Client Service Associate

ABOUT THE ROLE

Do you love organization follow-through and the flexibility of a hybrid schedule Join us as a Client Service Associate and play a key role in keeping our advisors and clients supported. Youll coordinate schedules prepare for meetings manage paperwork and digital files and ensure communication stays professional timely and accurate. As a client-facing role you represent the firm in every interactionyour professionalism and warmth should help each client feel cared for valued and confident that they are receiving exceptional service. Youre someone who enjoys both people- and detail-oriented work. You like learning new technology staying a step ahead and using good judgmentknowing when to follow the process when to ask questions and when to anticipate whats needed next. Youll collaborate with our Operations & Client Service team learning from experienced colleagues while building confidence in your own role. As you grow youll have opportunities to take on more responsibility and contribute to improving how we serve our clients.

Client Service & Administrative Responsibilities

• Oversee account maintenance requests including updates to passwords addresses beneficiaries money movement and statements while addressing general client inquiries.
• Support client onboarding by sending investment and financial planning agreements disclosures and tracking outstanding items to ensure a smooth process.
• Maintain organized up-to-date client information across systems like Laserfiche ShareFile and Wealthbox ensuring consistency and easy access for the team.
• Assist in preparing and processing new account and transfer paperwork with oversight ensuring timely completion.
• Conduct follow-ups for clients regarding pending forms information or billing ensuring no details are overlooked.
• Coordinate advisor scheduling via Calendly managing client meetings and third-party calls efficiently.
• Manage the filing of Investment Policy Statements (IPS) and maintain related CRM records for accuracy.
• Administer AdvicePay billing for financial planning services handling invoicing subscriptions and client communication with precision.
• Upload and organize documents to secure third-party portals ensuring compliance with regulatory standards.
• Provide professional client-facing support including answering phones greeting clients and coordinating office visits with hospitality.
• Efficiently handle incoming and outgoing mail postage and shipping maintaining organization.
• Assist in coordinating client events outreach initiatives and internal projects that strengthen team cohesion and enhance client service.

SKILLS & EXPERIENCE

• 1 years of professional experience in administrative client service or operations support. Experience in financial planning banking law insurance or other professional services preferred.
• Demonstrated success supporting clients and advisors in a setting that requires accuracy discretion and attention to process.
• Friendly approachable and professional communication style both written and verbal.
• Highly organized with strong time management and exceptional attention to detail.
• Works independently while contributing to a collaborative detail-oriented team environment.
• Follows established procedures while exercising sound judgment and initiative when something doesnt fit the mold.
• Proficient with business and scheduling tools such as Calendly CRM systems document management and shared communication platforms.
• Tech-savvy and quick to learn new systems; familiarity with industry platforms such as Axos GeoWealth Wealthbox Laserfiche Right Capital or Holistiplan is a plus.
• Committed to continuous learning and professional growth within a values-driven client-centered firm.

COMPENSATION & BENEFITS

This full-time position is based in Newport News VA with hybrid flexibility after initial training. Base salary ranges from $48000 to $70000 plus up to a 5% bonus and a comprehensive benefits package. We encourage applicants at all experience levels. The posted range reflects the expected scope of the role; compensation may vary based on job-related knowledge skills and experience and may be adjusted to reflect the depth and relevance of experience. Experience in financial planning banking law insurance or professional services is a plus.

Enjoy Flex Fridays with a Monday-to-Thursday schedule most of the year. Occasional Fridays may be required during busy periods such as initial training or the Client Meeting Surge (late April to May).

Benefits include 100% firm-paid health insurance for employees (50% for dependents) a 401(k) with 3% automatic contribution and a 50% match up to 5% paid time off and professional development support. We offer a collaborative growth-focused culture with long-term career development and hybrid work flexibility.

WHO WE ARE

Mason & Associates isnt your typical financial planning firmand we like it that way. Were a second-generation fee-only RIA with a vision for growth grounded in client-first service and deep expertise.

Were proud of our roots and excited about whats ahead. Weve built a national reputation for serving federal employees through specialized knowledge and strong lasting relationships. Their unique needs allow us to deliver deeply personalized planning while giving our team the opportunity to master a focused niche. Thats why were building clear paths for financial planners to step into meaningful client-facing rolessupported by mentorship collaboration and a culture that shares knowledge freelyso growth happens at a pace that matches each persons skills ambition and readiness.

We proudly host the Federal Employee Financial Planning Podcast and have been featured on leading stages such as the Kitces Financial Advisor Success Podcast and XYPN LIVE. Our team includes recognized leadersTop 40 Under 40 advisors FPA Chapter Past Presidents and AICPA honoreeswho bring both expertise and vision. Recognized on the prestigious Inc. 5000 list were a nationally respected forward-looking firm with deep roots bold vision and an open door for those ready to help shape whats next.

Why Federal Employees Are an Exceptional Niche

Federal employees are among the most mission-driven high-impact professionals whose work keeps our nation running. Our clients serve in some of the most exciting and respected institutions in the countrythe military the Department of Defense NASA the National Institutes of Health the FBI and the Drug Enforcement Administration. Theyre the hidden C-Suite: financially successful humble and a pleasure to work with.

Our deep knowledge of federal benefits TSP and healthcare means we dont waste valuable client time getting up to speed. Instead we focus right away on adding value building trust and creating strategies that make a real impact. Now more than ever federal employees need guidance to navigate new retirement opportunities and government changes.

Required Experience:

IC