Client Relations Associate II

JOB OVERVIEW

The role of a Client Relations Associate II (CRA II) is vital in ensuring seamless operations and exceptional service to financial advisors. This position entails providing Tier I and Tier II technical training and software support, as well as assisting with advisor transactions and resolving issues promptly. The CRA II also plays a key role in maintaining effective communication with advisors, internal teams, and external vendors, while contributing to various projects and providing backup support as needed. Additionally, this role involves coordinating fee management and performance reporting, handling escalated issues, and actively seeking solutions to enhance advisor and client experiences.

RESPONSIBILITIES & DUTIES

• Deliver Tier I and Tier II technical training and software support to advisors, ensuring their proficiency in the EAS platform, system tools, and trading procedures.

• Leads training modules on EAS platform, system tools, and trading procedures.

• Organizes data or performance conversions and sets up mobile apps as requested.

• Assists with advisor transactions, including establishing accounts, transfers, and distributions.

• Provides prompt service to advisors and resolves issues in an effective manner.

• Notifies advisor within 1 business day of any NIGO activities.

• Communicates effectively and handles multiple priorities while maintaining professional and positive attitude.

• Acts as a liaison for sales, operations, advisors, clients, and EAS vendors.

• Corresponds both externally and internally via incoming/outgoing calls and emails.

• Collaborates with the team on projects and contributes to a cohesive work atmosphere.

• Provides coverage and back-up support to other RMs, Senior RMs, and team members.

• Schedules and maintains billing for advisor management fees, EAS/ETC Custodial fees, and fee reporting.

• Coordinates the preparation, approval, and release of each advisor's performance reports.

• Handles escalated issues and provides proactive solutions.

• Exhibits an intimate understanding of each advisor's business in order to propose and implement business solutions that strengthen relationships and maximize share of book of business.

• Seeks solutions for advisor and client issues in a proactive manner and provides suggestions/input on product and service level enhancements.

• Utilize multiple systems to track information and communications related to advisor business.

• Provides guidance and oversight on each advisor's quarter-end audits and preparation.

• Maintains and organizes internal records systems.

• Assists with office management and duties.

• Travels to advisors, prospects, and/or vendors.

• Performs other duties as assigned

QUALIFICATIONS

• Bachelor's degree in Business or related field preferred

• Minimum 3-5 years of experience in financial services and/or customer service.

• Strong understanding of investment advisory practices is advantageous.

PROFESSIONAL CERTIFICATIONS

• None required

TECHNICAL SKILLS

To be successful in this role, you should have experience with and an understanding of the following:

• Portfolio Management System experience and knowledge required.

• Intermediate/level proficiency in web-based applications.

• Proficiency in utilizing various systems to track transactions, client account information, communication, and manage daily business activities.

• Expert level proficiency in Microsoft Office.

CULTURAL COMPETENCIES

In addition to our core company competencies of Cultivates Innovation, Nimble Learning, Action Oriented, Collaborates, and Being Resilient, a successful candidate in this role should exhibit the following behavioral competencies:

• Time Management

• Attention to Detail

• Written and Verbal Communication

• Business Acumen

PHYSICAL DEMANDS/WORK ENVIRONMENT

This job operates in a professional office environment and routinely uses standard office equipment. While performing the duties of this job, the associate is regularly required to speak and hear. The associate is frequently required to sit for extended periods of time, as well as stand, walk, use hands and fingers, and reach with hands and arms. This job requires the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

DISCLAIMER/ASSOCIATE ACKNOWLEDGEMENT

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Equity Trust Company is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. If you have a disability that requires accommodation or paper application, please contact us at careers@trustetc.com.