Client Service Manager

Company Overview

Merit is a fast‑growing financial services firm that invests heavily in the growth and development of its team members. The firm seeks to educate and help individuals reach their financial goals as they transition into retirement and beyond. Merit provides objective financial advice, builds long‑lasting relationships, and offers tailored solutions that promote growth and help clients achieve their goals.

The Client Service Manager is a key role that ensures excellence in customer service. This person manages client interactions, maintains the highest level of confidentiality and discretion, and completes appropriate paperwork in a professional and timely manner.

• Develop and maintain solid relationships with clients.
• Assist with scheduling client appointments for the advisor.
• Investigate and resolve various administrative matters impacting the client’s overall situation, including abandoned property issues, cost basis determination, account and transaction history as needed, identification of fees assessed, resolution of corporate actions, and any other activity or issue needing attention.
• Provide operational support for all existing and new clients, including:
  • Account transfers
  • Move money requests
  • Branch check deposits to client accounts
  • Conversions
  • Beneficiary updates
  • Estate processing
  • Process and manage all the new and existing annuity (custodian system) and life policies
  • Alternative investment orders
  • Perform necessary client transactions upon request
• Research and resolve client inquiries, return all client calls, and ensure client satisfaction at all times.
• Proactive follow‑up with clients to confirm account updates, paperwork, and check receipt.
• Meet with clients when applicable for new client forms signatures and processing.
• Review notes from client meetings and complete action items.
• Deposit physical checks received at branch via remote check deposit tool.
• Review account transactions daily to monitor trade requests placed, confirm deposits posted, transfers received, and confirm client withdrawal requests sent.
• Set up new client online account access and assist existing clients with online account access.
• Maintain required minimum distributions.
• Submit and follow‑up on advisory trade requests with Merit Investment Team.
• Document all communication and interactions with clients, prospects and processing managers in Salesforce CRM in a timely manner.
• Work closely with the Processing Manager for your region.
• Maintain paperless client files on our cloud‑based system.
• Keep advisor(s) book of business updated within the custodian systems, Salesforce & Orion.
• Collaborate with the Client Service team across all branches to keep up with changes at custodians and develop and improve systems and processes.
• Resolve account‑related compliance requests.
• Maintain and submit branch compliance files quarterly.
• Track and submit insurance licensing, renewal and appointments.
• Handle miscellaneous operational activities and projects.
• Participate in prospect and client events.

• Competitive salary based on experience
• Medical, dental, vision, life & personal accident insurance
• Short‑term and long‑term disability insurance
• Flexible Spending Account (FSA), Health Savings Account (HSA), or Dependent Care FSA
• 401(k) plan with company matching
• Paid time off (PTO) and paid holidays

• Associate’s or Bachelor’s degree
• A minimum of 2–4 years in client service for a wealth management firm
• FINRA S6 or S7 and S63/S65 or 66 (preferred, not required)
• Previous experience working on Fidelity or Schwab platforms (preferred)
• Excellent knowledge of the securities industry’s rules and regulations
• Proficient computer skills (email, Internet) and proficiency in Outlook, Word, Excel, and Salesforce
• Excellent written and verbal communication skills
  
  Outstanding teamwork and time‑management skills
• Excellent interpersonal skills
• Ability to handle multiple tasks and operate under tight deadlines
• Strong team‑oriented mentality with a desire to achieve personal and company performance goals
• Ability to interact with clients and team members professionally and respectfully
• Detail‑oriented and self‑motivated
• Curiosity and ingenuity to help implement new client‑related technology solutions and creatively build and maintain methods and procedures of the company