(Hybrid) Sr. Client Service Associate

SRCLI013458_1Who We AreLenox Advisors brings together sophisticated solutions in wealth management and insurance services to high-net-worth individuals and their families. As a wholly owned subsidiary of NFP, an Aon company, we combine the culture of a boutique firm with the stability and backing of a large corporation to create an environment that's truly unique.Position Summary & Overall PurposeResponsible for enhancing the Relationship Manager/Partner & team’s effectiveness by performing a wide variety of complex, diverse, sensitive and confidential administrative functions while providing overall gate-keeping and information management support. Acts as business partner in all areas of Relationship Manager’s practice. Supports the Relationship Manager’s by coordinating activities and initiatives that facilitate the new policy and client service processes. Must provide superior client service by identifying the client’s wants and needs, acting on, and/or delegating items and following through to completion while keeping all parties informed throughout the process.Job AccountabilitiesExecutive SupportActs as gatekeeper/liaison to Relationship Manager/Managing Director, understanding priorities in the organization and different departments at Lenox, NFP and Mass MutualActs as a Champion with the team on all new initiatives being rolled out in the company & figure out how best to implement in RM practiceMaintains heavy, complex and frequently changing calendarCoordinates all aspects of internal and external meetings including but not limited to confirming all meetings and appointments as directed by the Relationship Manager/Partner reserving meeting space, and preparing the conference room with audio-visual technology as neededRuns regular reports for Relationship Manager/Partner/Team to assist with analyzing activity related to their businessCompiles and modify presentations, spreadsheets, and other various documents at the Relationship Manager/Partner’s requestEnsures data accuracy in company records by regularly and routinely updating business contacts, client and vendor information in MOSAIC and maintaining file according to company compliant proceduresHandles all confidential business matters and work independently on special assignmentsHandles personal matters as necessary, including but not limited to maintaining profit & loss sheets and other financial tracking & tax documentationReviews all commission statements for accuracy and control the tracking progress towards Relationship Manager’s financial goals and conference goalsProvides a bridge for smooth, accurate communication between the Relationship Manager/Partner’s office and internal departments; demonstrating leadership to maintain credibility, trust and supportParticipates in regular departmental meetings and training and development sessions as directedPartners with the Relationship Manager/Partner when participating in Lenox marketing campaigns, including MOSAIC list updates as well as updating client email addressesProactively identifies future opportunities via MOSAIC, LinkedIn, and ZoomInfo databasesAssists Relationship Manager/Partner with tracking expenses and submitting/tracking reimbursementsCreates feeder lists as requestedResponsible for greeting clients/business partners, fielding phone calls, reviewing incoming mail, managing office supplies, ordering client giftsArranges corporate travel including developing itineraries and agendas, booking transportation, and arranging lodging and meeting accommodationsPre-Sale and New BusinessAssembles meeting preparation documents pertaining to the client/prospect prior to sales meetings, including but not limited to, illustrations, policy and product summaries, reports, presentations, and marketing packetsPartners with Advanced Sales to obtain and/or generate the appropriate illustrations/one-pagersEnsures Relationship Manager/Partner has appropriate Licensing and Appointments and works with internal contracting and licensing contact to obtain and renew licenses prior to business submissionPerforms all insurance underwriting duties, including preparation and completion of multi-life and individual disability, life, and long-term care applications. Creates framework for any cover letters that need to be included with application, works with case manager to determine the best rating to present the case to underwriting based on medical historySchedules medical insurance examsFollows up with the client and Relationship Manager during the underwriting process, keeps notes on the process and conversations in MOSAICPartners with the New Business Team to manage all new business cases using MOSAIC as the system of record for status/notes/tasks and communicating with RM and client as necessaryParticipates in Relationship Manager/Partner New Business case management callsReviews insurance policies and prepares them for delivery; follows up on delivery requirements when neededProcesses all policy changes including but not limited to reinstatement of lapsed cases, smoker rating changes, addition or removal of policy riders, and face amount reductionsPartners with the Team’s designated Lenox Asset Management team member and/or other team members to process individual asset management applications, service requests, and performance summariesCoordinates tasks and responsibilities for all joint work casesClient ServiceProvide high-level administrative support to the Relationship Manager/Partner within the financial planning focus of the practice, ensuring seamless client service and case managementThis role includes managing CRM data entry, organizing case notes, coordinating discovery letters and follow-ups, preparing agendas, scheduling meetings, and assisting with information gathering and initial review of in the financial planning area of the practice.Act as key liaison for clients and other team members in this area, focusing on workflow coordination for these high-net-worth individuals with complex planning needsProcesses all insurance policy service requests, including but not limited to address changes, beneficiary/ownership changes, premium mode changes, and dividend option changesWorks directly with the clients on service work with minimal day to day oversight by the Relationship Manager/PartnerProcesses all collateral assignments, death or disability claims, fund allocation changesInteracts daily with insurance carriers and vendors to ensure proper and timely execution of client service requestsFollows through on a variety of requests and be able to resolve client and/or service-related mattersCreates consistent client correspondence, as needed, according to the Lenox Style GuideAdvanced SkillsAdvanced knowledge of technology to enhance the client experience, create efficiencies in practice management and administrative processesChallenges status quo in processes to develop work processes to achieve significant levels of improvement in quality, time management and accuracyActively manage client expectations and relationshipsStrategic partnership with Relationship Managers/Partner and the team as it relates to definition of roles, planning and alignment of goals to continue to expand on services offered to our clients<