Client Service Specialist - Hybrid (Franklin, TN)

Summary

This role plays a key part in delivering an exceptional client experience and building strong relationships. This position collaborates closely with clients, addressing their needs, providing support, and ensuring seamless interactions. The ideal candidate is an enthusiastic learner, who is committed to contributing to the overall success of our Wealth Management team.

Essential Duties and Responsibilities

• Maintain a growing 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.
• With support, guide new clients through the onboarding process, explaining account setup, services, and procedures.
• Collect necessary documentation and work with the team to ensure compliance with regulatory requirements.
• Cook up with internal teams to facilitate a smooth transition for new clients.
• Partner with advisors and the service team to schedule and coordinate client review meetings.
• Act as the primary point of contact for client inquiries, ensuring timely and accurate responses under manager supervision.
• Build rapport with clients by actively listening and addressing their concerns.
• Client Service:
• Aid in collaboration with custodians, brokerage firms, and internal teams to process client transactions.
• Cook up 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.
• Data Management & Communication:
• Cook up with service team to ensure compliance with regulatory requirements and internal policies.
• Cook up 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.
• Teamwork & Support:
• 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

• 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

• Bachelor's degree in Business, Economics, Finance, or a related field (preferred), or relevant work experience.
• Experience using AI tools preferred.
• 2+ years' experience in wealth management service business preferred.
• Familiarity with Charles Schwab, Fidelity and/or Raymond James preferred.
• Familiarity with Orion, Salesforce, other financial technology, and industry regulations preferred.

Pay and Benefits

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.

About OneDigital

We are 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. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

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.