Investment Client Service Representative 1 at Sunward Federal Credit Union – Albuquerque, New Mexico

Job Summary:

The Investment Client Service Representative connects members with personalized financial solutions by supporting advisors, managing member interactions, and promoting investment services. This role helps ensure a seamless experience through proactive service, account support, and collaboration with branch teams.

Essential Job Duties:

Main responsibilities:

• Serve as the first point of contact for established and prospective members, handling inquiries, scheduling appointments, and providing support for service requests.
• Manage member communications, including appointment confirmations, follow-ups, maintenance fee reminders, portfolio reviews, and other correspondence.
• Promote member retention and identify opportunities to deepen relationships through timely service and operational excellence.
• Assist investment advisors and department supervisor by identifying member needs during service interactions.
• Maintain member accounts and records, including online access setup, account navigation, authorized signer updates, and supporting documentation.
• Manage the member relationship management system (CRM), ensuring accurate data entry, segmentation verification, and contact updates.
• Prepare and process all paperwork for investment and advisory accounts, ensuring compliance with all regulations.
• Monitor, process, and follow up on asset transfers, funding of Model Wealth Portfolio (MWP) accounts, trade rejects, and all trade-related issues.
• Accept and process client contributions and withdrawals, including IRA, 401(k), and other investment accounts.
• Handle deceased member accounts, including processing death distributions to beneficiaries.
• Conduct transaction requests and ensure compliance with procedures for checks and client requests.
• Maintain and update client files within internal systems.
• Open new accounts, including trusts, beneficiary IRAs, and brokerage accounts.
• Assist with Required Minimum Distributions (RMDs) and other retirement account services.
• Provide answers to member questions, including those beyond the scope of the Financial Services Consultant (FSC) role.
• Collaborate with FSC 3 on retirement accounts and trusts.
• Maintain regular client communication, including monthly email updates.
• Manage advisor schedules and daily calendars, including appointment scheduling and reminders.
• Coordinate monthly branch training, creating materials such as games and handouts to engage employees and improve referral accuracy.
• Provide education to frontline staff and members on MFS products and services, including new hire presentations.
• Track, enter, and report referral activity, maintaining dashboards to reflect progress.
• Support marketing initiatives, including newsletters, campaigns, seminars, surveys, and adherence to compliance guidelines.
• Maintain lobby marketing displays and materials, ensuring they are current and well supplied.
• Plan and execute member appreciation events, holiday outreach, and manage supply orders.
• Analyze and distribute incoming mail and manage office supplies such as letterhead and business cards.
• Comply with all Bank Secrecy Act (BSA) and regulatory requirements.
• Performs other duties as assigned.

Required Skills/Abilities:

• Excellent interpersonal and negotiation skills.
• Excellent organizational skills and attention to detail.
• Strong adaptability with technology, including digital communication tools and evolving software platforms.
• Strong organizational skills in managing multiple initiatives.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Flexible regarding schedule; able to work occasional evenings or Saturdays when needed.

Knowledge:

• Strong knowledge of credit union products and services, features, and benefits.
• Strong proficiency with Microsoft Office applications.
• Basic knowledge of Client Relationship Management (CRM) platform.

Education and Experience:

• Minimum one year of experience in customer service, administration, or another related field
• High School Diploma/GED, or more than one year of related experience.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift 20 pounds at times.