Client Success Specialist

Job Description

The Client Success Specialist ensures member and certificant satisfaction by providing answers and resolutions to questions regarding Institute education, certification, events and membership. Resolves stakeholder issues and applies experience and judgement in the interpretation and application of guidelines and standards established by senior management. This position meets customer service standards by ensuring fair and equitable treatment of individuals throughout all phases of engagement with the Institute. This position also supports the management of the physical office. About “The Institute”: IWI is a leader in financial advisory and wealth management education. Through our acclaimed credentials of CIMA®, CPWA® and RMA®, we prepare and educate our members to the highest caliber of financial advisory standards. Duties & Responsibilities Establish and maintain solid internal and external customer relationships by handling questions and concerns with efficiency and professionalism Maintains high standards of customer service, assists the Director of Certification in developing team customer service skills, including effective and timely responses to stakeholder inquiries. Assist members with general questions regarding membership, certification, conferences, and continuing education; direct escalated calls to the proper department/person. Retrieve messages from email, voice mail and address or forward accordingly Retrieve eFax documents and forward to the appropriate staff member or department Assist recertification specialist in making certification renewal calls each month Occasionally make outgoing marketing campaigns for conferences/ sales Maintain and update member and certificant records in database as requested Trouble shoot system issues with IT Other duties as assigned Requirements/Qualifications: Education and Qualifications: High school graduate; some college preferred 3 years experience in customer service required Financial Services knowledge/ background preferred Skills and Specifications: Excellent communication skills Strong Computer literacy Multi-tasking skills Ability to meet deadlines Above average customer service skills Above average organizational skills Ability to maintain adaptability and learn new skills Working for IWI: Staff Values: ✓ Adaptable and Resilient — IWI is a change-heavy organization, as we serve an industry and a profession that are constantly evolving. Staff are instrumental in embracing, leading or facilitating positive change initiatives on behalf of members and stakeholders. ✓ Innovative & success-oriented — IWI has several processes to identify, track and monitor “Opportunities for Improvement” (OFIs) to improve the quality and rigor of our offerings. ✓ Customer-focused with a devotion to quality— Institute stakeholders are accustomed to high-end customer service experiences, and expect nothing less from their professional association. Our commitment to quality drives us. ✓ Unity in our willingness to support and help each other— Staff is always willing to help out or step into action even when “it’s not my job.” Benefits include: Excellent retirement plans including 401k matching, Cash Balance Plan and Profit Sharing Plan Medical, Dental, & Vision – heavily subsidized by the Institute Focus on growth & continued education Shortened work week with Friday close of business at 2:30pm Casual attire Paid covered parking Quarterly collaboration days for all employees to come together IWI has a hybrid workplace in Greenwood Village, Colorado. Salary range is $55,000 – $60,000 and is dependent on experience. Investments & Wealth Institute is an equal opportunity employer. Powered by JazzHR