How A Financial Advisor and Branch Office Administrator Work Together to Deliver for Clients

Financial Advisor Darryl Plunkett and Senior Branch Officer Administrator Inger Mitchell make a great team.

“Clients love calling here and hearing her voice first, because they know they’re being taken care of,” Darryl said.

It’s not only Inger’s approachable communication style and personal touch that keeps clients happy.

“We established credibility from day one with our clients that if I’m not available, Inger’s a resource as well,” said Darryl. “I make sure our clients know that she is an extension of what we do.”

Knowing Inger has his back gives Darryl the confidence to be out of the office, whether in the community engaging with local organizations and prospective clients or traveling. A few years back, he was on a Travel Award Program trip (earned based on branch profitability.)

“The market was crashing — it always does when we’re out of town,” Darryl laughed. “But Inger was able to hold down the fort and assure our clients that they would be fine. She’s able to reassure them, because they know that we work together — and they trust our relationship and our teamwork.”

Inger agreed: “It’s all about you and your financial advisor working together to make sure you are doing what’s most important for the client.”

Inger has spent more than 30 years in the financial services industry in administrative, customer service and supervisory roles — and she has used all those skills to help her succeed in her current role and build a long-term career at the firm.

“No matter where you are coming from, the skills you’ve mastered in your previous job experiences will be invaluable in performing your day-to-day responsibilities as a branch office administrator, supporting your financial advisor and building strong client relationships,” she said.

When thinking about the most valuable transferrable skills, one stands out for Inger: “Communication is always number one — with your financial advisor because you have to learn how to understand one another, which truly benefits the client. But it’s just as important to understand the client and what matters to them.”

Darryl added that the best client support team professionals are adaptable, both to the working style of their financial advisor and to the shifting demands of the job.

Freeing Up Capacity to Build Client Relationships

Having Inger on his team is “worth every penny we pay her — and then some,” said Darryl.

“I can’t do the areas of my job I need to do for my clients without her support on the backside.”

Inger not only frees up Darryl’s capacity to serve current clients, she plays a critical role in helping him grow the practice.

“If we’re effective advisors, we have to have the flexibility to get out of the office and go to luncheons, go to chamber events, go to places where people are present — because you don’t meet anybody sitting in the office,” said Darryl.

 Two Financial Advisors Sharing One Branch Office Administrator

About eight-and-a-half years into their working relationship, a new financial advisor moved into Darryl’s branch. The two advisors share office space — and Inger.

“We’re in a high-cost area, so having another advisor to share the expenses is really good for me. It helps Inger as well, because it helps profitability across the board,” said Darryl, referring to the branch profitability bonuses that client support team professionals can earn.

Having an experienced branch office administrator for support also helps newer financial advisors build successful practices faster.

“I support Inger 100% in working with that other advisor because it’s crucial to get things right now so that it’s smooth sailing going forward,” said Darryl.

Support from the Field — and the Firm

While Inger is supporting two financial advisors, her colleagues in the field are supporting her.

“You have the support of your mentor and other client support teams in your region,” Inger said. “We’re all for each other, and we want to see each other succeed. In our local area, we get together once a month for lunch.”

And Darryl encourages it: “I think it’s important, especially for someone coming into the business, to lean on the people around them.”

Darryl occasionally receives calls from financial advisors in his region asking if they can send a new branch office administrator to “sit with Inger for a while.”

“I always encourage her to do that because she can be a valuable resource for somebody coming in,” he said.

Inger is quick to point out that the firm supports client support team members — and financial advisors — “1,000%.”

“Edward Jones is very forward thinking, and they are always thinking of how we can do our jobs better,” she said. “You always have the opportunity to better yourself.”

In addition to taking advantage of firm-supported training and professional development opportunities, client support team members may pursue licensed roles, such as registered branch associate and associate financial advisor, or earn their Financial Paraplanner Qualified Professional® or FPQP® designation.

It’s All About the People

While the firm provides ample opportunity for client support team members to build their financial services acumen and skill up on products and technologies, Inger said individuals who are successful in the role share one thing in common: “You have to love people.”

When Inger first joined the branch, Darryl told her the best part of the job was getting to know the clients: “But I forgot to warn her that with the positive comes the negative: We get to know our clients, and they become important to us.”

This means when clients experience hardship or pass away, it hits hard.

“In April, we lost five clients who passed away,” said Inger. “And we’ve seen some of our clients struggling with Alzheimer’s or dementia. Some are going to affect you more than others — but our clients become like family.”

Those relationships, said Inger, are the best part of her job.

“With certain clients, I know I’m going to have to put that call last on my schedule because I know that conversation is going to be about 30 minutes. We’re just going to laugh and have fun — like catching up with an old friend.”

Take the Challenge — and Jump In!

Inger tells those considering the branch office administrator role, “You have to be a people person, you have to be someone who is a self-starter and you have to be someone who knows how to problem solve.”

She also tells them, “Don’t be afraid to take the challenge and jump in.”

“What I love most about my job are the clients but also helping them succeed in bringing their goals to life when planning out their futures and legacy to come.

“It’s a very rewarding career.”