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CSU: WHO Are We?

CSU: WHO Are We?. CSU: HKFS C lient S ervice U nit “Helping our FAs Help Your Clients” FAST Letters Call Team Email/Call Response Team. F INANCIAL A DVISOR S ERVICE T EAM Annual FAST Letter Households under $200,000 Designated by FAs to be FAST clients

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CSU: WHO Are We?

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  1. CSU: WHO Are We?

  2. CSU: HKFS Client Service Unit “Helping our FAs Help Your Clients” FAST Letters Call Team Email/Call Response Team

  3. FINANCIAL ADVISOR SERVICE TEAM • Annual FAST Letter • Households under $200,000 • Designated by FAs to be FAST clients • Customized Letter includes CPA name, FA name, current allocation & Risk Tolerance Questionnaire • Reply Options: Box 1 or Box 2

  4. CREATE MONTHLY LIST - KELLY EMAIL LIST TO FAS FOR APPROVAL - ALICIA PREPARE LETTERS - JULIE MAIL LETTERS –- BARB THE FAST LETTER PROCESS LETTERS RETURNED TO BARB – LOG IN TO SPREADSHEET LETTERS RETURNED “BOX 2” – NEEDS CHANGE AND/OR CONTACT LETTERS RETURNED “BOX 1” – “ALL OK” CALLS MADE, COMPLETED, NOTES MADE ON LETTER; RETURN LETTER TO BARB FOR PROCESSING SCAN TO PAPERLESS/SHRED EMAIL FA, IAR, JULIE & SO - BARB UPDATE IPS DATABASE -JULIE

  5. FAST LETTER RESULTS • 448 client letters mailed from the CSU team • 100% received an additional service touch (448 clients) • 17% responded to the letter (78 clients) • 3% responded that they would like to be contacted (15 clients) • 14% responded either that they were perfectly happy or left it blank / did not indicate contact was needed (63 clients) • Most of these happy clients had also returned their Risk Tolerance Questionnaires, and after reviewing, the CSU team determined contact was needed on 40% when the results were compared to the client’s current allocation. (25 clients) • Total = 9% of clients that received the letter had or will have a discussion with the CSU team. (40 clients)

  6. RESPONSES • Here’s what they’ve said: • 3 clients adjusted their asset allocation. • 1 client said she plans to open a new Roth IRA with us and make monthly deposits • 14 clients decided their current allocations were satisfactory after speaking with an advisor. • Here’s what we’ve seen: • Letters were sent on 448 households totaling $36,031,418 in AUM • 7 clients closed their accounts ($146k/7=$20k) • 1 client closed his account and opened 4 new accounts for him and his wife (an increase of $131k)

  7. HKFS Customer Service Standards

  8. HKFS Customer Service Standards

  9. HKFS Customer Service Standards First-class service.  Every customer, every time. 

  10. All Star Stories!

  11. Future plans for the Client Service Unit • Surveys: • Clients • CPA Affiliates • Employees • Improving the ‘On-Boarding’ experience • CRM & Monitoring improvements • Thematic FA Support Calls • Ideas from you?

  12. CSU: HKFS Client Service Unit

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