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Career Story: Client Service Manager For An Institutional Finance Corporation

Client Service Manager For An Institutional Finance Corporation

Job Title: Client Service Manager Banking

Type of Company: I work for a large institutional finance corporation.

Education: BS, Business Management •• BFA, Theatre Arts

Previous Experience: I am a Navy veteran and served in Vietnam, where I supervised five platoons and ran a communications shack. After I was discharged in the late '60s, I came to Boston to work in the stock exchange and went to college at night to get my degrees.

Job Tasks: My key responsibility is to make sure all client requests are received, logged into a tracking system, delegated to the appropriate person and promptly followed up on. Clients often ask us to send them checks, to transfer stocks and bonds from one account to another or to set up new accounts with the IRS and other government agencies.

Another part of my job is to take client requests and make sure we possess the documents we need to follow through on them. If it turns out we don't, I have to contact the client or his advisors to let them know what we are missing.

I am in constant client contact but being on top of everything is my paramount concern -- that and making sure my staff is well-trained. Once a request is completed by my staff, it is my job to review it and sign off on it or reject it. If the job was done properly and to my satisfaction, I will send a confirmation of completion to the client or his advisors.

Best and Worst Parts of the Job: The best part of my job is the day-to-day contact with our clients and helping them get their requests completed in a timely fashion. I have been doing this job for over 20 years so it is easy but at the same time challenging due to the variety of requests we get and the different parameters we must meet.

The worst part of my job is when we can't complete a client's request and they feel like we are not trying our best or they may be having a bad day and they need someone to take their frustration out on and it happens to be me and my staff. Quite the challenge, to say the least.

Job Tips:
1. Take as many courses and attend as many training sessions as you can and don't be afraid to asked for help if you don't know how to do something.

2. Never assume you know what is being asked of you if you have never done the task before. It is always better to get it right the first time for both the client's sake and yours. But don't be intimidated either, and do what you need to do.

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