Role
The role of the Director of Client/Advisor Experience is to ensure the centralized services that are provided are at a level that is pre-eminent for our clients and our advisors, ensuring everyone feels supported, heard, and appreciated. Advisors should be able to overwhelmingly focus on growing their business with minimal distraction by way of administrative processes.
This role has an impact on our firm in that we are setting the bar high for how clients and advisors should be treated, through leading by example. This individual ensures the continuation of an efficient, effective and organized client experience, and acts as the liaison between the network office and home office as well as the financial representative and clients.
Responsibilities
Personal Advisor Sales Support & Direct Client Servicing Responsibilities (33%)
For any and all personal work, provide a pre-eminent level of SET services to Advisors & Clients
- Client support:
- Responsible for all on-going client service requests
- Communicate professionally and effectively with clients to resolve all issues
- Answer and direct telephone calls as appropriate
- Contact and advise clients regarding late payments
- Process incoming insurance service requests from clients (address changes, bank change information, loan requests and ISA service inquiries)
- Sales support process:
- Applications: Accurately and thoroughly prep paperwork for insurance onboarding/submission
- Onboarding: Responsible for client insurance onboarding process from application to approval
- Communication: with the Home Office
- Advisor Communication:
- Inventory: Assist Financial Representatives & team in tracking their open case inventory and bringing cases to the finish line
- Reporting: Monitor Daily Status Report (DSR) and expedite any additional underwriting requirements
- Timely Updates: Conducting weekly 1x1's with the Financial Representatives the Client Service Associate is supporting
- Documentation: Handle case notes, process correspondence and maintain client case files in an organized manner.
Network Office-wide SET People, Process, & Data Management (33%)
Ensure we have the right team, tools, and resources to provide for an efficient and effective workflow while having clear tracking of results.
- Management Responsibilities & People: Directly manage the local Norwalk client service associate as well as the NYC SET Team Lead. Lead 1x1 meetings, supervise, Hire/Onboard/Train, provide Performance Management, create 4R documents, have pay discussions, and provide support for SET members in their career growth.
- Vision: In tandem with the NYC SET Team Lead, create and deliver on the SET department vision. Lead the SET function by connecting them to the department and company vision and consistently ensure a pre-eminent level of services are provided.
- Processes: Partner with NYC resources to build infrastructure and systems to ensure a repeatable process/streamlined approach to completing work across locations. Analyze current systems to determine what needs to change/stay the same and track team activity.
- Data: Partner with our CFO to create a centralized SET dashboard to track usage, manage capacity and demand for the team, track recoveries, current rep subscriptions, and target new reps to the program.
Serve As An Experience & Network Office Differentiation Expert for All Centralized Services (33%)
In addition to the SET Team, work as a liaison between advisors across the network office and the centralized services teams to measure, demonstrate, and show the value those services create
- Experience Outreach: through either formal or informal user surveys, measure the experience that advisors receive from the network and district offices.
- Experience Consultation: in addition to the SET team, work closely with marketing, Investment Operations, and the Planning Department to bring the experience that advisors receive to a pre-eminent level.
- Value Communication: measure and communicate the value created for advisors for use in pricing decisions, strategy, and in showing the differentiating features of the network office.
- Strategic Insight: provide recommendations on strategic direction, team composition, and service offerings to the CFO. Provide feedback on staffing compensation and structures to attract and retain those committed to delivering pre-eminent experiences.
Results
- Norwalk Advisor Stability: with the assistance of HR and recruiting, find a capable Client Service Associate & Office Manager to provide stable support to the advisors in the Norwalk office and to ultimately take on a majority of client and advisor service work in that location.
- Pre-eminent advisor experience: a minimum of 85% of network office advisors surveyed would reply "Yes" that they are receiving pre-eminent service.
- Create a Compelling Centralized Service Value Proposition: Explore ways to appropriately measure value created by the services that the centralized services teams offer and ultimately work collaboratively to deliver both compelling internal and external facing documents that reflect this value proposition.
