Family Office Client Service Manager

The Family Office Client Service Manager is responsible for managing and overseeing the various aspects of client service to serve Family Office clients in the most efficient and careful manner and for designing and implementing processes and procedures to enhance the efficiencies of Family Office operations. Responsibilities range from ensuring all client support functions are handled efficiently and training/orienting new team members, to high detail client reporting, vendor relationship management, and more as noted below.

Principal Accountabilities:

Client Service - Serves as “first responder” to client requests and concerns.

• Initiates and monitors administrative details to service client’s accounts and goals.
• Works in conjunction with Family Office Advisors to initiate and organize client meetings, follow-up on meetings, and respond to client inquiries regarding actions taken to accomplish goals.
• Manages trading in iRebal, including Dollar-Cost Averaging (DCAs), raising cash, investing to targets, and resolving Investment Review exceptions.
• Assumes responsibility to make decisions, direct procedures, and incorporate necessary third-party providers to handle client requests in Advisor’s absence.
• Gathers, records, and processes pertinent information from clients or financial institutions for record maintenance, new account applications processing, transactions, or further analysis by other team members.
• Performs some accounting functions such as accounts payable and receivable as required.
• Responsible for all procedures and follow-up necessary to service investment accounts (e.g., processes applications, deposits, withdrawals, and transfers; collates and mails Quarterly Investment Reviews; and generates various investment reports as needed).
• Oversees and coordinates the day-to-day implementation of all client related services and activities delivered by external investment management partners.
• Prepares requested client, Family Office, or investment reports and spreadsheets in a timely manner.

Operations and Compliance Support – Designs and implements processes, procedures, and organizational structure to enhance Family Office client service efficiencies.

• Executes all functions necessary to maintain accurate electronic database of prospect and client information, including maintaining up-to-date electronic file systems for correspondence, reports and reference material, confidential and non-confidential material, in accordance with compliance guidelines and regulations.
• Assists the Company’s Compliance Department in monitoring Family Office activities, addressing items of concern and reporting violations to ensure issues are handled in an appropriate and timely manner.
• Manages various Company projects for Family Office team (e.g., repapering client agreements, data verification, etc.).
• Serves as liaison with Home Office support departments.
• Facilitates and oversees certain activities related to Family Office administrative team members including on-boarding, training, operational review, performance review preparation, coaching, growth and development planning, and problem resolution ensuring consistency across the Family Office.
• Supports Family Office leadership in the facilitation and coordination of Family Office-wide communication, meetings, events, and activities, providing team support in their relationships with Home Office personnel and Thrivent.

Bill Pay and Strategic Partner Management – Performs, assists with, and/or oversees the following:

• Invoices from attorneys
• Manages Family Office vendor contracts, relationships, and systems including detailed oversight of activities of the custodians:
• Utilizes comprehensive knowledge of processes and requirements to oversee client transactions by custodians.
• Credit card payments
• Tax service vendor invoices
• Manages, administers, and/or oversees the Family Office bill pay systems, policies, procedures, strategic partners, etc., including but not limited to:
• Tax payments and vouchers throughout the year for Federal, State and CT Corp (for LLCs)
• Certain limited Trust distributions (where the Company is not serving in a fiduciary capacity) – calculates, confirms, and coordinates distributions with external CPA
• Providing tax information to CPAs
• Invoices for home and auto insurance
• Manages and administers setup of new accounts and obtains investment reports from custodians for Family Office consolidated investment performance reporting systems.

Administration Oversight – Performs, assists, and/or oversees Family Office administrative staff with the following:

• Coordinates events and manages meeting preparation including scheduling, set-up / clean-up.
• Coordinates the scheduling of team appointments and meetings, including guest speakers.
• Maintains the highest Compliance standards by adhering to the company’s Human Resources guidelines, Compliance policies and procedures, professional designation standards, and industry's regulatory standards to mitigate risk to the firm.
• Understands the financial planning philosophy and biblical basis upon which Ronald Blue Trust serves its client base and applies these principles in personal finances.
• Collects and processes outgoing mail, operating related machines, and distributing all incoming mail to appropriate team members in a timely manner.
• Troubleshoots and coordinates with appropriate Company personnel as it relates to office machines and technology including phones, internet, copiers and printers.
• Approaches work, interactions, and relationships in a manner consistent with the Company’s Core Values.
• Monitors and orders office supplies as needed within budget limitations. Maintains relationships with vendors and service representatives to support the goal of office efficiency.
• Manages quarterly client billing, generates invoices for Family Office and Business Consulting Services, and maintains updated Client Income Projection report in an active and timely manner.
• Demonstrates in-depth knowledge of those portions of both the Old Testament and New Testament of the Bible with scriptural references to money and finances, and ability to apply and integrate this knowledge into all phases of client counsel.

Qualifications:

• Ability to establish and maintain strong rapport with clients
• Positively contributes to a healthy, productive work culture and is not intimidated by strength in others, by actively displaying and encouraging a servant mentality and team-mindedness.
• Adept at prioritization with ability to complete multiple time-sensitive tasks
• Strong communication skills, both verbal and written
• Proactive planning, discernment, and responsiveness to urgent needs
• Strong organization skills and systems acumen
• Demonstrates maturity in interpersonal interactions and strong followership is open, adaptable and exhibits flexibility and adaptability to changing needs.
• Proven business mathematical skills and keen attention to detail
• Proven technical, analytical, and problem solving skills
• Capability to excel in a team environment
• Desire to serve clients and co-workers with excellence
• Keen focus on overall client engagement and exceptional client satisfaction levels
• Personal integrity and ability to discreetly handle confidential data
• Excellent computer skills with strong proficiency in Microsoft Excel and Word
• Strong ability to run and/or oversee multiple related and unrelated projects simultaneously
• Aptitude and passion for learning new things quickly with a strong work ethic

Education, Experience & Skills:

• Bachelor’s degree is required, preferably in Management, Business, Finance, and Accounting or a related field
• A minimum of seven (7) years’ prior experience in operations support, office management, client service, investments, administrative support or accounting experience required