Client Services Manager

POSITION SUMMARY

As a member of Cassaday & Company, a top wealth management firm in the country and Virginia’s #1 financial advisor, you will support the firm by managing the Client Services team, developing and maintaining relationships with firm clients, and helping them maximize the value they’re getting from our services.

The Client Services Manager will report directly to the Director of Client Services, will work closely with the Director of Operations & Client Experience, and will have daily interaction with senior executives, internal departments, and our clientele.

RESPONSIBILITIES

• Manage a team of 6+ direct reports
• Oversee timely and proper task execution of Client Service Department work by running 1:1 CSA meetings, CRM task review and prioritization, and tracking task completion.
• Provide performance feedback, mentoring, and coaching to all CS team members.
• Collaborate with stakeholders to effectively resolve, record, and report on client issues
• Independently manage complex and high priority client questions and issues, ensuring timely resolution of requests and accurate communication.
• Use Broker-Dealer systems to monitor for rejected requests, facilitate resolutions, and address trends in rejected work.
• Own New Hire Training Process for CSAs, including establishment and oversight of training objectives, schedule preparation and coordination, administering onboarding sessions, and completing performance reviews.
• Perform regulatory requirement oversight by monitoring for, evaluating the impact of, and ensuring compliance to requirements on an ongoing basis. Address violations with the Chief Compliance Officer.
• Use Industry knowledge and experience to assist Director in researching and advising on options for atypical client situations and requests from colleagues
• Participate in planning and execution of department goals and special projects.
• Collaborate with stakeholders on inter-department process development, documentation, and deployment.
• Provide coverage for CS Director as needed.

REQUIRED QUALIFICATIONS

• Bachelor’s degree (BA) or equivalent industry experience required.
• 6-10 years’ experience in a Client Services role at an Investment Management Firm .
• 2+ Years experience managing/leading a team of 2+ direct reports, including demonstrated skills in Performance Management, Team Member Coaching and Feedback, Hiring and Training, and SOP development and oversight
• 2+ Years Experience using CRM system and CRM workflows for task management. Tamarac experience a plus.
• Advanced knowledge of financial systems and experience working within them to execute transactions
• Advanced knowledge in IRS, DOL, and FINRA regulations and experience in applying and/or adhering to those within a CSA role.
• Exceptional written and verbal communication skills, including strong proofreading ability.
• Superior organizational skills with exceptional attention to detail and commitment to improving accuracy of data and preventing errors
• High Proficiency in Microsoft Office Suite tools (Outlook, Excel, and Word).

PREFERRED QUALIFICATIONS

• Series 7 & Series 66 licenses
• Expertise in KPI establishment, tracking, and reporting
• Advanced Excel skills.
• Strong process orientation and a demonstrated ability to execute and deliver projects in a timely and efficient manner.
• Self-motivator who can adapt and respond to different types of requests on-the-go
• Experience in a fast-paced working environment and the ability to multi-task, prioritize and manage time effectively
• Experience working with Pershing as a custodian and/or Osaic as a Broker-Dealer

SUCCESS CRITERIA

• Excellent organizational skills with the ability to prioritize and complete work efficiently.
• Ability to juggle multiple priorities with competing deadlines.
• Ability to exercise independent judgement with minimal supervision.
• Ability to maintain a high degree of confidentiality regarding client and internal team member affairs.
• Team player mindset. Willingness to do whatever is needed, big or small.
• Client deliverables and CRM tasks are assigned to the appropriate resources.
• Timelines consistently met.
• Impeccable work quality (timely, accurate, thorough).
• Professional, productive, and effective communication with internal and external clients.
• Effective use of technology and resources to achieve results.

ABOUT US

Cassaday & Company manages over $5 billion in assets for over 3100 households.

Since its inception in 1993, Cassaday & Company has been recognized for employee development, community service, as a best place to work, as one of the fastest growing companies in the country, and as one of the top wealth advisors in the United States by outlets such as Barron’s, Forbes, Inc. 5000, Investment News, Financial Times, Washingtonian, and more.

CASSADAY & COMPANY BENEFITS PACKAGE

• Healthcare options, including medical, dental, vision, life, and disability insurance, with majority of premiums paid by the firm
• 401(k) options
• Paid time off
• Telework options
• Health & Wellness Program, including paid gym membership and quarterly & annual employee wellness events
• Paid parking in covered garage, OR monthly public transit subsidy
• Tax-free Dependent Care Assistance
• Education & Tuition Assistance programs
• Company-sponsored employee appreciation events