We are Pandowealth. Our mission is to provide financial wisdom and leadership to the quickly growing network of Chick-fil-A store Operators and Support Center Employees across the nation. We are searching for a talented Client Service Associate to join our growing team of experts whose knowledge and skills will make a difference in the lives of our clients and their families. We feature a competitive comp package and benefits, visionary leadership, a quickly growing organization focused on excellence and developing a highly efficient culture, and an emphasis on a family-first approach with our team.

Role Overview

The Client Service Associate’s primary responsibility is to support and work alongside the Associate Advisors, Lead Advisors, and Senior Advisors so that, together, you can provide exceptional service to existing clients. Your role is to gain knowledge, practical experience and skills in handling all aspects of client relationship management related to client servicing. Your responsibilities include communicating with our team, leads, clients, and vendors as well as working collaboratively with our service and operations teams.

You will enjoy getting to know clients, their families, and their unique goals, which enables you to provide the very best client services in a non-advice-related supporting role. Your focus is on becoming a well-liked, trusted contact for our clients where you become part of an indispensable service team in their lives. Your primary job responsibility is to excel in a supportive role that creates “raving fan” clients who refer others to our firm.

You will have a high-level overview of all of our services and be familiar with all of our clients so that you know where to go. You will serve as the first line of defense for client inquiries whether by email, phone call, text messages, and case handling. 

Responsibilities

• Work closely with team members to manage all operational and administrative aspects of our client relationships and daily operations 
• Excel in administrative, operational and client service support 
• Help keep the service team working together smoothly and efficiently
• Professionally answer phone calls and emails
• Schedule and confirm appointments for leads and clients when necessary
• Act as a primary contact for handling client meetings and transactions, responding to and resolving routine client inquiries by addressing cases in our Client Relationship Manager (CRM) queues
• Resolve routine administrative problems directly, request assistance or escalate to advisors for more complex problems
• Assist with organizing and tracking new business activities
• Distribute 401(k) proposal documents as needed
• Follow up with leads who have received a proposal
• Prepare materials for meetings, as needed
• Learn and use the firm’s workflow system on a daily basis
• Assist with any compliance-related duties
• Keep client information in CRM current and enter updates
• Send and process secure documents from clients
• Process client forms requiring physical and e-signatures
• Complete new account openings and client accounts transfers with our investment custodian
• Complete IRA rollovers to clients’ 401(k) accounts
• Be proficient with Pardot in order to be a primary user for email communications
• Assist in supporting the year-end process for our retirement plan clients
• Create professional emails and documents as needed
• Support Administrative Specialist in generating invoices and process payments
• Collaborate with team members on internal projects
• Assist with training others in this role as the firm continues to grow
• Other duties as assigned 

Education and Experience

• High School Diploma required
• College degree, preferred
• 1 - 3 years of recent, relevant customer service experience is preferred.
• Proficiency with Google Suite, Microsoft Office, Salesforce, and DocuSign is desired.
• Knowledge and experience with Chick-fil-A culture is a plus.

Qualifications

• Exceptional organizational skills and strategic initiative towards implementing new process improvements.
• Ability to do what you say you will do, when you say you will do it. When you take ownership of a task or project, everyone else on the team should feel comfortable knowing that it is taken care of.
• Clear, accurate, and confident written and verbal communication.
• Ability to maintain a high level of confidentiality.
• Aptitude for and comfort with technology.
• Service-minded, both in service to our clients and to the rest of our team.
• Able to be empathetic and conduct fluid conversations with all different age groups and personality types.
• Experience operating in a paperless environment is a plus.

Firm Information

Location: Remote

Status: Full-Time, Exempt

Compensation Range: $45,000-$60,000 base pay; plus incentives and designation pay

Supervisor: Client Service Team Lead

Benefits:

• Defined career path and upward mobility
• Flexible work schedule
• Unlimited vacation time 
• Health, dental, and vision insurance
• HSA, FSA, and FSA-dependent options available
• Life Insurance
• 401(k) retirement plan with 5% company match
• Annual professional development allowance
• Education reimbursement opportunities
• Cell Phone / Internet Subsidy
• Paid parental leave for birth or adoption of a child
• Office set up allowance
• Branded clothing allowance
• Reimbursement for costs associated with certifications & maintaining CE's
• Company-owned laptop computer provided