United States onlyAssociate, Client Service
Department: Investment Services
Employment Type: Full Time
Location: Remote
Compensation: $74,000 - $86,000 / year
Description
About ImpactAssetsImpactAssets is the leading impact investing partner for individuals, families and philanthropists seeking to effect real change for people and planet. Bold yet pragmatic in our approach, ImpactAssets’ creativity and investment expertise ignites a deeply personal impact investing journey for clients - while we manage the complexities. Founded in 2010, ImpactAssets’ mission is to increase flows of capital to impact investing. Together, with our clients, we are catalyzing investment capital into mission driven business models solving the worlds’ biggest challenges. The result? A fast growing, dynamic organization with more than $3 billion in assets under management and an activated community of 1,900+ clients. This level of growth, vision and commitment equals great opportunities to grow a career at ImpactAssets! ImpactAssets is seeking a wide range of colleagues that share our urgency and audacity for driving outsized capital to impact investing. You dream big, have a track record for solving problems and know how to ‘get stuff done’.
The Opportunity
This position is responsible for providing an excellent client experience throughout the entire client journey with ImpactAssets. Working closely with our other Client Service, Operations, Client Engagement and Business Development colleagues, this position provides daily support, assists in related project implementations, and elevates and refines our client service. The Associate, Client Service role is a full time, remote position and can work from anywhere in the US with work hours aligning with Eastern Standard Time (9-5:30 with some flexibility). As a remote, people-first culture, we care deeply about our team members’ connections to one another and as such, travel 2-3 times per year to company events will be required.
Key Responsibilities
We value diverse skill sets and recognize that candidates may specialize in certain areas while needing training in others; we encourage applications from individuals who possess experience in at least half of the areas of responsibility outlined below.Key Responsibilities:Client/Advisor Service
Be a critical member of Client Service team by responding to inbound phone calls and emails about the company’s investment products, services, or client accounts
- Resolve client inquiries through timely responses and coordinating requests in the company’s ticket management system
- Work with clients to handle a variety of requests, including the ability to handle challenging situations in a professional and courteous manner
- Anticipate client needs and concerns, delivering solutions prior to client requests
- Handle Financial Advisors calls and answer key questions about the program
Client and Team Support
- Data entry including maintaining appropriate records across various systems
- Demonstrate strong interpersonal skills with the ability and comfort to engage effectively with financial advisors and clients.
- Work closely with Operations, Client Engagement and Business Development colleagues to expedite the resolution of new and existing customer inquiries to maximize the customer experience
- Support our Professionally Managed Account (PMA) financial advisor relationships through proactive outreach, when needed, and responsiveness to inbound requests. This includes taking on more complex Client Service functions.
- Assess challenging inquiries and proactively provide solutions even when escalation is needed
- Support reporting needs for clients and enterprise relationships as needed
- Identify and propose improvements to maximize efficiency, increase client satisfaction, and elevate our client service program.
- Document processes and best practices for use by the Client Services team
- Provide back up support for Donor Advised Fund (DAF) Operations functions, as needed
- Work with internal teams to ensure efficient service and communication with our donors and advisors
- Other ad hoc duties as required
Qualifications
Education and Experience:- Bachelor’s degree in finance, business, economics, or related field; least 2 years of experience in investment client service, a financial advisory office, custodian, donor advised fund client service or other similar role; OR equivalent combination of education and experience.
Knowledge and Skill Requirements:
- Excellent interpersonal skills, including the ability to quickly build rapport with clients, financial advisors and team members, passion for providing clients with an excellent client experience
- Demonstrated experience using technology to communicate effectively
- Understanding of investments and financial services, impact investing, donor advised funds, custodial relationships preferred
- Energetic and organized individual: highly attuned organizational skills, attention to detail, professional demeanor, ability to work independently and prioritize competing demands
- Proficiency with Microsoft 365 applications including Excel, PowerPoint, Word, Teams required.
- Proficiency with cloud-based collaboration tools Box and Asana preferred.
- Experience working with Freshdesk preferred
- Experience working in a virtual working environment preferred
- Ability to work independently and prioritize competing demands
Benefits and Perks
- Unique benefits, including virtual work stipend and contribution to employee’s own Donor Advised Fund
- Competitive total compensation, including discretionary bonus, 401(k) plan, and generous time off plan. Starting salary range $74,000 - 86,000 dependent upon experience.
- Comprehensive benefits package including full health and wellness coverage, professional development funding, and generous paid family and parental leave
- Opportunities for training and career development in a fast-paced, progressive organization
- Values-driven culture
