Client Service & Operations Associate

Napier Financial; Braintree (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Napier Financial is seeking a Client Service & Operations Associate to support day-to-day operations and deliver a high-touch client experience. You will manage account preparation, data entry, and documentation, while maintaining accurate client records and supporting client meetings.

The role emphasizes teamwork, meticulous processes, and proactive communication to enhance clients' financial well-being and overall experience with the firm.

Qualifications

• Experience in financial services preferred, especially RIAs.
• Strong client service orientation and empathetic communication.
• Ability to develop and follow written processes.

Responsibilities

• Prepare and process new accounts
• Opening accounts
• Sending money, submitting transfers
• Handle miscellaneous operational activities
• Assist with handling incoming phone calls
• Develop and maintain written systems and video recordings of activities for training
• Financial planning software and processes: data entry and upkeep
• Maintain, monitor and update client files including estate documents and tax returns
• CRM, client data management and reporting
• Assist in client meetings and events
• Lead operations for pantropic giving

Skills

Attention to detail

Client service orientation

Team collaboration

Communication skills

Excel/Office suite

Time management

Organizational skills

Multi-tasking

Financial services experience

Tools

eMoney

CRM systems

Office software

Job description

Description: The Client Service & Operations Associate plays a vital role in ensuring the smooth day-to-day functioning of Napier Financial. This individual will manage key operational responsibilities while helping to deliver an exceptional, high-touch client experience.

Value Add: The ideal candidate combines strong attention to detail with genuine care for others. Success in this role requires professionalism, empathy, and a sincere commitment to improving clients' financial well-being and overall experience with the firm.

Responsibilities & Activities:

• Prepare and process new accounts
• Opening accounts
• Sending money, submitting transfers
• Handle miscellaneous operational activities
• Assist with handling incoming phone calls
• Develop and maintain written systems and video recordings of their activities for training purposes
• Financial planning software and processes
  • Entry and collection of all data
  • Ensure all client profiles are up to date
  • Client connections and uploading important documents
  • Prepare and process outputs for client meetings
• Maintain, monitor and update client files
  • Organize, input and monitor client data (estate documents, tax returns, etc.)
  • CRM, Family Road Map
  • Implement and help to improve workflows, processes and reports in system
• Utilize system integrations and ensure they are being properly used in day-to-day operations
  • Client account access: Keeping connections current within eMoney
• Administrative documentation
  • Compliance information
  • Check tracking
  • Documentation gathering
• Attend client meetings, as needed
• Assist in client events
  • Small client events
  • Onboarding of new family office clients including explaining eMoney systems for spending data, assisting with account connection, and processes on bill pay entry.
  • Bill payment operations and coordination of additional billing and agreements for these services
  • Assist with various custom reporting activities
  • Lead operations for pantropic giving

Knowledge, Skills & Abilities Requires:

• Prior experience within financial services firms, preferably an RIA firm
• Collaborate and thrive in a team environment
• Strong attention to detail
• Enthusiastically interested in the financial planning process
• Excellent attitude and an extraordinary client service orientation
• Experience with Microsoft Excel, Word, PowerPoint, Outlook, and technology in general
• Excellent interpersonal skills
• Strong writing and communication skills
• Excellent phone skills
• A genuine interest in serving and caring for other people
• Excellent organizational and time management skills
• An ability to handle multiple tasks and time deadlines