We value good service at BWFA. When you call, you’ll get someone on the phone rather than voicemail. When you have an appointment, the whole office knows you are coming and is ready to greet you. When you have a question, we will answer it right away, or do some research and get back to you promptly. BWFA works hard to provide better service than you typically find these days.
How do we do this? We start by hiring qualified staff with the right attitude. Most of our staff members have worked in corporate environments where the standards are high for service and knowledge.
Then, we set the bar even higher. All BWFA employees are expected to continue professional training and development, so we will be more knowledgeable in our profession. We self-educate by meeting twice a week to discuss tax law changes, economic changes, market conditions, and how they affect our clients. We can’t afford to be wrong or inattentive when it comes to your finances.
We also have strict internal standards which are reinforced at weekly meetings. We all pledge to return calls within four hours. Each room in the office is equipped with a phone, and if an incoming call rings more than three times, whomever is free is expected to answer. We have two shifts of front desk reception to make sure that from 8:30 a.m. to 5:30 p.m., there is always someone dedicated to you. We are now testing web-based video conferencing to better serve clients who cannot easily come to our office.
Despite best efforts, sometimes we goof up. Last year, two advisors got stuck in traffic on the way to a meeting in Washington, DC, and missed the appointment. They rescheduled at the client’s convenience and drove several hours to meet in his home. The next week, we bought a GPS navigation system that can be used to find alternate routes to client meetings. When we goof up, we’ll first make it right, and then make sure we don’t do it again. That’s good old-fashioned service. And it starts with our people.
With this newsletter, I’m starting a series of profiles on the BWFA staff. First, let’s get to know Rachel Roffman, our Investment Operations Manager.
Professional Profile: Rachel Roffman
You might not recognize me, but you are probably familiar with my work.
My job is to keep things simple for you. I handle your paperwork, and I handle BWFA’s relationship with TD Ameritrade. I’m the person who confirms your account activity, reconciles your stock positions, and helps fix problems when they occur.
You might be surprised at how many things come past my desk every day. The first thing I do each morning is reconcile our data with TD Ameritrade; I’m an extra layer of security and accuracy. Then I handle incoming checks, withdrawals, billing, and clients’ online access.
I make sure that what needs to get done does get done in a timely fashion. If you make a check request, I ensure that the correct amount goes to the correct address (and then I send you an e-mail to confirm the transaction). My goal for you is never to be guessing if something has been done. Whether it’s an IRA distribution, a transfer of assets, or a deposit of a check — I’m keeping track of it for you.
Occasionally, questions or even mistakes occur. If there is any issue with your account, I will contact TD Ameritrade and try to handle it myself. It’s my job to fix the situation, and I will do everything in my power to not have you sign additional paperwork.
Paperwork is annoying. And when it’s paperwork related to your finances, it can be time-consuming, confusing, and stressful. I strive to minimize your paperwork, and still keep you on top of everything you need to know about your accounts. Got a question? Just ask me.
Over the past year, I have been training under Rob Williams to become a portfolio manager. I recently passed the registered investment advisor exam and am looking forward to continued career growth at BWFA.