and/or the Financial Advisor(s). These duties as described above will be required for all offices that are being assisted by the Client Services Specialist.
Analytical duties that the Client Services Specialist will perform will include creating monthly management reports as assigned by Central Investment Advisors Management. This may include tracking the number of appointments Financial Advisor(s) had during the month, the number of new accounts opened, the number of accounts transferred out, and the number of referrals received and made to the bank, etc. It is expected that the number of management reports may grow in the future and the Client Services Specialist will be responsible for completing any new reports as they are assigned. The blotter reports are required by the Financial Industry Regulatory Authority (FINRA) and ensures that the office is operating within FINRA's rules. The Client Services Specialist will also be responsible for creating and distributing periodic reports for specific clients at the direction of the Financial Advisor(s).
Clerical duties that the Client Services Specialist will perform will include setting appointments, preparing general correspondence, making copies, ordering supplies, filing, processing incoming and outgoing mail, assisting in the completion of new account paperwork for both cleared and direct business accounts, answering the telephone, receipting & processing any checks or physical certificates received from clients, assisting clients with Individual Retirement Account (IRA) contributions and distributions through the broker dealer, track, monitor and process annual required minimum distributions for IRA clients that this applies, monitoring alerts with the broker dealer platform for any reorganization offers affecting clients or additional documentation requirements for new accounts or trades, ensuring that client money movement requests are communicated and processed timely and accurately and other special assignments as needed. The Client Services Specialist will also be responsible for maintaining any branch level files that are required by the broker dealer or by FINRA
The Client Services Specialist will be in contact with numerous clients on daily basis. If the Client Services Specialist is registered, it will enable them to be able to perform a much more extensive realm of client related activities. Once registered, they will have the ability to perform many of the same tasks as that of a Financial Advisor. These duties include furnishing real-time equity quotes to clients, gathering and preparing financial plans, providing research materials to clients, creating and ordering hypothetical's from mutual fund and variable annuity vendors, and answering non-advice related brokerage account questions. The Client Services Specialist will also be required to assist the client with address changes, update funding account information, dividend and interest payment verification, communicate the status of account transfers, communicate follow-up information on requests submitted to the broker dealer for processing, research and communicate cost basis information that is available in the branch office, mail copies of account documentation to clients, and general client inquiries with regards to brokerage accounts.
The branch may develop its own marketing campaigns and identify target audiences by requesting the generation of MCIF Reports based on the office's own criteria from the Central Investment Advisors Headquarters. The MCIF program has the capability to query banking client data based upon specified criteria. The Client Services Specialist may utilize the Central Investment Advisors' Marketing Officer as a resource in developing marketing campaigns the branch(s) wish to use; however, prior approval for branch marketing campaigns by the Central Investment Advisor Program Manager will be required. The Client Services Specialist may also utilize preapproved digital marketing inventory to market via email utilizing the contact management system group email capabilities.
This position requires high level of technical expertise in that the Client Services Specialist is required to utilize a number different software programs for various aspects of their daily duties. These include, but are not limited to the following:

• ClientWorks - account setup & maintenance, client reporting, trading, document retention, etc.
• Redtail - contact management system offered through Redtail Technologies Inc.
  • Including imaging capabilities
• Albridge - reporting/product consolidation system offered through Albridge Solutions
• WealthVision - Financial planning software integrated with Clientworks to be used to provide clients with anything from asset allocation strategies to a full, comprehensive financial plan

The Client Services Specialist will be required to attend periodic training classes offered by the Central Investment Advisors' Assistant Program Manager so learn best practices in the use of each of these software programs.
The Client Services Specialist will be involved from an "assistance" perspective with regard to clients' banking relationships. The Client Services Specialist may give basic banking assistance to clients with regard to brokerage funding account balances (DDA or IRA CDs), accept requests for money movement from a brokerage funding account to another bank account, follow-up with clients on insufficient items that are derived from a brokerage transaction and request the issuance of bank checks for sale proceeds or dividend/interest payments from brokerage funding accounts to be mailed to clients. Client Services Specialist may not process money movement requests, accept checks for deposit to bank accounts, address changes for bank accounts, and may not have access to maintenance or establish any account type residing on the banking system.
The Client Services Specialist will be required to maintain exceptional phone etiquette and may be required to call existing or prospective clients to set appointments on the Financial Advisor's behalf.
Essential Duties and Responsibilities:

• Support Financial Advisor(s) in aspects of client/broker relations
  • Analytical and clerical duties
  • Broad client assistance
• Maintain contact management database
• Expansive marketing efforts within brokerage office
• Limited assistance with client banking relationship
• Broad client contact
  • Accept and enter unsolicited equity orders - upon approval of the Financial Advisor(s) & the Central Investment Advisor Program Manager
  • Provide quotes to clients - If licensed
  • Gather and prepare financial plans
  • Create and/or request hypothetical's
  • Provide research materials
  • Answer non-advice related account questions
  • Process client IRA contributions & distributions
  • Provide cost basis research and information to clients
  • Assist client with address changes
  • Update brokerage funding account information
  • Verify dividend and interest payments
  • Communicate status of account transfers
  • Furnish client with cost basis information available in branch office
  • Follow-up general client inquiries with regard to brokerage and bank accounts
  • Work closely with branch banking personnel to ensure that client bank relationship is satisfactory
• Marketing efforts
  • Request banking information for target audiences through Central Investment Advisors' Headquarters
  • Disseminate program marketing materials at the direction of the Financial Advisor(s) and/or the Central Investment Advisors Headquarters
  • Use digital storefront to order approved digital marketing materials
• Update and maintain required management reports (analytical duties)
  • Maintain required files by FINRA (i.e. Sales Literature, correspondence, etc.)
  • Communicate with program management on brokerage office activities
• Creation & Distribution of reports to specified clients
  • Communicate with Financial Advisor(s) on client reports to be created
    • Which clients, what type of reporting, timing, etc.
• Maintain client contact management database
• Establish new contacts/clients & maintain existing contacts
• Complete house holding of client base
• Update Financial Advisor(s) calendar to include appointments, tasks and client meeting notes
• Maintain and complete standardized workflows as assigned by the Central Investment Advisors' Assistant Program Manager
• Look for efficiencies within office for new workflows possibilities
• Clerical duties include but are not limited to the following
  • Set appointments daily for Financial Advisor(s)
  • Assist in completion of new account paperwork
  • Maintain client files
  • Prepare general correspondence
  • Notify Financial Advisor(s) of reorganization offers effecting clients
  • Maintain required FINRA branch files
  • Perform general office duties
• Other duties and responsibilities
  • Required attendance of periodic Client Services Specialist meetings - no more than quarterly
  • Communication of learned efficiencies to Central Investment Advisors' Assistant Program Manager
  • Other duties as assigned

Minimum Qualifications (Education, Experience, Skills):

• Bachelor's Degree in the Business discipline desired or equivalent work experience - preferred
• Minimum 2 years Brokerage or banking experience
• Series 7 and Series 63 Licenses preferred - encouraged to acquire
• Exceptional customer-service attitude with strong client relation skills
• Capable of managing multiple task and meet deadlines. Strong organizational skills.
• Strong PC skills
• Creative thinking and ability to share ideas
• Self-starter - initiative to begin projects independently
• Capability to work with various software products
• Effective oral & written communication skills
• Attention to detail is key