Weekly

Client Service Manager (CSM) Job Description

Job Title: Client Service Manager (CSM)

Reports to: Director of Service Delivery

Compensation:

• Salary: $65-$75
• Bonus: 4% of salary (granted at 1%/quarter based on objectives determined each quarter)
• PTO: 10 days
• Sick Time: 5 days
• Company Holidays: 10
• Benefits: $300/month insurance credit (applies only to employees enrolled in Caliber’s group health plan)
• 401(k) : 4%match on 401K contributions of EE contributions (after first 90 days)

Priority Objectives:

• Client Relationship Management – provide support for at least 300 Caliber Households/Clients and their corresponding Advisors. Act as co-primary point of contact for clients, addressing inquiries, concerns, and requests.
• Client Retention & Satisfaction – monitor client satisfaction and proactively address any issues or concerns alongside Department Director to ensure high levels of client retention.
• Reporting & Tracking – prepare and deliver scheduled reports in full and on time. Correspond with the Service Delivery Team and Advisors to address all items.
• Team Collaboration – collaborate with internal teams, including Operations, Compliance, Billing and Department Director to ensure seamless service for clients.
• Continuous Improvement – continuously seek opportunities to enhance client service processes, streamline workflows, and improve overall efficiency. Actively participate in required professional development and training to remain in good standing with industry compliance standards.

Organization

• Claim and clear all Custodial Alerts for the Advisors you support – Daily
• Link all correspondence in Advyzon – manage Unlinked CRM
• Reporting & Tracking – proactively address actionable items.
• ‘Zero out’ tasks by end of each week
• Meeting Prep – see schedule below
• Prompt follow up with clients to confirm inquiries and requests.

Client Onboarding – facilitate onboarding process start to finish:

• Client Profile Setup
• Account Setup
• Ancillary forms
• Everplans
• Client Access Setup
• GPM Data Entry
• Account Transfers
• Investment Agreement(s)

Account Maintenance – track and complete all requests/tasks via Outlook Tasks synced to CRM

• ROTH Conversions
• Excess IRA contribution removals
• Establish Dividend Reinvestments
• Life Insurance Quotes
• Rebalance Tool Model & Linking
• Death and Divorce settlements
• Basic trades to meet cash needs/distributions
• 401K Rollovers
• Annuity Surrenders/processing
• Donor Advised Funds – setup & servicing
• Security-Based Loan Applications – setup & servicing
• Enhanced Savings Program – setup & servicing
• Qualified Charitable Distributions

Client Inquiries & Advisor Requests

• Complete Advisor requests by designated due date or within 24 hours of request if due date is not noted.
• Same day response to all client inquiries received before 3pm.
• Money Movement Requests to meet cash needs.
• Manage and track client inquiries from start to finish
• Review previous meeting notes to identify old inquiries and prep for upcoming meetings.

Regular Reporting & Tracking

• Service Activity & Calendars
• Prospect & Client Onboarding Workflow
• Rejected documents and resolution plan
• Insufficient Funds Report/Periodic Payment lookahead including negative cash balances.
• High Cash Balance Report – Discretionary Managed Accounts
• Outstanding Docusign Envelopes
• Client Onboarding Approvals
• Alerts Portal – address all active alerts & activity with plan to claim and resolve

Monthly

• Prudent Process report 3rd Monday of each month (Q3 and Q4)
• RMD reports 1st Monday of each month (Q3 and Q4)
• Update and address Active Wealth Advisory Plans and corresponding Billing Report
• Submit Billing Template to Advyzon
• Low-Trade Report
• Documents Due– review and communicate plan of action to complete/resolve any outstanding documents

Annual

• Q1 - In Jan and Dec each year, pull IRA funding reports to identify ROTH IRA funding opportunities for current and previous year

Recurring Meetings

• Daily Check-In with Director of Service Delivery – 1 hr total/week
• Weekly 1:1 with Advisors
• Bi-Weekly Service Delivery Team meeting
• Bi-weekly 1:1 with Director of Service Delivery

Job Type: Full-time

Pay: $65,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Education:

• Bachelor's (Required)

Experience:

• Work in a Financial Planning Practice: 1 year (Required)

Work Location: In person