Client Support Specialist- HYBRID

AFG is seeking a motivated, organized, and detail-oriented Client Support Specialist to support our financial advisory clients and deliver an exceptional client experience. This role serves as a key point of contact for clients, providing support across several client-facing software platforms, assisting with new client onboarding, and helping ensure a smooth and efficient service experience.

The Client Support Specialist will work closely with an experienced and knowledgeable team that prides itself on building strong relationships and consistently exceeding client expectations. The ideal candidate is professional, customer-focused, and comfortable managing multiple priorities while maintaining a high level of accuracy and attention to detail.

This position offers a hybrid work schedule, with required time spent in AFG's Pittsburgh, Pennsylvania office during onboarding and training, as well as periodically for team meetings, special projects, or business needs. This position reports to the Manager of Operations.

A typical day may include, but not limited to, a mix of the following tasks:

Client Support:

• Responds to client help requests for eMoney, Wealthscape/Fidelity.com, and the client portal. Answers client questions regarding software navigation and functionality via phone or email.
• Collaborates with Financial Paraplanner to link client financial accounts in eMoney.
• Responds to client requests for statements, tax forms, and other financial documents. Connections clients to appropriate team members for assistance as needed.
• Gathers client tax documents; uploads to CPA/Accountant/business partner portals or via other secure methods.
• Requests annual tax return documents from clients’ CPA/Accountant/business partner via phone and email. Enters updated tax information into CRM. Maintains tracking spreadsheets.

New Client Onboarding:

• Onboards new clients in Engage, eMoney, and Black Diamond databases; creates client electronic folders and relationships.
• Prepares, reviews, and send the new client proposal, contract, and compliance documents to prospective clients. Tracks proposals and information received from clients in the CRM system. Monitors the status of prospective clients and updates advisors as needed.
• Schedules client Case and/or Implementation Plan meetings, data sessions, and ad hoc meetings via Zoom or in person in Outlook calendars.

Practice Support:

• Completes annual retainer project by tracking payments received and following up with clients as needed.
• Maintains annual Mainstar Account fee replenish project. Includes preparing client paperwork for Client Service Associates.
• Assists with gathering client tax documents for disbursement to clients and their accountants, uploads to CPA and business partner’s electronic portals or via other secure methods.
• Participates in annual tax return requests from client’s accountants throughout the year; updates various data in Engage; manages list of requests and returns on extension.
• Assists with advisors’ travel arrangements and logistics including booking airplane travel, rental car, and hotel accommodations. Collaborates with team’s Scheduler.