Client Relations Financial Representative, Service

The Client Relations Financial Representative (CRFR) serves as an extension of the Financial Advisor (FA), providing advice, service, and support to clients when their FA is unavailable—particularly for urgent financial and account ‑ related needs. CRFRs play a critical role in supporting the firm’s unique business model by delivering a consistent, high ‑ quality client experience while ensuring the FA remains the client’s primary advisor.

CRFRs align closely with branch teams to complement existing relationships, service, and advice, while adhering to the firm’s regulatory and compliance requirements.

Key Responsibilities

Provide timely advice, service, and support to clients in the absence of their Financial Advisor. Partner closely with branch teams to maintain continuity of the client relationship and support adviser‑led strategies. Support clients involved in sensitive matters such as potential legal, compliance, fraud, or account dispute issues, often in highly emotional and complex situations.

Apply strong problem‑solving and conflict management skills to assess risk, resolve issues, and deliver service recovery with a focus on client retention. Escalate matters to Compliance when necessary while maintaining ownership of the client experience. Ensure adherence to departmental standard operating procedures and firm policies.

In this role you will be expected to: Complete all required firm and division training, continuing education, and licensing requirements; remain current on compliance and product updates. Maintain a strong understanding of investment products, account types, and account features, including risks, pricing, and suitability considerations, to act in the client’s best interest.

Stay informed on current market events and clearly communicate them in alignment with the firm’s investment philosophy. Foster strong, collaborative partnerships with branch teams to enhance service effectiveness and client outcomes.