Associate, Client Service

Location: Downtown Minneapolis, MN
Manager: Interim Manager, Client Service (Jed Magstadt)
Supervising Advisors: Rob Nelson and David Naples
About NorthRock
NorthRock Partners is committed to helping exceptional people live exceptional lives. Through our Personal Office™ experience, we seamlessly deliver financial and lifestyle advice services uniquely tailed to give clients more time to make the impact they want on the world, and live their best self.
Position Summary
Our Client Service team, currently comprised of 7 wildly talented humans, is primarily responsible for delivering the NorthRock Way experience to our incredible clients, day in and day out. Directly supporting a team of three Advisors and working in partnership with two other Associates, the selected candidate will develop deep and authentic client relationships. Associate will be responsible for providing ongoing and timely communication to clients while delivering on superior high-touch service requests made by our clients.

This high-performing team consists of individuals who apply in-depth technical knowledge to executive financial and lifestyle concierge requests and drive innovation in service offerings. They partner with every department across the firm to drive scale, execute on client requests, and ignite client service integration across all parts of the organization. Associate will be responsible for facilitating all tasks in a manner consistent with firm standards and developing an excellent working relationship with Advise Teams as a trusted point of problem resolution.
What You Love to Do
  • Pulling off the impossible in moments when the odds are against you
  • Obsess over Type A things, like formatting uniformity, consistency in design, organization
  • Deliver “Wow!” through service to others
  • Address the smallest details others seem to gloss over
  • Harness scrappy resourcefulness and determination to get stuff done
  • Lend a hand beyond your job description – i.e., straightening a conference room when it doesn’t look neat or clean
  • Help others leverage their time and/or resources better
  • Solve puzzles, use critical thinking skills, re-arrange things to make greater sense
  • Give and receive feedback to increase professional growth
  • Influence others with a positive attitude
  • Invest in people around you
  • Discern and execute with clean lines, elegance, and sophistication in everything you do, from writing an email to designing an internal report
  • Own to the extreme - control the execution of projects to guarantee expectations are met or exceeded
  • Leverage your tech prowess to find new efficiencies and innovation in administrative process
  • Ask questions on the front end of a task to avoid wasting time on unnecessary steps
  • Ruthlessly prioritize to be maximally efficient
  • Propose thoughtful solutions when faced with a challenge
  • Achieve high-performance goals
Who You Are
  • Considered to be a professional multitasker
  • Client-service driven to the core
  • Analytical by nature
  • A “doer” who can execute with immaculate detail
  • Relationship builder & team player
  • Entrepreneurial Attitude
  • Adaptable, Innovative, and versatile
  • Self-starter who activates and executes
  • Calm under pressure
  • Self-learner who is known for being ambitious and curious
  • Critical evaluator of information gathered from multiple sources, reconcile conflicts, and decompose high-level information into details
  • A good human with a strong code of ethics
What You’ll Do Once Here
  • Continually improve client service standards
  • Work closely with other Associates to design and implement improved processes and operational policies
  • Collect data and documents for assigned clients
  • Interpret client documents to answer client questions
  • Participate in client calls and meetings
  • Keep all aspects of CRM (Client Relationship Management system) up-to-date
  • Create and maintain paper and online files for clients
  • Coordinate special requests and client projects
  • Work directly with client’s other preferred professionals to inquire about, resolve, or facilitate client requests
  • Ensure Service Standards are being exceeded at all times when answering and responding to in-bound client requests
  • Manage custodian relationships
  • Learn and adapt to new software and technology, as rolled out by our innovation team
  • Expand professional development by pursuing CFP® certification shortly after start date, if not designated at time of hire
  • Actively engage in available training and education programs
Relevant Experience and Mindset
  • A bachelor’s degree from an accredited college or university
  • Successful candidates will combine rigorous service acumen across many of the following areas, along with impressive depth in one or two: financial planning, insurance, tax services, estate planning, executive compensation, cash flow management, accounting
  • Experience in a client-service or professional service role
  • Certified Financial Planner® certification is appreciated but not required
  • Record of success in improving processes
  • Excellent project management skills
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage lateral and upwards
  • Experience with a CRM database is appreciated (e.g., Salesforce)
  • Emotional maturity, professional mindset, and the utmost discretion
  • Minimum of 3-5 years related experience being a high-achiever with a reputation for being a rockstar that gets things done
  • Excellent references from previous employers
  • Strong communication skills, both written and verbal
  • Proficiency in all areas of Microsoft Office and Apple iOS mobile; must be very tech savvy
  • United States work authorization
  • Criminal Background check is required
What You Should Know
Our business model was built on finding unconventional ways to drive innovation in a traditional industry. Our teamwork approach to delivering consistent high-quality client service is another example of what makes our company unique. No two days are alike in this role – This role’s many responsibilities are not fully covered in the bullets above, and we believe the best candidates will understand and appreciate that. Small portions of this position will be crafted once you are hired. You will likely wear more hats than you expect but each will come with direct impact to clients.

We value hard work and strong performance. We believe it is up to every individual to ensure their success by achieving or exceeding the goals set out for them. Underperformance is not an option in this team-centric role. On the Client Service Team, it is important for everyone to carry their weight and pitch in as needed. Really, we expect every member to be a leader in their own right. Exceptional performance is always rewarded and recognized.

Mutual feedback is essential and necessary to help shape and define the working relationship. You’ll gain plenty of respect if you seek out feedback outward and upward, rather than wait for it and it’ll show us that you’re taking the role seriously.

We’re willing to fail to succeed in the end. When you’re brave enough to seek out areas of opportunity for growth and development, you can expect a few bumps and bruises along the way. We get it, truly. We expect mistakes to be made and failures to be had. But, more importantly, we encourage our staff to fail fast and learn from their mistakes quickly and teach others how to prevent similar land-mines.
Benefits
  • Offices are regularly stocked with coffee, soda, and beverage products for the enjoyment of employees
  • Employee Financial Planning Program
  • 401(k) Retirement Plan with Safe Harbor Matching & Profit Sharing Plan
  • Incentive Compensation Plan including Team Bonus and Annual Individual Bonus
  • Competitive Compensation & PTO
  • Volunteer PTO Exchange Program
  • Employer-sponsored medical benefits w/FSA and HSA availability (multi-plan options available)
  • Monthly dinner with member of Leadership Team
  • Sponsored company and team events
  • Education reimbursement program for approved professional credential programs
  • Bring Your Sons and Daughters to Work Day
  • Annual All Team Summer Event
  • Annual All Team Winter Event
  • Gym membership to Steele Fitness in Capella Tower
How to apply
Please reference job title in the subject line and email resume plus cover letter to Lacey Stenson at lacey@northrockpartners.com
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