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Client Service Associate
Client Service AssociateInnovia Wealth • Grand Rapids, MI, USA
Client Service Associate

Client Service Associate

Innovia Wealth • Grand Rapids, MI, USA
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Behind the Title

At Innovia Wealth, we believe a Client Service Associate is far more than a support role - they are the heartbeat of our client experience. Client Service Associates ensure our clients feel cared for, respected and confident at every interaction. Along with facilitating transactions, our Client Service Associates are continually building trust.

As a Client Service Associate, you will be a critical partner to our Wealth Advisors, Financial Planners and clients. From coordinating review meetings to responding to inquiries and managing essential client data, you will bring clarity and consistency to each step of the client journey. Through thoughtful communication, precision and follow-through, you will play a foundational role in delivering the exceptional service that defines the Innovia experience.

The Innovia Development Journey

Becoming an outstanding Client Service Associate at Innovia Wealth takes attention to detail, a client-first mindset and a passion for team success. From day one, you'll be immersed in our platforms, processes and culture, and supported with mentorship and guidance to grow your capabilities and impact. Being in alignment with your manager and embracing Innovia's culture are essential to cultivate trust, enhance engagement and instill a deeper sense of purpose in your role.

LEARN - To become proficient in the tools, systems and skills that drive a high-level client experience :

  • Know the ins and outs of CRM and document management systems.
  • Master the client onboarding process, alternative investments and custodian requirements.
  • Embrace continual improvement through curiosity and self-led learning.

BE - To build trust through clear communication and strong collaboration :

  • Be responsive, organized and eager to solve problems.
  • Be a team player who brings positivity, loyalty and adaptability.
  • Be dependable : clients and colleagues alike can count on you.
  • Be aligned with position expectations and company culture.

    • DO - To bring our values and culture to life every day :

  • Show initiative and anticipate client and team needs.
  • Go above and beyond what's required to create an outstanding client experience.
  • Represent the firm with professionalism in every client and team interaction.
  • Practice professional courtesy with thoughtful communication to eliminate surprises.

    • The Client Service Associate Role at Innovia

    Once fully onboarded, you'll take on the following responsibilities as a high-functioning Client Service Associate :

  • Schedule and coordinate regular client review meetings
  • Respond to client inquiries in a timely, professional, and proactive manner
  • Maintain and manage client information in Innovia systems (CRM, document storage, etc.)
  • Support onboarding for new clients and ensure the accuracy of existing client data
  • Save and organize all documentation in the appropriate internal filing systems
  • Research and resolve client service issues or escalate when appropriate
  • Partner closely with CSA Lead and team cohort, Wealth Advisors, and Financial Planners
  • Assist with Innovia-sponsored client and COI events in coordination with the Operations team
  • Ensure all work meets compliance and quality standards
  • Be a role model for responsiveness, precision, and care

    • Qualifications / Competencies

  • Bachelor's degree strongly preferred
  • 1-3 years of experience in a client service role, preferably in the financial services industry
  • Demonstrated ability to think critically and solve problems independently
  • Strong organizational skills and attention to detail
  • Excellent written and verbal communication skills
  • Comfortable navigating multiple systems and processes
  • Desire to work in a fast-paced, team-oriented environment

    • Innovia ISM's

    Our culture is our secret sauce. Here's what we live by :

  • We're Not Selling Perfection, Just Being Real : Focus on genuine interactions and personal authenticity.
  • Be a Pro : Proofread your work. Be punctual. Own your outcomes.
  • Win or Learn : Embrace feedback and stay curious without letting ego get in the way.
  • Celebrate the Wins : Acknowledge progress. Share success.
  • The Best is Yet to Come : Be optimistic and positive in your vision.
  • Entrepreneurism is the Greatest Form of Charity : Innovate to create impact. Help clients do the same.
  • Pay it Forward : Help others without keeping score.
  • Practice Purposeful Abandonment, Don't Fall in Love with Your Homework : Prioritize what matters and keep learning.
  • Every Yes is a No; Every No is a Yes : Be intentional with your commitments.
  • News Doesn't Happen in the Newsroom : Be in the know by staying engaged. Get out there and take action.
  • Practice Professional Courtesy : Recognize that your decisions and actions have impact; seek to understand the broader impact before jumping into action.
  • Assume Positive Intent : Trust first. Verify later.
  • Be an Aspirin : Start with "yes," and make others' lives easier.
  • Don't Bury the Headline : Communicate what matters clearly and early.
  • Surround Yourself with People who Fight for You in Rooms You Aren't In : Loyalty and advocacy are key.
  • Everything Happens for a Reason : Stay grounded and open-minded. See the possibility, even if it wasn't the outcome you hoped for.

    • Our Commitment to Our Team

    We embrace a strong culture that provides clear and consistent messaging. We provide the tools and training needed to support career development and allow for growth opportunities. We achieve our goals through a spirit of collaboration and cooperation. We improve through our learns and we celebrate our wins.

    Compensation & Benefits

  • Competitive base salary
  • Bonus structure tied to individual and company performance
  • 100% employer paid medical, dental, vision, disability and life insurance
  • 401k retirement plan with profit sharing
  • Paid time off and company-recognized paid holidays

    • Ready to grow with us?

    If you're passionate about creating meaningful client experiences - and excited to be part of a team where culture is more than a buzzword - you've found the right place. Join our team that believes in ownership, teamwork and that the best is yet to come!

    We require a background check as a condition of offered employment.

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    Client Service Associate • Grand Rapids, MI, USA

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