This Branch Team Thrives on Communication, Trust — and Learning from Each Other

When Courtney van Burk joined the Atlanta office of Olivia Ewing and three other Edward Jones financial advisors as a branch office administrator, she was new to the financial services industry but not new to client service. In her previous role in property management, Courtney spent her days interacting with customers.

“Bringing those skills into this environment has been really helpful,” said Courtney.

And while Courtney said joining Edward Jones with no prior experience in financial services was a little intimidating, she believes “a lot of people are equipped to do this.”

Some of the transferable skills that are especially valuable in the role include:

• Analytical thinking, attention to detail, adaptability to any situation and excellent conversational skills.
• Strong ability to work independently at the direction of the financial advisor.
• Excellent computer literacy and a willingness to learn new technology and programs such as MoneyGuide and Salesforce and other firm-provided software.
• An aptitude to learn about financial services.

“If you have those admin skills, if you’re good at communicating, if you’re determined, up for a challenge and open to learning new things you may not initially be comfortable with — I think a lot of people are skilled for this,” Courtney said.

Working in a Multi-Financial Advisor Office Has Its Benefits

Courtney primarily supports Olivia in this four-financial advisor office which also currently has four branch office administrators. More and more Edward Jones branches operate as multiple financial advisors and client support team professionals working in a teaming model — and for good reason.

For the firm, financial advisor teaming creates the opportunity to elevate the client experience by leveraging the additional depth and breadth of financial advisor knowledge and complementary skillsets. Sharing the costs of the branch and a shared client support team also can create financial efficiencies and potentially reduce branch expenses.

For the branch, a shared client support team can increase the amount of coverage for branch service needs. And branch office administrators can concentrate on different skills, services and products, creating efficiencies and increasing depth of client service.

When Courtney joined the branch team about a year-and-a-half ago, Olivia — who has been with Edward Jones for 12 years — had only recently transitioned from working in her own office with one branch office administrator. While the switch to a multi-advisor branch took some adjustment, Olivia sees a lot of benefits.

The first is continuity: “If Courtney takes a day off or week off work, we are able to backfill really quickly,” she said.

“Also, clients like having a team behind you. At first, I was a little nervous to tell my clients I was moving into a multi-financial advisor office but pretty much all of them said ‘this is great — there are more people who can help me.’”

Another advantage is the support and cross-pollination of ideas that organically happens in the office.

“You are definitely running ideas by one another in the hallways,” said Olivia. “When you see somebody in the office, you are so much more likely to ask them for help versus picking up the phone and calling someone.”

Collaboration: Everyone Learning from Everyone

When asked how she would describe her working relationship with other advisors in the branch, Olivia didn’t hesitate: “Collaboration.”

“I’ve never seen any of the other financial advisors as competition,” she said. “In fact, it’s just the opposite. I’m always thinking ‘how can I help them?’ — and I’m so glad they’re going to help me.”

This collaborative spirit spills over into the client support team, too.

“The nice thing is the advisors are able to learn from each other and their practices, and us branch office administrators are able to learn from each other,” said Courtney.

That can mean helping each other master new processes and technologies — or even learning something from another advisor that Courtney can share with Olivia.

Courtney said joining an office with a team of branch office administrators already in place helped her learn her new role fast: “I started with three great people who had been with the company for a while, and I’m very grateful for all that I learned from them. I’ve also helped two newer branch office administrators who have started since I did.”

Olivia agreed: “They are able to get up to speed so quickly because they’re able to see three other ways that it’s done. And with four advisors in the office, there’s just so much more volume.”

This makes it easier to practice key skillsets such as scheduling appointments, opening accounts, handling account transfers, processing account transactions, preparing documentation and materials for client meetings, and managing correspondence. Even something as routine as depositing a check requires repetition to master.

“Our branch office administrators can only practice that if there are checks to deposit,” said Olivia. “In our office that’s not going to be a problem.”

Beyond the daily administrative and account management skills, branch office administrators take an active role in the branch’s annual business planning process. They also drive marketing activities such as planning and executing events.

Along with learning how to effectively work together in a multi-financial advisor office, both Olivia and Courtney had to skill up on the firm’s financial planning and customer relationship management platforms — MoneyGuide and Salesforce.

“Sometimes I know the old-school way and Courtney’s learning the new way, so we’re helping each other learn and merging those two perspectives together,” said Olivia.

Olivia called having Courtney on her team “invaluable.”

“Communication and trust are key,” she said. “Trusting that she’s got my calendar and that she’s handling clients allows me to be able to do what I need to do. Because a lot of the time, I’m just booked back-to-back with appointments — but I know that all my other clients are being taken care of while I’m doing that.”

She depends on Courtney to remind her to follow up on certain business items or circle back to outstanding client issues. Courtney is also another set of eyes and ears for Olivia, actively listening for situations in their clients’ lives that may indicate a need for additional services.

“The follow-up and accountability are really important as we work together,” Olivia said.

Transferable Skills and Legendary Support

Transferable skills make a client support team — or financial advisor — role a fit for many who may have little or no experience in the financial services industry. But it helps to have a strong interest in and desire to learn and understand the financial services industry.

“I’ve learned a lot about finance, all the different processes and the different elements that go into it,” said Courtney. “I’m continuously learning every day — even a year and a half later.”

Olivia said industry rookies need not fear taking the plunge into financial services.

“Edward Jones does a phenomenal job on both the financial advisor side and the branch office administrator side of training and providing the tools that you need. Whether it’s mentorship or coaching or support from the home office, you’re never going to feel like you’re on an island,” said Olivia.

You’re also never going to feel stuck in place. At Edward Jones, branch office administrators have endless opportunities to shape their own experience. Client support team professionals can get licensed, level up to a registered branch associate or even step into an associate financial advisor role. It’s about career paths, not job titles.

“If you like people, if you’re willing to solve problems, if you’re willing to communicate and work well with others, then this is a great role,” said Olivia. “It just so happens to be in the financial services industry.”