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Senior Associate, Advisor Support

Hudson, Ohio

Position Title     Senior Associate, Advisor Support

 

Reports to          Associate Director II, Advisor Support  

 

Classification     Exempt

 

POSITION SUMMARY

The Senior Associate, Advisor Support, is a client service professional who assists financial advisors, their staff, and donors to provide a best-in-class service experience throughout the lifecycle of a donor advised fund (DAF). The individual will be required to communicate clearly in both written and verbal communications, work collaboratively within the organization, share best practices, and aid in the continuous improvement of the services provided by the company. This individual typically has expertise in active listening, problem-solving, building client rapport, and maintaining client relationships. The role partners with internal teams to resolve issues timely and accurately, often serving as a liaison to support both program requirements and processes. The role is also responsible for providing a service experience where financial advisors see the company as a valued partner supporting the donors' philanthropic goals.

 

ESSENTIAL RESPONSIBILITIES

  1. Through call center and various written inquiries, provide service solutions and educate financial advisors and their staff on program requirements and processes throughout the lifecycle of donor-advised fun
  2. Professionally resolve inquiries in a timely manner and communicate follow-up, as necessary.
  3. Become a subject matter expect in all DAF-related issues, procedures, processes, and system
  4. Make autonomous decisions on approach in handling service inquiries to ensure that client needs are understood, anticipate outcomes, and set clear expectations to address the request or conce
  5. Collaborate cross-functionally with other team members and departments to resolve inquiries, as necessary.
  6. Record and monitor all activity in CRM system.
  7. Build upon existing relationships with financial advisors by providing a best-in-class service with the goal of client retention.
  8. Complete all special projects as assigned by the Associate Director II, Advisor Support.

 

SKILLS AND QUALIFICATIONS

  • Bachelor's degree preferred
  • 3 or more years of experience in the financial services or banking industry preferred
  • Experience using Salesforce or equivalent CRM preferred
  • Experience in call center service preferred
  • Intermediate Microsoft Office skills (Excel, Word)
  • Highly organized with strong attention to detail and accuracy
  • Excellent written and verbal and interpersonal
  • Critical thinking and client service skills
  • Patient, professional, positive demeanor, and adaptable to change

Ren is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

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