Key Responsibilities:
1. Onboarding & Relationship Management
Facilitate smooth onboarding of new clients, ensuring a seamless and personalized experience from day one.
Serve as the primary point of contact for assigned clients, building strong, trust-based relationships.
Understand each client’s financial goals, preferences, and long-term objectives to tailor advisory services accordingly.
2. Customer Advocacy & Support
Actively engage with clients to identify their evolving needs and ensure they are receiving maximum value from our services.
Conduct regular check-ins and satisfaction surveys to proactively gather feedback and ensure a high standard of service.
Represent the voice of the client within the company, advocating for improvements and enhancements to the customer experience.
3. Retention & Client Growth
Monitor client satisfaction, engagement, and portfolio performance to identify potential churn risks and retention opportunities.
Collaborate cross-functionally with advisory and operations teams to resolve client inquiries and ensure timely service delivery.
Identify and drive opportunities for upselling and cross-selling relevant products or services that align with client needs.
Develop data-driven strategies to improve retention, deepen relationships, and increase customer lifetime value.
4. Feedback & Insights
Collect and analyze client feedback to inform service improvement and product innovation.
Communicate market updates, performance insights, and financial trends to clients in a timely and proactive manner.
Track and report customer success metrics (e.g., NPS, engagement scores, renewal rates) to internal stakeholders.
Stay up-to-date on industry developments, compliance trends, and best practices in customer success within financial services.
Qualifications:
- Bachelor’s degree in business, Finance, or a related field.
- Proven experience in customer success, account management, or client relations in the financial industry.
- Strong communication, interpersonal, and problem-solving skills.
- Knowledge of financial products, markets, and advisory services.
- Ability to build trust, drive client engagement, and deliver customer value.
Additional Requirements:
- Certification in financial planning or wealth management is a plus.
- Proficiency in CRM software and Microsoft Office applications.
