Client Service Operations Team Lead

Client Service Operations is critical in ensuring operational success in all client-related matters. Our relationships with our clients are one of the most important aspects of what we do at Bartlett.  The client service operations team’s purpose is to centralize and improve on many of the integral components of the client experience.  

The Client Service Operations Lead is responsible for the overall success of critical functions such as client onboarding, new account setup, client service needs such as gifts and donations, and more. A core responsibility of this role will be to act as the CRM business administrator. They are responsible for ensuring business requirements are being captured and translated into functionality within the CRM. There will be a great deal of opportunity to work with management to design new processes and workflows that will lead to a more efficient and productive client service team. 

What You'll Be Doing:

• Lead and manage client service operations functions including, but not limited to:
• Process new account paperwork
• Send select monthly reports and statements to clients
• Process delivery of quarterly appraisals to clients
• Assist with client presentation collateral
• Client portal setup and maintenance
• Process check scans to custodian
• CRM Administration
• New client account setup
• Workflow design collaboration and development
• Identify missing/incorrect data
• Process improvement
• Process new client onboarding
• Handle client charitable outbound stock donations, including transfer of securities and gift letter notification.
• Handle inbound charitable gifts, including sale of securities and notification to charities.
• Process qualified charitable distributions (QCD), including gift/notification letters.
• Process contributions to Donor Advised Funds (DAF), including gift/notification letters.

Requirements

What You Need:

• High School diploma.
• Bachelor’s degree in Finance, Business Administration or other related field is preferred.
• 5+ years of relevant work experience with a financial services/wealth management firm is preferred. Specific experience in and knowledge of client service and operations is preferred.
• Strong aptitude and proficiency in technology solutions, including but not limited to, Adobe Acrobat and Microsoft Office Suite (Excel, Word, and Outlook). 
• Strong aptitude and experience working with wealth management systems is preferred. Systems include, but are not limited to, Addepar, Charles Schwab Advisor Services, and Fidelity Wealthscape.
• Experience working with Salesforce-based (or Practifi) CRM is preferred.
• Proficiency in digital document filing systems is a plus.
• Strong mathematical skills required to prepare and interpret account and financial summaries.
• Independent, self-starter, strong finisher who:
• Asks questions, raises concerns and asks for help.
• Take initiative and is intrinsically motivated and passionate about what we do.
• Is committed to their teammates and their team's success.
• Is dedicated to providing legendary client service.
• Takes responsibility for the quality and accuracy of their work and their actions.
• Effectively communicates with a wide range of people in a professional manner using tact, courtesy, and good judgement.

• Process oriented, with experience in project and workflow management and process improvement.

• Ability to juggle multiple projects with strong organizational skills to determine priorities and manage time for self and team in a changing work environment.

• Strong reasoning and problem-solving skills.

• Strong attention to detail.

• Collaborative team-player with the ability to work with and through others.

• Highly flexible and open to change.

• Ability to be innovative and think creatively.

• Strong mathematical aptitude.

• Efficient in English grammar, vocabulary, spelling, and punctuation – oral and written.

Benefits

What's In It For You:

• A Top Workplace winning culture built on teamwork, integrity, and diligence.
• Engaging work environment.
• Opportunity for professional growth and development.
• Competitive salary and eligibility for annual firm profitability/individual performance incentive.
• Comprehensive benefits package including medical, dental, vision, life, and long-term disability insurance, flexible spending accounts and the items listed below.
• 401(k) plan with match and profit-sharing contribution.
• Generous paid time off.
• Paid parental and medical leave.

Bartlett is an equal opportunity employer.

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