In my work as a Client Support Specialist with iA Private Wealth, I do my utmost to provide clients with a pleasant, engaging, and effective support experience. I enjoy sharing my knowledge with colleagues and others in the industry, as I find it serves to raise the profile of financial services in general. Today, I’d like to share four key ingredients for client support excellence in this field. These can easily be carried over to any industry that involves client or customer engagement.
Ingredient #1: Cultivate Relationships
Business relationships quite simply are human relationships. To thrive in this industry, I truly do believe you have to be a people person and genuinely enjoy cultivating relationships with your clients. Investments are extremely personal to my clients, and developing a genuine relationship with them is the bedrock on which trust is built. Ask them about their family, their dreams, and their interests. The personal touch is really what makes this business unique.
Ingredient #2: Provide Value
One of the most important ingredients to engaging and serving your clients is to provide value in all that you do for them. In my role, I actively support the client in having an effective plan for generating and managing wealth. This means I need to deliver. I need to be aware of which investments are going to best generate wealth going forward. Providing value raises the profile of both your personal brand and the brand of your organization. This no doubt leads to repeat and new business.
Ingredient #3: Be Knowledgeable
Being up to date on industry trends, what is going on with the market, and current events is invaluable to being a trusted asset for your client. Gaining this knowledge can be as simple as reading business publications like The Economist, The Wall Street Journal, or Bloomberg. The work you put into this will assist your client, as you’ll usually be supporting busy professionals with families and many obligations. You can help them take the guesswork out of investing and wealth management.
Ingredient #4: Be Aware of Your Client’s Expertise
Knowing your client’s strengths and expertise is helpful with all aspects of the work. For instance, if your client has a passion for ethical investing, you can take the time to build on that. If your client is interested in space exploration, for instance, you can help them find aerospace companies and private spaceflight companies for investments. Show that you’re passionate about your client’s passions, and it will go a long way to helping you become the best advisor you can be for them.
These are some actionable steps that you can take to more effectively support your client in the financial field. I wish you the best in your journey to becoming a top-notch Client Support Specialist!