Client Experience Specialist - Boston, MA Area

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

The ideal candidate for this role will be in the Boston, MA area; ability travel to the office as needed to meet in person with clients is required.

The Client Experience Specialist is responsible for directly supporting an assigned book of clients within an advisory practice, in close collaboration with advisory team members to deliver a meaningfully differentiated client experience. You will act as a liaison between Empower and clients to deliver exceptional service and maintain strong client relationships while acting on clients’ requests and operational needs. This role is ideal for candidates who are passionate about the client experience and interested in having direct exposure to our highest value advisory clients, working with the team that supports their experience, and is interested in gaining the expertise to pursue additional career development opportunities in wealth management. 

What You Will Do

• Provide a best-in-class client experience through proactive and reactive client engagements, campaign outreach, and streamlining client request processing
• Collaborate with your experienced advisory team to grow and maintain strong long-term relationships with highly valued clients
• Proactively identify financial planning opportunities, gather necessary documentation for analysis, and coordinate delivery calls with advisory team
• Prepare key client and welcome call summary documentation for advisory team meetings and introductions
• Partner with advisory and specialist teams to identify share of wallet increase opportunities and coordinate with the appropriate party
• Coordinate between client, advisory team, and trading to gather cost basis, submit for implementation analysis, and initiate portfolio implementation and custom requests
• Facilitate client appreciation efforts
• Opportunity and sponsorship in gaining certain FINRA licenses necessary for career progression

What You Will Bring

• Bachelor Degree in Business or related discipline or equivalent experience 
• 2+ years related work experience in financial services and/or customer experience  
• Experience working in client services roles  
• Excellent verbal and written communication skills; detail oriented; able to manage many time-sensitive tasks simultaneously; pro-active self-starter, strong organizational skills and presentation skills
• Always composed, professional, and skilled at establishing trust and building long-term client relationships
• Proven ability to navigate multiple client needs and arrive quickly at best outcomes
• Proficient in or ability to quickly learn: Microsoft Word, Excel, Outlook, PowerPoint, Salesforce, NetX360, and other proprietary and recordkeeping systems  ​
• Ability to travel to the Boston, MA office for in-person client meetings is required

What Will Set You Apart

• Experience in brokerage trading and trade approval
• Motivated self-starter with track record of service excellence
• Strong interpersonal skills, team-oriented, and collaborative
• Desire to attain, or have already a