Client Service Manager - Hybrid (Phoenix, AZ)

Summary

This role is pivotal in ensuring an exceptional client experience and maintaining professional relationships. This position collaborates closely with clients, addressing their needs, providing support, and ensuring seamless interactions, understanding when to engage sales or operations to meet client needs. The ideal candidate is an enthusiastic learner, adept at managing client-facing responsibilities and contributing to the overall success of our wealth management team.

Essential Duties and Responsibilities

• Maintain a working understanding of all OneDigital internal and partner systems impacting sales and service efficiency and client experience including CRM, investment, financial planning, advanced planning, compliance, corporate finance, and IT.
• Guide new clients through the onboarding process, explaining account setup, services, and procedures.
• Collect necessary documentation and ensure compliance with regulatory requirements.
• Cook with internal teams to facilitate a smooth transition for new clients.
• Partner with advisors to establish a regular client review process, scheduling and coordinating meetings.
• Act as the primary point of contact for client inquiries, ensuring timely and accurate responses.
• Foster strong relationships by actively listening and addressing client concerns.
• Collaborate with operations in preparing materials for client meetings, including financial plans, performance reports and investment summaries.
• Aid advisors in preparing materials for client meetings, including performance reports and investment summaries.
• Collaborate with custodians, brokerage firms, and internal teams to process client transactions.
• Cook with team to prepare and review necessary paperwork for account-related activities (e.g., account opening, transfers, withdrawals, beneficiary updates).
• Maintain accurate records of client interactions and follow up on outstanding items.
• Ensure compliance with regulatory requirements and internal policies.
• Cook with team members to ensure accurate and timely reporting.
• Maintain client data in the CRM system, ensuring accuracy and completeness.
• Update client profiles, contact information, and preferences.
• Handle incoming calls, emails, and inquiries from clients and internal team members.
• Assist with office organization, filing, and other administrative tasks as needed.
• Regularly attend team meetings and contribute insights to enhance client service.
• Perform other duties as assigned.

Qualifications, Skills and Requirements

• Solid understanding of financial planning principles, investment strategies, and relevant regulations.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated ability to manage multiple tasks and projects effectively.
• Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint).
• Ability to adapt to a rapidly changing business and technology environment.
• Continual learner mentality, able to adopt new solutions and help respond to the impact of new systems.
• Must be able to maintain confidentiality of highly sensitive client information, including personnel and financial data.
• Regular and predictable attendance is required.
• Business travel up to 25%.

Education, Training and Experience

• Solid understanding of financial planning principles, investment strategies, and relevant regulations.
• Excellent communication, presentation, and interpersonal skills.
• Demonstrated ability to manage multiple tasks and projects effectively.
• Proficiency with Microsoft Office Suite (Word, Excel, and PowerPoint).
• Ability to adapt to a rapidly changing business and technology environment.
• Continual learner mentality, able to adopt new solutions and help respond to the impact of new systems.
• Must be able to maintain confidentiality of highly sensitive client information, including personnel and financial data.
• Regular and predictable attendance is required.
• Business travel up to 25%.

Other

• This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any related duties as required.
• Reasonable accommodation will be provided for qualified individuals with disabilities.
• The employer has the right to revise this job description at any time.
• The job description is not to be construed as a contract for employment. The information below is for internal use only.
• Pre-hire Screening Requirements: Criminal Financial Education Verification Licensure
• This role is not required to be licensed.
• PAC Notes ”Senior” may be added to this title to recognize increased experience or expertise within a particular level that does not require an update in job description. To update a title to include Senior, utilize the base title Job Profile and update the Business Title. Do not create a new Job Profile to accommodate. Hiring managers may customize this job description based on their specific needs.
• HR/Talent Management should provide oversight to ensure additional duties still reflect the primary intent of the role and reach out to Business Line leadership when questions arise.
• Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance.
• We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs.
• You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts.
• To learn more, visit: www.onedigital.com/careers
• OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us.
• In short, we believe in hiring the most qualified applicant for the position, regardless of background.
• If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application.
• We hope to welcome you to OneDigital and look forward to hearing from you.
• OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience.
• However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.
• Thank you for your interest in joining the OneDigital team!