Front Desk, Receptionist and Assistant
Roles & Responsibilities

Reports To
The candidate will report to the Larkspur Office Manager and the Service Team Manager

Job Overview
The Front Desk / Receptionsit is the initial face and representation of the Liberty Group of Companies to all clients, partners, and other guests visiting our office. The purpose of this role is to ensure the smooth day-to-day operation of the overall office environment. Prompt answering of incoming calls and attention to arriving guests is imperative, as well as ensuring that all general office and requests are satisfied in an appropriate time frame. Additionally, the candidate will deal with walk-in business which is unique to this space in Larkspur California, and will need to be able to identify and insure that the proper team members connect with the prospects. Additionally, the candidate will be responsible to work with Advisors on site to process existing business through the pipeline, after proper training.

Mandatory Qualities of an Associate:

• Friendly, client service-oriented personality.
• Timeliness
• Reliability
• Ability to multi-task.
• Willingness to assist other associates when needed.
• Excellent attention to detail and accuracy.
• Ability to prioritize tasks and manage time.
• Excellent phone and interpersonal skills.
• Working knowledge of computers and software.

Responsibilities and Duties
Front Desk:

• Open and close the Larkspur office during normal business hours, M-F.
• Greet and welcome all guests to Liberty Group’s Larkspur office.
• When guests arrive, make sure they park in designated areas. This can require you to go meet the guests outside and show them where to park. Coordinate guests’ initial entry to our office – notify appropriate associate(s) of guests’ arrival, and escort them to the appropriate conference room, as well as offer/provide beverages. Provide 1st time prospective clients a brief office tour.
• Organize conference rooms before and after each meeting. Keep the reception area clean and organized.
• Keep guests who are waiting in the lobby informed on meeting status.
• Ensure consistent coverage of front desk and main phone lines. Communicate and coordinate with back-up associates when you are stepping away from the desk.
• Receive packages and delivery promptly (same day as arrival) to the addressed recipient.
• Data entry as assigned.
• Process new business and work with Producers’ in Larkspur office.
• Schedule and coordinate meetings/calls for clients, prospective clients, and business contacts.
• Update Advisors’ calendar with meeting material, conference call info/material, and travel information.
• Track and book client account reviews.
• Make reservations/bookings for outside office space for client meetings, when necessary.
• Schedule conference calls.
• Coordinate calendar availability with other business contacts and employees.
• Confirm all appointments the day prior.

Client Service Responsibilities
Preparation for Prospective Client Meetings:

• Obtain/organize documents: worksheets, account statements, Social Security statements, and portfolio information.
• Update calendar meeting entry with meeting materials.
• Ensure all prospect information is input and updated in Wealthbox.
• Coordinate with Service Advisor that Social Security reports, Riskalyze, and eMoney reports are complete prior to meeting.
• Scan all documents and ensure they are saved to the calendar and client folder prior to meeting.
• Prepare any new account paperwork for the meeting as requested by Producer.

Preparation for Existing Client Meetings:

• Prepare a shell memo to file for notes of the meeting.
• Complete a summarization of clients’ accounts (Account Summary chart).
• Prepare most recent statements and any necessary reports.
• Research and resolve any outstanding issues prior to the meeting.
• Save all information and related documents on the calendar and to the folder prior to the meeting.
• Prepare meeting folders, with Producer review, 3 – 4 days prior to the meeting.
• Ensure Riskalyze score is updated in materials.
• Coordinate with assigned planner that all other follow-up materials are updated and complete prior to meeting.
• Book meeting.
• Confirm meeting one day prior.

Existing Client Support:

• Send Thank You cards, confirming letters, and weekly updates to new clients.
• Prepare and coordinate with assigned Planner for account review meetings and regular client reviews.
• Call every client after their account reviews to ensure their expectations were met or exceeded.
• Provide support for account inquiries, account maintenance, and problem solving.
• Fact find and investigate questions related to insurance policies, annuity contracts, and security holdings, where necessary.
• RMD tracking – track new and old clients to ensure all clients either take their RMD on time or set up a regular, periodic schedule.
• Update, organize, and maintain client electronic files.
• Process client requests such as: Address changes, Beneficiary changes, Distribution requests, etc.
• Keep clients updated on progress of any outstanding paperwork.
• Track pending and completed business.
• Request and follow up on information requested from clients, such as: tax documents, statements, transfer forms, etc.

Success Metrics

• Timely Client Engagement – 100% of clients entering office are greeted within 2 minutes and 100% of calls answered by the 3rd ring.
• Efficient Task Completion – Office management tasks completed without reminder.
• Responsiveness Rate – 100% of all client calls and emails responded to within 24 business hours.
• Task Completion Timeliness – 95% of client and workflow tasks completed On Time,

100% completed no more than 2nd Day Past Due.

• CRM Update Rate – 100% of all client notes and updates completed with Redtail within

3 business days of meetings, calls, or events.

• NIGO % - Consistent NIGO% on all account paperwork, transfers, etc. below Fidelity average rate.

Compliance

• Absolute commitment to adhere to rules and regulations as stated and required by

Liberty Group.

PHYSICAL AND OTHER REQUIREMENTS:
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is required to stand, walk, reach with arms and hands, climb stairs, climb or balance, and to stoop, kneel, or crouch. Vision abilities required by this job include close vision. Requires face-to-face discussions with individuals and teams, opportunity to make decisions without supervision, mistakes are not easily correctable and have serious consequences that impact the results of co-workers, customers or the company. Requires being exact or highly accurate, meeting strict deadlines, and working with others in a group or team. Includes exposure to sounds and noise levels that are distracting. Requires working indoors in environmentally controlled conditions.

DISCLAIMER:
This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position, and in no way states or implies that these are the only duties to be performed by the employee occupying this position. These duties are subject to change at the discretion of Management. Employees will be required to follow and perform any other job- related instructions and duties in compliance with Federal and State Laws. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Larkspur, CA 94939: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Preferred)

Work Location: One location

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