WHAT DOES A CLIENT SERVICE ADMINISTRATOR DO?

The Client Service Administrator manages and processes customer consumable orders while efficiently resolving issues and monitoring email communications. Serves as a key escalation point for outsourced services and invoicing, ensuring smooth operations across departments. Coordinates regular meetings with Finance and oversees new account setups and ongoing customer service excellence.

A Review of Professional Skills and Functions for Client Service Administrator

1. Client Service Administrator Duties

  • Mail and Supply Management: Opens post and allocates it to the appropriate administrator and orders stationery.
  • Pack Preparation: Ensures sufficient packs are made up - new client, care fees, solicitor, seminar.
  • Seminar and Event Coordination: Sets up seminars, attends events, and runs requested reports.
  • Sales Liaison: Liaises with sales to book follow-up meetings.
  • Client Fund Arrangement: Arranges funds and will review for unallocated clients.
  • Data Entry: Involves data entry of new clients into the database.
  • Annual Review Coordination: Conducts annual reviews – contacting clients to book annual reviews.
  • Meeting Setup: Sorts refreshments for meetings and ensures the room is cleared after use for facilities management.
  • Facilities and Supplies Liaison: Liaises with cleaners, gets milk, cleaning supplies, and kitchen equipment.
  • Kitchen and Reception Management: Ensures the kitchen is kept clear, answers the phone and door.

2. Client Service Administrator Details

  • Meeting Schedule Assistance: Assists with managing the weekly client meeting schedule.
  • Account Monitoring Support: Assists Client Service Managers in monitoring clients' investment accounts.
  • Meeting Preparation Support: Supports Client Service Managers and Advisors in preparation for client review meetings.
  • Mail Management: Handles inbound and outbound mail for clients and teams.
  • Marketing Support: Provides marketing and branding assistance.
  • File Maintenance: Maintains and organizes all client files, both physical and electronic.
  • Document Assistance: Scans, copies, binds, and otherwise assists the team with required documents.
  • Scheduling Assistance: Provides scheduling support and coordination for the team and partners.
  • Cultural Reinforcement: Understands and reinforces the 'Why' and 'How' within Moneta.
  • Bill Pay Assistance: Assists the Bill Pay Specialist and helps coordinate client paperwork.

3. Client Service Administrator Responsibilities

  • Client Service Management: Serves as the frontline for client service experience, including team phone coverage.
  • Report Preparation: Prepares reports, mailings, and materials for client meetings.
  • Meeting Documentation: Prepares meeting minutes, meeting notes, and internal support materials.
  • Scheduling: Schedules visitors, appointments, client meetings, conference rooms, and travel.
  • Expense Management: Prepares, reviews, and submits team expense reports.
  • Project Coordination: Coordinates and oversees the completion of special operational/administrative projects.
  • Client Onboarding: Oversees new client paperwork, opening new accounts, and client account changes.
  • Payment Allocation: Allocates payments to contracts and advises HO Accounts.
  • Performance Management: Ensures that the Client’s Key Performance Indicators are met and exceeded.
  • Stakeholder Interaction: Interfaces with Network Rail and Delivery units.

4. Client Service Administrator Accountabilities

  • Database Management: Maintains marketing lists and databases for improved client service and sales opportunities.
  • Strategy Development: Participates in the development of new ideas, sales strategies, and branding techniques with the team.
  • Membership Management: Manages professional memberships for team members.
  • Donation Tracking: Monitors and tracks gift logs and company donations/sponsorships.
  • Liaison Role: Serves as liaison between Home Office, compliance, network office, and Wise Financial.
  • Client Experience Maintenance: Maintains client-facing areas ensuring a superior client experience.
  • Supply Management: Manages all supplies for the office.
  • Vendor Management: Manages various vendors for the office.
  • Event Coordination: Assists with internal team events - birthdays, outings, social events, etc.
  • Meeting Participation: Participates and presents in team meetings.

5. Client Service Administrator Functions

  • Order Management: Processes customer consumable orders on the system.
  • Customer Support: Answers and resolves customer issues.
  • Email Monitoring: Monitors incoming emails to order and responds appropriately.
  • Inquiry Resolution: Handles customer inquiries and resolves problems.
  • Ad Hoc Administration: Performs ad hoc administration duties as required to support and cover key activities when other team members are out of the office.
  • Account Oversight: Oversees new account setup within outsourced services.
  • Service Escalation: Acts as the escalation point for outsourced services and invoicing.
  • Interdepartmental Coordination: Conducts regular meetings with Finance to ensure efficient working between departments.
  • Email Response Management: Monitors incoming emails to the Essentials office and responds appropriately.
  • Problem Resolution: Handles the escalation of customer inquiries and resolves problems.