Client Service Associate

About us: 

Role overview:  

What You’ll Do: 

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  Support the onboarding process for new clients by: 
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  Working with clients to ensure their dashboard accurately collects all relevant personal and financial information
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  If the client is consolidating accounts under Compound you’ll: 
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  Facilitate the collection of necessary statements/documents to transfer accounts to Schwab
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  Track the transfer process to ensure the cost basis is transferred over accurately and efficiently
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  Work with the operations team to facilitate the transfer process and track the status of each account transfer
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  Augment advisors’ capacity to strengthen and maintain relationships with existing clients by:
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  Ensuring that a proactive quarterly check-in is completed for all clients 
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  Frequently reviewing the last time an advisor met or communicated with a client to oversee consistent reachout efforts 
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  Proactively take responsibility for client requests by asking for help and anticipating what their next questions or needs might be.  
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  Responding to all client inquiries about the Dashboard in Intercom, client support inbox, client team inbox, internal issues reported, and feedback forms submitted from clients
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  Support in preparation and follow-up for client and prospective client meetings 
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  In preparation for meetings: 
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  Review each prospects dashboard before the initial consultation to ensure the data is reflected properly, review the equity and Flow tools to confirm they are working correctly
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  Following the meeting:
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  Add notes to Salesforce and input any tasks that resulted from the meeting
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  Coordinate with client to schedule next meeting
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  When a prospect wants to move forward:
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  Sending agreement
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  Ensure assets are transferred over appropriately, adding ops tasks for Docusign paperwork, requesting documents/personal information
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  Track the trading process and any long-term implementation strategies
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  Coordinate with investment ops team to implement the asset allocation recommendations
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  Give feedback to cross-functional teams, including product, investment, and tax, to provide an even more up-leveled, consistent, streamlined experience for our clients by:
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  Triaging all Dashboard issues that arise and coordinating with case reporters 
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  Escalate issues technical help, documenting updates, communicating to relevant stakeholders, and seeing it through to resolution
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  Cataloging client feedback for product leads so that ideas can be incorporated into the product roadmap
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  Elevating consistent/persistent issues that arise in the product so that solutions can be included on the product roadmap

About you: 

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  Enjoy client services and create meaningful relationships with clients. 
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  A self-solving mindset, meaning that you work through problems to find a solution on your own first using prior experience, resources, and context before asking for direction up-front. 
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  Ability to act thoughtfully with teams across the company to articulate any recommendations.
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  Impeccable follow-through, for clients, your Advisor, and cross-functional teams.
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  Outgoing personality and ability to adjust communication style based on a prospects/clients needs and attitude.

Working at Compound