Job Description:

Description

The Client Service Consultant is responsible for supporting the Client Service Team by managing client requests and workflow within Salesforce working queues, dashboards, and reports to ensure SLAs are met for all clients, Investment Sponsors, and Account Affiliates. The primary focuses of this role are to mitigate company risk/financial exposure, work with team members to resolve escalations and perform quality control for written communication sent to clients and key relationships. Ensure quality customer service by supporting team workflow; serve as an intermediary between Client Services and middle and back office; and act as a resource to Client Service personnel by assisting with workflow management and facilitating transactions with internal and external contact points to ensure each transaction and investment is completed with the highest level of service. Handles complex financial transactions and makes recommendations using knowledge, expertise, and independent judgement.

RESPONSIBILITIES

• Operate as the lead point of contact for all matters specific to your institutional clients throughout the entire life cycle of accounts.


• Build and maintain strong, long-lasting client relationships, perform periodic outreach as needed and promote Pacific Premier Trust business and products.


• Handles complex financial transactions and makes recommendations using knowledge, expertise, and independent judgement.


• Oversee the timely and successful delivery of effective solutions through written and verbal commination with internal and external parties according to client needs and objectives with a consultative approach.


• Independently administer client / advisor authentication, analysis and approve or reject resolutions to client requests.


• Approach every client interaction holistically and maintaining awareness of all issues and events related to the client and collaborate with peers to create a seamless client experience.


• Research account issues, including investment and transactional activity and/or errors; complex compliance issues pertaining to IRS rules and regulations.


• Monitor client requests within Salesforce working queues and reports to ensure SLAs are met for all client requests originated within or routed to the Client Service Department.


• Operate as a leader within Client Services by assisting representatives with calls and inbound correspondence and independently addressing service issues and high touch situations through professional writtenresponses to resolve complex financial matters and escalations.


• Consistently advise and update key PPT stakeholders on the needs of institutional and retail client population and guide adaptation in a fast-moving environment while and collaborating the with sales team identifying growth opportunities.


• Demonstrates a thorough understanding of investment related administrative requirements and policies of PPT, including a general knowledge of all procedures concerning investment related issues.


• Where applicable, may be required to train or oversee training of new department members about these administrative requirements and regulatory procedures.


• Be a champion of change and a process enhancement advocate, including relaying information

QUALIFICATIONS

• 3-5 or more years related experience and/or training required; or equivalent combination of education and experience.


• Proficient in IRC 4975, prohibited transactions and all other ERISA guidelines and apply specialized knowledge within all aspects of Alternative Assets, regulatory requirements, and retirement accounts

HIGHLY PREFERRED QUALIFICATIONS

• 3-5 years experience in a fast-paced call center environment preferred.


• Certified IRA Services Professional (CISP) designation with the American Bankers Association (ABA) preferred.


• Self-Directed IRA Professional (SDIP) designation from the Retirement Industry Trust Association (RITA) preferred.


• Proficient in IRS publication 590 and regulatory requirements preferred.


• Subject Matter Expert in at least 75% of the team functions including but not limited to investment reviews, maintenance, and processing.

This position starts at $50,024 to $62,530.A discretionary bonus may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. For more information regarding our benefits, please visit https://www.ppbi.com/careers.html