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Onboarding and Client Experience Specialist

Employer
The Motley Fool
Location
Remote
Salary
$65,000 and $70,000
Closing date
May 2, 2024

View more

Job Role
Customer / Client Support Specialist
Employment Type
Full Time
Level
Entry Level
Experience Level
1-4 years
CFP® Certification
Not necessary

Who are we?

We are The Motley Fool, a purpose-driven financial information and services firm with nearly 30 years of experience focused on making the world smarter, happier, and richer. But what does that even mean?! It means we’re helping Fools (always with a capital “F”) demystify the world of finance, beat the stock market, and achieve personal wealth and happiness through our products and services.

The Motley Fool is firmly committed to diversity, inclusion, and equity. We are a motley group of aspiring overachievers that have built a culture of trust founded on Foolishness, fun, and a commitment to making the world smarter, happier and richer.  However you identify or whatever winding road has led you to us, please don't hesitate to apply if the description below leaves you thinking, "Hey! I could do that!"

What does this team do?

Our purpose at The Motley Fool is "To Make the World Smarter, Happier, and Richer", and on the Motley Fool Wealth Management team, we get to help pursue that goal in a very direct way by managing our clients’ nest eggs and providing personalized advice. Motley Fool Wealth Management is a Registered Investment Advisor managing over $2 billion in stock-focused managed accounts. We also offer index-based investing, but it represents less than 1% of client assets. Our sister companies include Motley Fool Asset Management with over $1.5 billion in assets in mutual funds and ETFs; 1623 Capital with over $100 million in managed assets in a hedge fund; and Motley Fool Ventures with over $150 million in multiple venture funds. 

In true Foolish fashion, we believe that investing success is derived from selecting great businesses and holding those companies through all market conditions. Our clients have entrusted us to manage over $2 billion over the last 10 years, and we’re excited about our growth for the future. If you want to be at the heart of the action, read on! 

Motley Fool Wealth Management is on the hunt for licensed finance-savvy Fools to help our clients open, fund, and navigate their managed investment accounts all while dazzling clients with patience, charm and problem-solving skills. Successful candidates will be able to balance the responsibility and professionalism required in a financial services environment with the fun atmosphere and refreshing candor that comes along with being a Fool.

The nitty gritty of your daily work will be a balance of opening new accounts while servicing existing client needs, including:

  • Responding to customer requests via phone and email. Like Mr. Miyagi training The Karate Kid, you’ll be responsible for giving clients and prospects the tools and information they need to succeed – whether opening a new account or just trying to get logged in.
  • Answering questions from prospects about our investment philosophy, performance track records, model portfolios, and the mechanics of opening a new account. While we’ll teach you everything you need to know about our history, investing philosophy, and processes, you should be comfortable explaining fundamental investing principles, historical and current market conditions, and the differences between various types of brokerage accounts.
  • Minding the details. You know that quantity means nothing without quality, and pride yourself on accuracy.
  • Quickly and competently meeting the needs of our existing clients, ranging from requests for performance reports/account documentation, to login issues, inquiries about specific stocks, adding or withdrawing funds, rebalancing reminders, and more. We aim to provide world-class service with a “client first” mentality – you’ll need patience, persistence, and a healthy sense of humor to serve and delight our clients with every interaction.
  • Following up on client appointments to dot i's and cross t’s associated with opening accounts. This may involve sending documents for signature, working with clients to transfer funds, and/or configure their account properly.
  • Maintaining meticulous notes on your interactions with clients, to the satisfaction of our compliance team and internal auditors everywhere.
  • Liaising with our Custodians, Interactive Brokers and Charles Schwab, to collaboratively resolve client inquiries.
  • Opening and shepherding client accounts between Custodians (primarily from Interactive Brokers to Schwab) and ensuring timely account trading and performance reporting along the way.
  • Holding appointments with clients to address account inquiries. 
  • Identifying high-frequency client issues that require escalation. In short, if you see something, say something.

What do you need to apply?:

  • Series 65 or equivalent license (CFP, Series 66, ChFC, CFA) permitting you to give personalized investing advice
  • Fluency in brokerage account types. You should know your IRA’s from your ERA’s, and your 401(k)’s from your IDK’s.
  • Strong listening and problem-solving skills to properly diagnose customer problems and investigate further if necessary.
  • Patient, respectful, and kind demeanor.
  • Adaptability, flexibility, and a willingness to roll up your sleeves in a fast-changing environment.
  • Ability to plan ahead and stay on track while juggling multiple projects.
  • Strong email, phone, and computer capabilities to process emails and phone calls daily.
  • Technical savvy to assist members with varying degrees of computer and smartphone issues. (Not all cookies are edible, unfortunately.)
  • Fantastic written and verbal communication skills.

It’s even better if you have:

  • Familiarity with The Motley Fool’s investment newsletter services is a plus, as is personal investing experience
  • Hubspot Service Hub experience is a plus
  • Degree in Business Administration, Finance, Economics, or related fields.
  • Prior experience in administration and/or sales
  • Prior experience in customer service – maybe you worked retail, had your own business, or held down a front desk somewhere. If you can put a smile on people’s face, you get points from us!

The Motley Fool has been twice named Glassdoor’s #1 Best Small Business to work for in the U.S., named to Inc.’s Best Workplaces of 2020, named one of BuiltIn’s Best Places to Work in Colorado, and we’re a perennial favorite on Washingtonian’s list of Best Places to Work year after year. Our targeted cash compensation for this role is between $65,000 and $70,000, which does not include any potential equity offerings. Below you’ll see a few of our perks:

  • No “vacation policy” (not to be confused with a “No vacation” policy)
  • Paid maternity, paternity, and pet-ernity leave
  • $1,000 to invest when you start
  • Super low premiums for medical, dental and vision coverage
  • Comprehensive compensation package, including company equity

Please note, no sponsorship is available for this position. You must reside in, or be willing to relocate to, one of these states for employment: California, Colorado, Florida, Louisiana, Maryland, Massachusetts, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington DC, and Wisconsin.

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