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Senior Client Relationship Manager (Level 3) - Cincinnati Office 

Position Description

 

Job Title:         Senior Client Relations Manager (Level 3)

Department:     FHFA – Freeman Heyne Financial Advisors

Date:                7.11.2016

Status:             Full Time, Salary with 90-Day Introductory Period


Send Resume and Cover Letter to:

Sarah Stewart
sstewart@freemanheyne.com

 

This is a summary outline of the responsibilities initially required of the Client Relationship Manager for Freeman Heyne.  Responsibilities are designed by level; however, a lower level may complete higher level activities under direct supervision.  Transition to a higher level will require the demonstrated ability to use and implement the knowledge gained through licenses; training, experience, a positive attitude and mastery of all activities in your current level to firm standards without supervision.  This description may be modified as necessary or appropriate and does not constitute a contract.

 

Summary

The Client Relationship Manager is an integral part of the overall client experience, engaging in frequent client contact and Freeman Heyne team support.  A high degree of direct communication with clients is required, with the Client Relationship Manager acting to ensure a satisfying and memorable client experience either by directly interacting with the client or by supporting Advisors and/or CRM’s. The position requires strong written and verbal communication skills, a can-do-attitude, enthusiasm, a strong aptitude for learning, and experience managing all levels of communication with clients (internal and external) and vendors.  The ability to effectively prioritize workloads and complete tasks within well-defined guidelines and time constraints is essential.  Organization skills and attention to detail are critical given the nature of paperwork, processes, and follow up work, upon which both clients and the Freeman Heyne team depend upon.  This person is an intelligent, analytical thinker with the ability to draw on a range of resources to ensure a high quality outcome across the position responsibilities.

 

Outcome

Successful Client Relationship Managers at Freeman Heyne are able to effectively support the firm’s advisors and CRM Team by effectively and efficiently completing paperwork and supporting client service, allowing advisors to focus time on revenue producing activities that result in growth of the firm.  Additionally, a successful CRM provide the best possible service and build established relationship with clients.  The ultimate goal is to contribute to both the team and the firm in a positive way that allows us to work successfully as a team, drive growth of the bottom line, live our Vision & Values and achieve the firm’s core purpose of enriching our clients’ quality of life.

 

General Administration Responsibilities

  • Levels 1 – 2
    • Attend Freeman Heyne Planning Sessions, be enthusiastically involved with ideas and suggestions
    • Offer suggestions on improvement to client service systems and procedures
    • Be aware of how you can assist other team members and provide help as needed
    • Support Advisors as needed/required
    • Assist with general administration as needed
  • Level 3
    • Confirm (and/or ensure completion by interns) all appointments by phone
    • Maintain (and or ensure maintenance by interns) office equipment; ensure all routine office maintenance is completed by building maintenance (light bulbs, trash collection, sink clogs, etc.); keep copiers and printers stocked with paper/ink cartridges
    • Oversight of document destruction; monitoring document scanning process.

 

 

Client Service Responsibilities

  • All Levels
    • Promote and achieve through client service, the Freeman Heyne vision, values and goals
    • Understand firm services
    • Offer suggestions for improving client database and work flow tracking to deliver improved client service
  • Level 1
    • Support Levels 2 & 3 CRMs, as directed
    • Prepare client update materials needed for Advisor update and client meetings
    • Conduct research, prepare reports, compose correspondence as directed
    • Prepare client paperwork for meetings or as requested
    • Execute client changes - addresses, beneficiary, etc.
    • Order insurance illustrations as directed and prepare applications to be ready for client signature
    • Schedule and confirm client update meetings for Advisor based on Client Service System
  • Level 2
    • Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
    • Support Advisor in managing assigned client accounts
    • Responsible for client work flow tracking and ensure client service is implemented
    • Track client service calendar status
    • Review completed client paperwork for accuracy
    • Coordinate client communication
    • Monitor and follow up on client service action items
    • Communicate with clients on status of projects
    • Follow up on client service needs
    • Monitor status of paperwork / projects as processed
    • Coordinate and send service e-mail blasts through Compliance Office as needed
    • Provide input to Advisor on client service issues, needs, etc.
  • Level 3
    • Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
    • Demonstrate strong commitment to leadership
    • Act as a model for other CRMs through exemplary performance and embody Freeman Heyne values Independently maintain and provide improvements to client database and work flow tracking
    • Ongoing assessment of client work flow
    • Support Advisors in the following activities:
      • Develop outlines for client meetings (recommendations for Advisor review)
      • Attend end of client meetings to assist client with paperwork and documentation
      • Assist with the sales processes (e.g. PPT creation, processing and follow up of applications)
      • Provide internal client recommendations (directly to advisor for review)
      • Participate in and take an active role during client meetings as requested
    • Responsible for client touch base, including calling to review previous meeting with clients to see if they have questions, follow up on outstanding items and to ensure they are receiving firm materials
    • Provide recommendations to Advisor on client service issues, needs, etc.
    • Attend wholesaler meetings to maintain working knowledge of each investment product that FH uses as a part of client portfolios.
    • Understands how to implement firm services
    • Support the growth and development of the CRM Team through ongoing feedback and assistance.

 



Technology & Operations

  • All Levels
    • Use Freeman Heyne technologies, software, procedures and systems to maximize client experience
    • Aid and provide input in decisions regarding technology updates as needed/directed
    • Track insurance applications in process
    • Continuously look for tools and solutions to help increase position & firm efficiency
  • Level 1
    • Support Level 2 & 3 CRMs, as directed
    • Once licensed, execute client trades
    • Prepare reports and paperwork such as: meeting agendas, minutes, performance reports, invoices, and cost basis worksheets, etc.
    • Complete applications and paperwork for clients, reviewing for completeness and accuracy
    • Process periodic distributions (IRA RMDs, monthly/quarterly income/principal, etc.)
    • Process account / beneficiary changes
    • With client authorization, provide information to 3rd party professionals (CPA, Attorney) as required
    • Implementation and Maintenance of Client Relationship Management System as it relates to client related activities, including:
      • New Client Data Entry
      • Merge Forms, Creating and Updating
      • Reports, Creating and Updating
      • Data Maintenance
      • Procedures
    • Opening & closing accounts
      • Account forms
      • Follow-up
    • Assist with work instructions
    • Outside fund companies operations
      • Review and update product materials
    • Level 2
      • Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
      • Order and direct the transfer of funds and securities as directed by client
      • Arrange client withdrawals, wire instructions, check requests, and ACH debits / credits (Level 2)
      • Complete assigned work instructions
      • Enter/verify account fee schedule
      • Verify cash balances for accounts where fees are debited
      • Assist with Level 3 responsibilities
    • Level 3
      • Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
      • Ensure client data is up to date and accurate
      • Support Advisor in the following activities:
        • Retirement projections
        • Case Planning
        • Research issues regarding investments, insurance, estate planning as directed
      • RMD (Required Minimum Distributions) Coordinator, if assigned
      • LCS correspondence (submit EE issues & follow up, dispute & reconcile bill, research & drive implementation, serve as go between for staff.
      • Oversee/ Assist with technology responsibilities as needed
      • Work with internal/external IT support on acquisition, installation, and maintenance of hardware and software
      • Function as the network administrator for office in which located
      • Assist with Human Resources administration, as directed/requested
      • Manage interns (ensure interns remain on task and answer any questions)
      • Review and approve intern timecards and monthly evaluation reports
      • Oversee coordination and implementation of firm project as needed or requested
      • Maintain and improve business administration/operations work processes and tracking
      • Facilitate (with management) maintenance of firm contracts (i.e. equipment, vendors, etc.) and monitor and update renewals on a timely basis
      • Serve as primary contact for all vendor relationships and services; Communication and organization of miscellaneous office vendors and services
      • Responsible for MasterCard (obtaining receipts, expenses reports, safekeeping of card)
      • Participation in B/D level focus/feedback groups as approved by Firm

Minimum Requirements

  • All Levels
    • Excellent written and verbal communication skills
    • Advanced level computer skills; advanced knowledge of Microsoft Office Suite
    • Exceptional organizational skills; ability to multi-task in dynamic environment
    • Comfort with being a “Team Player” and doing whatever is needed, big or small
    • Able to manage and get along with diverse personalities
    • Professional appearance and demeanor
    • Well-developed interpersonal skills
    • Attention to detail with a perfectionist’s eye
    • A willingness to succeed and grow and invest in yourself
    • Demonstrate both the attitude and aptitude for advancement
    • Maintain all licenses required for the position (or licenses you hold as approved by Freeman Heyne) and complete all CE requirements for these licenses
    • Support of Firm’s Values and Mission
    • Effective use of Junxure / CRM
  • Level 1
    • Bachelor’s degree / on track for a Bachelor’s degree
    • 0 – 2 years of relevant work experience in Business Administration and/or Financial Services
    • Life and Health Insurance License within 2 months of employment
    • Notary within 2 months of employment
    • Series 7 securities license within 180 days of employment
    • Series 65/66 securities license within 240 days of employment
    • Attend a minimum of 1 professional development activity (workshop, seminar, etc.) per year as approved by Freeman Heyne

 

  • Level 2
    • Bachelor’s degree
    • 3 – 5 years of relevant work experience in Financial Services
    • Notary
    • Life and Health Insurance License
    • Series 7 and 65/66 securities licenses
    • Initiation of CFP, Paraplanner or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH)
    • Attend a minimum of 2 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne

 

  • Level 3
    • Bachelor’s degree
    • 5+ years of relevant work experience in Financial Services
    • Notary
    • Life and Health Insurance License
    • Series 7 and 65/66 securities licenses
    • CFP or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH) required
    • Advanced CE as required or approved by firm
    • Attend a minimum of 3 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne
    • Ability to independently train Level 1/Level 2 CRM as needed/requested

 

Essential Mental & Physical Functions (All Levels)

  • Impeccable ability to maintain confidentiality and integrity
  • Effective follow-up, deadline focused
  • Ability to pick up new computer programs quickly
  • Detail-oriented with high degree of accuracy
  • Energetic, eager to learn, willing to cooperate
  • Self-motivated with ability to work independently and direction
  • Ability to sit for extended periods of time working on computer
  • Ability to communicate with Clients and Vendors

 

Equipment Used (All Levels)

  • Constant use of computer, keyboard, scanner and mouse
  • Frequent use of telephone
  • Office equipment, including Copier, Fax, etc.

 

Additional Comments (All Levels)

  • This is a back stage / support position; no new business generation responsibilities are involved
  • Nothing in this Position Description restricts management’s right to assign or reassign duties and responsibilities to this position at anytime

Client Relationship Manager (Level 1/2) - Cincinnati Office 

Position Description

 

Job Title:         Client Relations Manager (Level 1/2)

Department:     FHFA – Freeman Heyne Financial Advisors

Date:                7.11.2016

Status:             Full Time, Salary with 90-Day Introductory Period


Send Resume and Cover Letter to:

Sarah Stewart
sstewart@freemanheyne.com

 

This is a summary outline of the responsibilities initially required of the Client Relationship Manager for Freeman Heyne.  Responsibilities are designed by level; however, a lower level may complete higher level activities under direct supervision.  Transition to a higher level will require the demonstrated ability to use and implement the knowledge gained through licenses; training, experience, a positive attitude and mastery of all activities in your current level to firm standards without supervision.  This description may be modified as necessary or appropriate and does not constitute a contract.

 

Summary

The Client Relationship Manager is an integral part of the overall client experience, engaging in frequent client contact and Freeman Heyne team support.  A high degree of direct communication with clients is required, with the Client Relationship Manager acting to ensure a satisfying and memorable client experience either by directly interacting with the client or by supporting Advisors and/or CRM’s. The position requires strong written and verbal communication skills, a can-do-attitude, enthusiasm, a strong aptitude for learning, and experience managing all levels of communication with clients (internal and external) and vendors.  The ability to effectively prioritize workloads and complete tasks within well-defined guidelines and time constraints is essential.  Organization skills and attention to detail are critical given the nature of paperwork, processes, and follow up work, upon which both clients and the Freeman Heyne team depend upon.  This person is an intelligent, analytical thinker with the ability to draw on a range of resources to ensure a high quality outcome across the position responsibilities.

 

Outcome

Successful Client Relationship Managers at Freeman Heyne are able to effectively support the firm’s advisors and CRM Team by effectively and efficiently completing paperwork and supporting client service, allowing advisors to focus time on revenue producing activities that result in growth of the firm.  Additionally, a successful CRM provide the best possible service and build established relationship with clients.  The ultimate goal is to contribute to both the team and the firm in a positive way that allows us to work successfully as a team, drive growth of the bottom line, live our Vision & Values and achieve the firm’s core purpose of enriching our clients’ quality of life.

 

General Administration Responsibilities

  • Levels 1 – 2
    • Attend Freeman Heyne Planning Sessions, be enthusiastically involved with ideas and suggestions
    • Offer suggestions on improvement to client service systems and procedures
    • Be aware of how you can assist other team members and provide help as needed
    • Support Advisors as needed/required
    • Assist with general administration as needed
  • Level 3
    • Confirm (and/or ensure completion by interns) all appointments by phone
    • Maintain (and or ensure maintenance by interns) office equipment; ensure all routine office maintenance is completed by building maintenance (light bulbs, trash collection, sink clogs, etc.); keep copiers and printers stocked with paper/ink cartridges
    • Oversight of document destruction; monitoring document scanning process.

 

 

Client Service Responsibilities

  • All Levels
    • Promote and achieve through client service, the Freeman Heyne vision, values and goals
    • Understand firm services
    • Offer suggestions for improving client database and work flow tracking to deliver improved client service
  • Level 1
    • Support Levels 2 & 3 CRMs, as directed
    • Prepare client update materials needed for Advisor update and client meetings
    • Conduct research, prepare reports, compose correspondence as directed
    • Prepare client paperwork for meetings or as requested
    • Execute client changes - addresses, beneficiary, etc.
    • Order insurance illustrations as directed and prepare applications to be ready for client signature
    • Schedule and confirm client update meetings for Advisor based on Client Service System
  • Level 2
    • Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
    • Support Advisor in managing assigned client accounts
    • Responsible for client work flow tracking and ensure client service is implemented
    • Track client service calendar status
    • Review completed client paperwork for accuracy
    • Coordinate client communication
    • Monitor and follow up on client service action items
    • Communicate with clients on status of projects
    • Follow up on client service needs
    • Monitor status of paperwork / projects as processed
    • Coordinate and send service e-mail blasts through Compliance Office as needed
    • Provide input to Advisor on client service issues, needs, etc.
  • Level 3
    • Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
    • Demonstrate strong commitment to leadership
    • Act as a model for other CRMs through exemplary performance and embody Freeman Heyne values Independently maintain and provide improvements to client database and work flow tracking
    • Ongoing assessment of client work flow
    • Support Advisors in the following activities:
      • Develop outlines for client meetings (recommendations for Advisor review)
      • Attend end of client meetings to assist client with paperwork and documentation
      • Assist with the sales processes (e.g. PPT creation, processing and follow up of applications)
      • Provide internal client recommendations (directly to advisor for review)
      • Participate in and take an active role during client meetings as requested
    • Responsible for client touch base, including calling to review previous meeting with clients to see if they have questions, follow up on outstanding items and to ensure they are receiving firm materials
    • Provide recommendations to Advisor on client service issues, needs, etc.
    • Attend wholesaler meetings to maintain working knowledge of each investment product that FH uses as a part of client portfolios.
    • Understands how to implement firm services
    • Support the growth and development of the CRM Team through ongoing feedback and assistance.

 



Technology & Operations

  • All Levels
    • Use Freeman Heyne technologies, software, procedures and systems to maximize client experience
    • Aid and provide input in decisions regarding technology updates as needed/directed
    • Track insurance applications in process
    • Continuously look for tools and solutions to help increase position & firm efficiency
  • Level 1
    • Support Level 2 & 3 CRMs, as directed
    • Once licensed, execute client trades
    • Prepare reports and paperwork such as: meeting agendas, minutes, performance reports, invoices, and cost basis worksheets, etc.
    • Complete applications and paperwork for clients, reviewing for completeness and accuracy
    • Process periodic distributions (IRA RMDs, monthly/quarterly income/principal, etc.)
    • Process account / beneficiary changes
    • With client authorization, provide information to 3rd party professionals (CPA, Attorney) as required
    • Implementation and Maintenance of Client Relationship Management System as it relates to client related activities, including:
      • New Client Data Entry
      • Merge Forms, Creating and Updating
      • Reports, Creating and Updating
      • Data Maintenance
      • Procedures
    • Opening & closing accounts
      • Account forms
      • Follow-up
    • Assist with work instructions
    • Outside fund companies operations
      • Review and update product materials
    • Level 2
      • Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
      • Order and direct the transfer of funds and securities as directed by client
      • Arrange client withdrawals, wire instructions, check requests, and ACH debits / credits (Level 2)
      • Complete assigned work instructions
      • Enter/verify account fee schedule
      • Verify cash balances for accounts where fees are debited
      • Assist with Level 3 responsibilities
    • Level 3
      • Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
      • Ensure client data is up to date and accurate
      • Support Advisor in the following activities:
        • Retirement projections
        • Case Planning
        • Research issues regarding investments, insurance, estate planning as directed
      • RMD (Required Minimum Distributions) Coordinator, if assigned
      • LCS correspondence (submit EE issues & follow up, dispute & reconcile bill, research & drive implementation, serve as go between for staff.
      • Oversee/ Assist with technology responsibilities as needed
      • Work with internal/external IT support on acquisition, installation, and maintenance of hardware and software
      • Function as the network administrator for office in which located
      • Assist with Human Resources administration, as directed/requested
      • Manage interns (ensure interns remain on task and answer any questions)
      • Review and approve intern timecards and monthly evaluation reports
      • Oversee coordination and implementation of firm project as needed or requested
      • Maintain and improve business administration/operations work processes and tracking
      • Facilitate (with management) maintenance of firm contracts (i.e. equipment, vendors, etc.) and monitor and update renewals on a timely basis
      • Serve as primary contact for all vendor relationships and services; Communication and organization of miscellaneous office vendors and services
      • Responsible for MasterCard (obtaining receipts, expenses reports, safekeeping of card)
      • Participation in B/D level focus/feedback groups as approved by Firm

Minimum Requirements

  • All Levels
    • Excellent written and verbal communication skills
    • Advanced level computer skills; advanced knowledge of Microsoft Office Suite
    • Exceptional organizational skills; ability to multi-task in dynamic environment
    • Comfort with being a “Team Player” and doing whatever is needed, big or small
    • Able to manage and get along with diverse personalities
    • Professional appearance and demeanor
    • Well-developed interpersonal skills
    • Attention to detail with a perfectionist’s eye
    • A willingness to succeed and grow and invest in yourself
    • Demonstrate both the attitude and aptitude for advancement
    • Maintain all licenses required for the position (or licenses you hold as approved by Freeman Heyne) and complete all CE requirements for these licenses
    • Support of Firm’s Values and Mission
    • Effective use of Junxure / CRM
  • Level 1
    • Bachelor’s degree / on track for a Bachelor’s degree
    • 0 – 2 years of relevant work experience in Business Administration and/or Financial Services
    • Life and Health Insurance License within 2 months of employment
    • Notary within 2 months of employment
    • Series 7 securities license within 180 days of employment
    • Series 65/66 securities license within 240 days of employment
    • Attend a minimum of 1 professional development activity (workshop, seminar, etc.) per year as approved by Freeman Heyne

 

  • Level 2
    • Bachelor’s degree
    • 3 – 5 years of relevant work experience in Financial Services
    • Notary
    • Life and Health Insurance License
    • Series 7 and 65/66 securities licenses
    • Initiation of CFP, Paraplanner or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH)
    • Attend a minimum of 2 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne

 

  • Level 3
    • Bachelor’s degree
    • 5+ years of relevant work experience in Financial Services
    • Notary
    • Life and Health Insurance License
    • Series 7 and 65/66 securities licenses
    • CFP or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH) required
    • Advanced CE as required or approved by firm
    • Attend a minimum of 3 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne
    • Ability to independently train Level 1/Level 2 CRM as needed/requested

 

Essential Mental & Physical Functions (All Levels)

  • Impeccable ability to maintain confidentiality and integrity
  • Effective follow-up, deadline focused
  • Ability to pick up new computer programs quickly
  • Detail-oriented with high degree of accuracy
  • Energetic, eager to learn, willing to cooperate
  • Self-motivated with ability to work independently and direction
  • Ability to sit for extended periods of time working on computer
  • Ability to communicate with Clients and Vendors

 

Equipment Used (All Levels)

  • Constant use of computer, keyboard, scanner and mouse
  • Frequent use of telephone
  • Office equipment, including Copier, Fax, etc.

 

Additional Comments (All Levels)

  • This is a back stage / support position; no new business generation responsibilities are involved
  • Nothing in this Position Description restricts management’s right to assign or reassign duties and responsibilities to this position at anytime

Client Relationship Manager (Level 1/2) - Cleveland Office 

Position Description

 

Job Title:         Client Relations Manager (Level 1/2)

Department:     FHFA – Freeman Heyne Financial Advisors

Date:                7.11.2016

Status:             Full Time, Salary with 90-Day Introductory Period


Send Resume and Cover Letter to:

Sarah Stewart
sstewart@freemanheyne.com

 

This is a summary outline of the responsibilities initially required of the Client Relationship Manager for Freeman Heyne.  Responsibilities are designed by level; however, a lower level may complete higher level activities under direct supervision.  Transition to a higher level will require the demonstrated ability to use and implement the knowledge gained through licenses; training, experience, a positive attitude and mastery of all activities in your current level to firm standards without supervision.  This description may be modified as necessary or appropriate and does not constitute a contract.

 

Summary

The Client Relationship Manager is an integral part of the overall client experience, engaging in frequent client contact and Freeman Heyne team support.  A high degree of direct communication with clients is required, with the Client Relationship Manager acting to ensure a satisfying and memorable client experience either by directly interacting with the client or by supporting Advisors and/or CRM’s. The position requires strong written and verbal communication skills, a can-do-attitude, enthusiasm, a strong aptitude for learning, and experience managing all levels of communication with clients (internal and external) and vendors.  The ability to effectively prioritize workloads and complete tasks within well-defined guidelines and time constraints is essential.  Organization skills and attention to detail are critical given the nature of paperwork, processes, and follow up work, upon which both clients and the Freeman Heyne team depend upon.  This person is an intelligent, analytical thinker with the ability to draw on a range of resources to ensure a high quality outcome across the position responsibilities.

 

Outcome

Successful Client Relationship Managers at Freeman Heyne are able to effectively support the firm’s advisors and CRM Team by effectively and efficiently completing paperwork and supporting client service, allowing advisors to focus time on revenue producing activities that result in growth of the firm.  Additionally, a successful CRM provide the best possible service and build established relationship with clients.  The ultimate goal is to contribute to both the team and the firm in a positive way that allows us to work successfully as a team, drive growth of the bottom line, live our Vision & Values and achieve the firm’s core purpose of enriching our clients’ quality of life.

 

General Administration Responsibilities

  • Levels 1 – 2
    • Attend Freeman Heyne Planning Sessions, be enthusiastically involved with ideas and suggestions
    • Offer suggestions on improvement to client service systems and procedures
    • Be aware of how you can assist other team members and provide help as needed
    • Support Advisors as needed/required
    • Assist with general administration as needed
  • Level 3
    • Confirm (and/or ensure completion by interns) all appointments by phone
    • Maintain (and or ensure maintenance by interns) office equipment; ensure all routine office maintenance is completed by building maintenance (light bulbs, trash collection, sink clogs, etc.); keep copiers and printers stocked with paper/ink cartridges
    • Oversight of document destruction; monitoring document scanning process.

 

 

Client Service Responsibilities

  • All Levels
    • Promote and achieve through client service, the Freeman Heyne vision, values and goals
    • Understand firm services
    • Offer suggestions for improving client database and work flow tracking to deliver improved client service
  • Level 1
    • Support Levels 2 & 3 CRMs, as directed
    • Prepare client update materials needed for Advisor update and client meetings
    • Conduct research, prepare reports, compose correspondence as directed
    • Prepare client paperwork for meetings or as requested
    • Execute client changes - addresses, beneficiary, etc.
    • Order insurance illustrations as directed and prepare applications to be ready for client signature
    • Schedule and confirm client update meetings for Advisor based on Client Service System
  • Level 2
    • Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
    • Support Advisor in managing assigned client accounts
    • Responsible for client work flow tracking and ensure client service is implemented
    • Track client service calendar status
    • Review completed client paperwork for accuracy
    • Coordinate client communication
    • Monitor and follow up on client service action items
    • Communicate with clients on status of projects
    • Follow up on client service needs
    • Monitor status of paperwork / projects as processed
    • Coordinate and send service e-mail blasts through Compliance Office as needed
    • Provide input to Advisor on client service issues, needs, etc.
  • Level 3
    • Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
    • Demonstrate strong commitment to leadership
    • Act as a model for other CRMs through exemplary performance and embody Freeman Heyne values Independently maintain and provide improvements to client database and work flow tracking
    • Ongoing assessment of client work flow
    • Support Advisors in the following activities:
      • Develop outlines for client meetings (recommendations for Advisor review)
      • Attend end of client meetings to assist client with paperwork and documentation
      • Assist with the sales processes (e.g. PPT creation, processing and follow up of applications)
      • Provide internal client recommendations (directly to advisor for review)
      • Participate in and take an active role during client meetings as requested
    • Responsible for client touch base, including calling to review previous meeting with clients to see if they have questions, follow up on outstanding items and to ensure they are receiving firm materials
    • Provide recommendations to Advisor on client service issues, needs, etc.
    • Attend wholesaler meetings to maintain working knowledge of each investment product that FH uses as a part of client portfolios.
    • Understands how to implement firm services
    • Support the growth and development of the CRM Team through ongoing feedback and assistance.

 



Technology & Operations

  • All Levels
    • Use Freeman Heyne technologies, software, procedures and systems to maximize client experience
    • Aid and provide input in decisions regarding technology updates as needed/directed
    • Track insurance applications in process
    • Continuously look for tools and solutions to help increase position & firm efficiency
  • Level 1
    • Support Level 2 & 3 CRMs, as directed
    • Once licensed, execute client trades
    • Prepare reports and paperwork such as: meeting agendas, minutes, performance reports, invoices, and cost basis worksheets, etc.
    • Complete applications and paperwork for clients, reviewing for completeness and accuracy
    • Process periodic distributions (IRA RMDs, monthly/quarterly income/principal, etc.)
    • Process account / beneficiary changes
    • With client authorization, provide information to 3rd party professionals (CPA, Attorney) as required
    • Implementation and Maintenance of Client Relationship Management System as it relates to client related activities, including:
      • New Client Data Entry
      • Merge Forms, Creating and Updating
      • Reports, Creating and Updating
      • Data Maintenance
      • Procedures
    • Opening & closing accounts
      • Account forms
      • Follow-up
    • Assist with work instructions
    • Outside fund companies operations
      • Review and update product materials
    • Level 2
      • Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
      • Order and direct the transfer of funds and securities as directed by client
      • Arrange client withdrawals, wire instructions, check requests, and ACH debits / credits (Level 2)
      • Complete assigned work instructions
      • Enter/verify account fee schedule
      • Verify cash balances for accounts where fees are debited
      • Assist with Level 3 responsibilities
    • Level 3
      • Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
      • Ensure client data is up to date and accurate
      • Support Advisor in the following activities:
        • Retirement projections
        • Case Planning
        • Research issues regarding investments, insurance, estate planning as directed
      • RMD (Required Minimum Distributions) Coordinator, if assigned
      • LCS correspondence (submit EE issues & follow up, dispute & reconcile bill, research & drive implementation, serve as go between for staff.
      • Oversee/ Assist with technology responsibilities as needed
      • Work with internal/external IT support on acquisition, installation, and maintenance of hardware and software
      • Function as the network administrator for office in which located
      • Assist with Human Resources administration, as directed/requested
      • Manage interns (ensure interns remain on task and answer any questions)
      • Review and approve intern timecards and monthly evaluation reports
      • Oversee coordination and implementation of firm project as needed or requested
      • Maintain and improve business administration/operations work processes and tracking
      • Facilitate (with management) maintenance of firm contracts (i.e. equipment, vendors, etc.) and monitor and update renewals on a timely basis
      • Serve as primary contact for all vendor relationships and services; Communication and organization of miscellaneous office vendors and services
      • Responsible for MasterCard (obtaining receipts, expenses reports, safekeeping of card)
      • Participation in B/D level focus/feedback groups as approved by Firm

Minimum Requirements

  • All Levels
    • Excellent written and verbal communication skills
    • Advanced level computer skills; advanced knowledge of Microsoft Office Suite
    • Exceptional organizational skills; ability to multi-task in dynamic environment
    • Comfort with being a “Team Player” and doing whatever is needed, big or small
    • Able to manage and get along with diverse personalities
    • Professional appearance and demeanor
    • Well-developed interpersonal skills
    • Attention to detail with a perfectionist’s eye
    • A willingness to succeed and grow and invest in yourself
    • Demonstrate both the attitude and aptitude for advancement
    • Maintain all licenses required for the position (or licenses you hold as approved by Freeman Heyne) and complete all CE requirements for these licenses
    • Support of Firm’s Values and Mission
    • Effective use of Junxure / CRM
  • Level 1
    • Bachelor’s degree / on track for a Bachelor’s degree
    • 0 – 2 years of relevant work experience in Business Administration and/or Financial Services
    • Life and Health Insurance License within 2 months of employment
    • Notary within 2 months of employment
    • Series 7 securities license within 180 days of employment
    • Series 65/66 securities license within 240 days of employment
    • Attend a minimum of 1 professional development activity (workshop, seminar, etc.) per year as approved by Freeman Heyne

 

  • Level 2
    • Bachelor’s degree
    • 3 – 5 years of relevant work experience in Financial Services
    • Notary
    • Life and Health Insurance License
    • Series 7 and 65/66 securities licenses
    • Initiation of CFP, Paraplanner or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH)
    • Attend a minimum of 2 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne

 

  • Level 3
    • Bachelor’s degree
    • 5+ years of relevant work experience in Financial Services
    • Notary
    • Life and Health Insurance License
    • Series 7 and 65/66 securities licenses
    • CFP or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH) required
    • Advanced CE as required or approved by firm
    • Attend a minimum of 3 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne
    • Ability to independently train Level 1/Level 2 CRM as needed/requested

 

Essential Mental & Physical Functions (All Levels)

  • Impeccable ability to maintain confidentiality and integrity
  • Effective follow-up, deadline focused
  • Ability to pick up new computer programs quickly
  • Detail-oriented with high degree of accuracy
  • Energetic, eager to learn, willing to cooperate
  • Self-motivated with ability to work independently and direction
  • Ability to sit for extended periods of time working on computer
  • Ability to communicate with Clients and Vendors

 

Equipment Used (All Levels)

  • Constant use of computer, keyboard, scanner and mouse
  • Frequent use of telephone
  • Office equipment, including Copier, Fax, etc.

 

Additional Comments (All Levels)

  • This is a back stage / support position; no new business generation responsibilities are involved
  • Nothing in this Position Description restricts management’s right to assign or reassign duties and responsibilities to this position at anytime