Client Operations Associate

Company Description

TBH Advisors has over 15 years of expertise in financial planning, dedicated to serving individuals, families, and institutions. We focus on creating personalized, comprehensive plans to help clients achieve financial stability and long-term goals. Known for our world-class customer service, extensive knowledge, and transparent approach, we aim to assist clients in navigating financial uncertainties with confidence. Our commitment ensures financial success through a tailored strategy for every client.

Job Title: Client Operations Associate

Salary: $50,000 with performance increase

Reports To: Financial Advisor, Client Relationship Manager as needed

Job Purpose: Under the direction of the Financial Advisor, the Client Operations Associate will assist in the overall operational efficiency, operational processes and procedures for the team. Direct day- to-day operational functions, ensuring compliance with firm and regulatory policies and procedures. Provide general and specialized administrative support to the team, and perform varying multitude of client operations processes and provide internal office support.

Company Culture: Our culture is defined by the character of its team members. As a result, each team member must possess an unyielding desire to exceed client expectations. We serve our clients the way we want to be served. Being entrusted with our clients’ livelihood means that every workday activity and interaction requires the highest degree of ethics and professionalism. Your daily activities are to be completed correctly and efficiently the first time. Our continued success depends on a diverse array of professionals working together toward common goals and each of us promoting a shared culture of excellence and mutual accountability.

Our firm is also a unique work environment that values work ethic, teamwork and strategic cooperation among both its advisors, planners and its team. Each team member brings a unique skill set and experience to the organization, and we value and respect everyone’s unique talents. All team members are expected to be respectful of each other and strive to make collaboration and cooperation among members of the firm a cornerstone of our culture and success.

Accountability is also a key element in our success. We are committed to a proactive culture so that each of us is accountable for doing what we agreed to do to the very best of our ability and within the agreed-upon time frame. Target dates are to be communicated with each assigned task. If they are not, it is the responsibility of the assignee to obtain a target date for completion. Persons assigned such tasks will be accountable to report back as to the status of the tasks assigned.

Knowledge / Requirements

• Associates or Bachelor’s Degree preferred, but not required
• 3-5 years operations or administrative experience in a financial services environment, preferred but not required
• Basic knowledge of administrative assistant skill sets (email, phone etiquette, etc.)
• MS Excel, Word, Outlook, Canva, etc. proficiency to produce presentations, correspondence, electronic communication, create and maintain spreadsheets
• Salesforce, preferred, but not required
• Social Media Marketing – Instagram, X, Facebook, etc., preferred but not required

Job Skills

• Effective problem-solving skills to support the Team
• Above average organization and attention to detail
• Ability to analyze current procedures and created efficiencies
• Organize, manage, and track multiple detailed tasks and assignments with frequently changing priorities and deadlines in a fast-paced work environment
• Professional, service-oriented demeanor
• Detail oriented to ensure accuracy of reports and correspondence
• Serve as a role model and lead others in providing a high level of customer service
• Articulate reasons behind decisions.
• Keep all appropriate parties up-to-date on decisions, changes, and other relevant information.
• Establish and maintain effective working relationships with others.
• Identify problems, gather facts, and develop solutions.
• Demonstrate excellent work ethic
• Use appropriate interpersonal styles and communicate effectively, both orally and in writing with all levels of the organization
• Ability to work collaboratively as well as independently within a team environment
• Ability to receive coaching and mentoring from senior members of the team
• Ability to take pride in other team members’ successes
• Ability to be cross-trained with other team members
• Ability to proactively assist in tasks and problem solve with little direction
• Knowledge of social media platforms and how to do recordings (preferred, not required)

Principal Accountabilities

• Anticipates client needs, solves problems and follows through with exceptional service
• Responds to incoming emails and telephone calls in a professional manner to ensure that the client’s request is met in a timely fashion
• Assists in calendar and schedules meetings for clients, prospects and outside vendors, as needed
• Documents all relevant action items and tasks in Salesforce
• Maintains all current TBH Advisors systems as presented
• In conjunction with other team members, prepares and coordinates documents in preparation for meetings
• Onboards new clients with direction from the Financial Advisor/Client Relationship Manager
• Interacts internally with other team members and with Fidelity, and any other financial institutions, to develop cooperative relationships and guarantee timely follow through on requests
• Executes project-related tasks to contribute to the firm’s development
• Works closely with the Financial Advisor in coordinating daily client correspondence, daily client needs, etc.
• Cultivates ideas to develop or help improve office systems and protocol; and, implement such ideas
• Provide concierge level of experience with every task
• Serves as an Administrative Assistant to the Financial Advisor

Attributes and Behaviors:

• Develops and maintains positive working relationships with others
• Willing to learn new methods of execution/Able to create new efficiencies and processes
• Actively shares ideas and information on firm roles, responsibilities and systems
• Admits to mistakes immediately and works quickly to resolve the issues
• Maintains a high service ethic and is passionate about meeting and assisting clients
• Keeps pace with changes and acquires knowledge/skills necessary for business development

Sample of Specific Job Assignments:

• Opening new accounts
• Inputting data into misc financial software, including Salesforce, Fidelity, etc.
• Maintaining organization of client documents, including scanning and filing, etc. of digital client files
• Preparing Team Meeting agendas
• Creating client pre-meeting agendas