Branch Office Support Role
Client relationship extraordinaire.
Often times the branch office administrator (BOA) has the most personal contact with the client. The BOA’s role in strengthening the branch team-client relationship requires flexibility, creativity, the ability to work independently – and these core competencies:
- Exceptional client service abilities
- Critical thinking capabilities
- Strong initiative
- Effective written and verbal communication skills
- The aptitude to learn and understand the financial services industry
Office operations? Client relationships? Business development? The BOA is all three.
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Daily office operations includes overseeing appointment setting and schedules, and processing deposits and transactions. Ideal for a well-organized person who enjoys multi-tasking and working with technology and people.
Job one for our financial advisors is building authentic, one-on-one relationships with our clients – and the BOA is key in doing that. The BOA is typically the voice clients hear when they call on the phone and the first face they see when they walk in the door. They’re often first to hear of major life events, such as weddings, family loss and births. New jobs and retirement plans. When clients have questions, the financial advisor depends on the BOA to offer a timely response. Accessible, personable, empowered. That’s the BOA role.
An effective marketing communications program is only as strong as the person who implements it daily. Based on the branch team’s established processes, the BOA updates prospect and client data records, executes direct mail programs, assists with planning seminars, and makes follow-up phone calls to set or confirm appointments. The BOA also helps the financial advisor deepen existing client relationships by preparing reports for scheduled appointments and scheduling systematic contact activities.
Supporting the region and the firm
To improve region performance and support our growing firm, we have established a number of regional support programs for all BOAs. Experienced BOAs often dedicate time for programs such as mentoring, BOA meeting planning, region recruiting or solutions systems advocates. Even helping with an occasional branch visit, workshop or special project.
Some BOAs also have the opportunity to play a larger role in their region if their financial advisor holds a key leadership position. This generally involves scheduling meetings, communicating with other branches and compiling reports. Many branches also host a financial advisor trainee for several weeks, requiring the BOA to help the new financial advisor become familiar with processing systems and office record keeping.