Client Relationship Manager
Freeman Heyne - Cincinnati, OH

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This is a summary outline of the responsibilities initially required of the Client Relationship Manager for Freeman Heyne. Responsibilities are designed by level; however, a lower level may complete higher level activities under direct supervision. Transition to a higher level will require the demonstrated ability to use and implement the knowledge gained through licenses, training, experience, a positive attitude and mastery of all activities in your current level to firm standards without supervision are required. This description may be modified as necessary or appropriate and does not constitute a contract.

SUMMARY
The Client Relationship Manager is an integral part of the overall client experience, engaging in frequent client contact and Freeman Heyne team support. A high degree of direct communication with clients is required, with the Client Relationship Manager acting to ensure a satisfying and memorable client experience. The position requires strong written and verbal communication skills, a can-do-attitude, enthusiasm, and a strong aptitude for learning. The ability to effectively prioritize workloads and complete tasks within well-defined guidelines and time constraints is essential. Organization skills and attention to detail are critical given the nature of paperwork, processes, and follow up work, upon which both clients and the Freeman Heyne team depend. This person is an intelligent, analytical thinker with the ability to draw on a range of resources to ensure a high quality outcome across the position responsibilities.

OUTCOME
Successful Client Relationship Managers at Freeman Heyne are able to effectively support the firm’s advisors and by effectively and efficiently completing paperwork and supporting client service, allowing advisors to focus time on revenue producing activities that result in growth of the firm. Additionally, a successful CRM provide the best possible service and build established relationship with clients. The ultimate goal is to contribute to both the team and the firm in a positive way that allows us to work successfully as a team, drive growth of the bottom line, live our Vision & Values and achieve the firm’s core purpose of enriching our clients’ quality of life.

GENERAL ADMINISTRATION RESPONSIBILITIES
All Levels
Attend Freeman Heyne Planning Sessions, be enthusiastically involved with ideas and suggestions
Offer suggestions on improvement to client service systems and procedures
Be aware of how you can assist other team members and provide help as needed
Support Advisors as needed/required
Assist with general administration as needed

CLIENT SERVICE RESPONSIBILITIES
All Levels
Promote and achieve through client service, the Freeman Heyne vision, values and goals
Understand firm services
Offer suggestions for improving client database and work flow tracking to deliver improved client service
Level 1
Support Levels 2 & 3 CRMs, as directed
Prepare client update materials needed for Advisor update and client meetings
Conduct research, prepare reports, compose correspondence as directed
Prepare client paperwork for meetings or as requested
Execute client changes - addresses, beneficiary, etc.
Order insurance illustrations as directed and prepare applications to be ready for client signature
Schedule and confirm client update meetings for Advisor based on Client Service System
Level 2
Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
Support Advisor in managing assigned client accounts
Responsible for client work flow tracking and ensure client service is implemented
Track client service calendar status
Review completed client paperwork for accuracy
Coordinate client communication
Monitor and follow up on client service action items
Communicate with clients on status of projects
Follow up on client service needs
Monitor status of paperwork / projects as processed
Coordinate and send service e-mail blasts through Compliance Office as needed
Provide input to Advisor on client service issues, needs, etc.
Level 3
Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
Demonstrate strong commitment to leadership
Act as a model for other CRMs through exemplary performance and embody Freeman Heyne values Independently maintain and provide improvements to client database and work flow tracking
Ongoing assessment of client work flow
Support Advisors in the following activities:
Develop outlines for client meetings (recommendations for Advisor review)
Attend end of client meetings to assist client with paperwork and documentation
Assist with the sales processes (e.g. PPT creation, processing and follow up of applications)
Provide internal client recommendations (directly to advisor for review)
Participate in and take an active role during client meetings as requested
Responsible for client touch base, including calling to review previous meeting with clients to see if they have questions, follow up on outstanding items and to ensure they are receiving firm materials
Provide recommendations to Advisor on client service issues, needs, etc.

TECHNOLOGY & OPERATIONS
All Levels
Use Freeman Heyne technologies, software, procedures and systems to maximize client experience
Aid and provide input in decisions regarding technology updates as needed/directed
Track insurance applications in process
Continuously look for tools and solutions to help increase position & firm efficiency
Level 1
Support Level 2 & 3 CRMs, as directed
Once licensed, execute client trades
Prepare reports and paperwork such as: meeting agendas, minutes, performance reports, invoices, and cost basis worksheets, etc.
Complete applications and paperwork for clients, reviewing for completeness and accuracy
Process periodic distributions (IRA RMDs, monthly/quarterly income/principal, etc.)
Process account / beneficiary changes
With client authorization, provide information to 3rd party professionals (CPA, Attorney) as required
Implementation and Maintenance of Client Relationship Management System as it relates to client related activities, including:
New Client Data Entry
Merge Forms, Creating and Updating
Reports, Creating and Updating
Data Maintenance
Procedures
Opening & closing accounts
Account forms
Follow-up
Assist with work instructions
Outside fund companies operations
Review and update product materials
Level 2
Mastery of Level 1 responsibilities and completion of Level 1 work as needed or assigned
Order and direct the transfer of funds and securities as directed by client
Arrange client withdrawals, wire instructions, check requests, and ACH debits / credits (Level 2)
Complete assigned work instructions
Enter/verify account fee schedule
Verify cash balances for accounts where fees are debited
Assist with Level 3 responsibilities
Level 3
Mastery of Level 1-2 responsibilities and completion of Level 1-2 work as needed or assigned
Ensure client data is up to date and accurate
Support Advisor in the following activities:
Retirement projections
Case Planning
Research issues regarding investments, insurance, estate planning as directed
RMD (Required Minimum Distributions) Coordinator, if assigned

MINIMUM REQUIREMENTS
All Levels
Excellent written and verbal communication skills
Advanced level computer skills; advanced knowledge of Microsoft Office Suite
Exceptional organizational skills; ability to multi-task in dynamic environment
Comfort with being a “Team Player” and doing whatever is needed, big or small
Able to manage and get along with diverse personalities
Professional appearance and demeanor
Well-developed interpersonal skills
Attention to detail with a perfectionist’s eye
A willingness to succeed and grow and invest in yourself
Demonstrate both the attitude and aptitude for advancement
Maintain all licenses required for the position (or licenses you hold as approved by Freeman Heyne) and complete all CE requirements for these licenses
Support of Firm’s Values and Mission
Effective use of Junxure / CRM
Level 1
Bachelor’s degree / on track for a Bachelor’s degree
0 – 2 years of relevant work experience in Business Administration and/or Financial Services
Life and Health Insurance License within 2 months of employment
Notary within 2 months of employment
Series 7 securities license within 180 days of employment
Series 65/66 securities license within 240 days of employment
Attend a minimum of 1 professional development activity (workshop, seminar, etc.) per year as approved by Freeman Heyne

Level 2
Bachelor’s degree
3 – 5 years of relevant work experience in Financial Services
Notary
Life and Health Insurance License
Series 7 and 65/66 securities licenses
Initiation of CFP, Paraplanner or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH)
Attend a minimum of 2 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne

Level 3
Bachelor’s degree
5+ years of relevant work experience in Financial Services
Notary
Life and Health Insurance License
Series 7 and 65/66 securities licenses
CFP or equivalent designation (e.g. JD, CPA, CLU, CFA, as approved by FH) required
Advanced CE as required or approved by firm
Attend a minimum of 3 professional development activities (workshop, seminar, etc.) per year as approved by Freeman Heyne
Ability to independently train and manage Level 1/Level 2 CRM

ESSENTIAL MENTAL & PHYSICAL FUNCTIONS (ALL LEVELS)
Impeccable ability to maintain confidentiality and integrity
Effective follow-up, deadline focused
Ability to pick up new computer programs quickly
Detail-oriented with high degree of accuracy
Energetic, eager to learn, willing to cooperate
Self-motivated with ability to work independently and direction
Ability to sit for extended periods of time working on computer
Ability to communicate with Clients and Vendors

EQUIPMENT USED (ALL LEVELS)
Constant use of computer, keyboard, scanner and mouse
Frequent use of telephone
Office equipment, including Copier, Fax, etc.

ADDITIONAL COMMENTS (ALL LEVELS)
This is a back stage / support position; no new business generation responsibilities are involved
Nothing in this Position Description restricts management’s right to assign or reassign duties and responsibilities to this position at anytime


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About this company
Freeman Heyne is dedicated and talented team of highly experienced and credentialed professionals serving a demographically and...