Client Service Representative - Financial Services

Introduction

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them.

We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work;

think of Gallagher.

The Client Service Representative (CSR) provides support and service to financial advisors and clients. You will be responsible for tasks supporting our day-to-day operations which include middle and back-office processes. Our ideal candidate has proven in-depth knowledge of the investment financial industry that includes concierge level service, operational critical thinking skills, and a strong background in processing of insurance, annuity and brokerage business.

The Client Service Representative is responsible for processing financial transactions, including but not limited to 401k and pension rollovers, and customer and advisor requests at a high rate of quality and productivity into a variety of products. This role is responsible for following a variety of documented product procedures and matrices for multiple partners. The candidate must be adaptable and able to work in a high-paced environment and work.

A degree of decision making is essential to this position.

This is an onsite position based out of our Richmond, VA office. We require experience in the financial services industry.

• Work directly with advisors to prepare, process, and set up new accounts and account transfers using digital solutions.
• Collaborate with our business partners to ensure operational efficiency – to include advisors and CSR’s in other locations as needed.
• Handle daily outgoing and incoming calls and emails from advisors based on their inquiries.
• Process client requests pertaining to their accounts.
• Correspond directly with clearing firm, portfolio management firm, insurance and sponsor companies.
• Stay up to date with products and procedures.
• Maintain and update client records in web-based system (currently Redtail CRM).
• Occasionally meet with clients and walk them through the paperwork process.
• Perform all follow-up for clients, including (but not limited to) maintaining and servicing client accounts, depositing checks, and setting up monthly distributions.
• Assist in creating relationships, portfolios, and complete full account setup in the Portfolio Accounting System (PAS). Includes the submissions/entry of supporting data and research if needed.
• Assist in monitoring of accounts and activities in PAS, custodial and portfolio management firm system.
• Support tasks related to advisor onboarding, transition, and internal conversions.
• Written and verbal interactions with IARs and their staff, custodian service team, portfolio management firm service team and service team at PAS.
• Act as backup support to team members on a needed basis.
• Development, implementation, and maintenance of operational procedures.
• Serve as main point of contact for any insurance and annuity inquiries and problem resolution.
• Facilitate training for advisors and internal support staff on insurance and annuity products and processes.
• Assist with other projects/tasks as needed.

Required:

• High School Diploma/GED and 1+ years of related experience.

Preferred:

• Familiar with Redtail, Black Diamond, Docusign and Fidelity.
• 2-5 years financial industry experience with extensive knowledge of RIA/IAR space.
• Strong background in processing of variable annuity and direct sponsor applications working with fund sponsor companies and insurance companies.
• Perform and adapt to a fast-paced environment including the use of…