Client Experience Team Lead

Who are we?

We are The Motley Fool, a purpose-driven financial information and services firm with nearly 30 years of experience focused on making the world smarter, happier, and richer. But what does that even mean?! It means we’re helping Fools (always with a capital “F”) demystify the world of finance, beat the stock market, and achieve personal wealth and happiness through our products and services.

The Motley Fool is firmly committed to diversity, inclusion, and equity. We are a motley group of aspiring overachievers that have built a culture of trust founded on Foolishness, fun, and a commitment to making the world smarter, happier and richer.  However you identify or whatever winding road has led you to us, please don't hesitate to apply if the description below leaves you thinking, "Hey! I could do that!"

What does this team do?

Our purpose at The Motley Fool is "To Make the World Smarter, Happier, and Richer", and on the Motley Fool Wealth Management team, we get to help pursue that goal in a very direct way by managing our clients’ nest eggs and providing personalized advice. Motley Fool Wealth Management is a Registered Investment Advisor managing over $2 billion in stock-focused managed accounts. We also offer index-based investing, but it represents less than 1% of client assets. Our sister companies include Motley Fool Asset Management with over $1.5 billion in assets in mutual funds and ETFs; 1623 Capital with over $100 million in managed assets in a hedge fund; and Motley Fool Ventures with over $150 million in multiple venture funds. 

In true Foolish fashion, we believe that investing success is derived from selecting great businesses and holding those companies through all market conditions. Our clients have entrusted us to manage over $2 billion over the last 10 years, and we’re excited about our growth for the future. If you want to be at the heart of the action, read on! 

Motley Fool Wealth Management is opening tryouts for a player-coach that can lead the Client Experience Team while also contributing to its efforts. We expect that the successful candidate will spend about 50% of their time on team management, with the remainder allocated as an individual contributor. 

What would you do in this role?

As the Client Experience Team Lead, you will be at the heart of our client interactions. You’ll be leading a team of 5-7 Client Experience Fools that handle a wide variety of responsibilities including:

• Answering and triaging all inbound requests of the MFWM team via phone and email
• Supporting clients and Wealth Advisor teams by opening accounts, handling special requests, and executing routine account management tasks such as processing withdrawals
• Explaining Fool Wealth’s product offering to prospects that inquire, and teeing up conversations with Wealth Advisors. 

As the Team Lead, you’ll be responsible for:

• Coordinating resources to ensure full phone coverage during business hours and monitoring call stats (call answer rate, talk time)  to shift our approach when necessary to meet client needs
• Working closely with Director of Financial Planning to: 
• Channel the voice of the client in stakeholder meetings where business priorities are set
• Maintain continuity in the client experience and continue specialization efforts to maximize group productivity
• Set the strategic goals and reviewing metrics for the CXS group, ensuring they align with business’s success metrics
• Assessing policies and procedures with an eye towards simplifying, standardizing, and successifying
• Setting all Client Experience Fools up for continued learning and career progression opportunities
• Helping with down time, errors, and improvements, for both internal systems and vendor-provided services as the need arises
• Owning the voice and approach of our client service team - we want to be known as helpful, friendly Fools that are always working in the client’s best interest
• Serving as a point of escalation and resolution for complex client scenarios and all manner of snafus, hiccups, and miscommunications

What do you need to apply?

• Two or more years of experience in a client-facing service role at a RIA
• Series 65 or equivalent license (CFP, Series 66, ChFC, CFA) permitting you to give personalized investing advice 
• Fluency in brokerage account types. You should know your IRA’s from your ERA’s, and your 401(k)’s from your IDK’s. 
• Experience in identifying process inefficiencies and implementing improvements
• Have experience with a CRM, especially Hubspot
• Sales experience is a plus

Please note, no sponsorship is available for this position. You must reside in, or be willing to relocate to, one of these states for employment: California, Colorado, Florida, Louisiana, Maryland, Massachusetts, New Jersey, New York, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington DC, and Wisconsin.