Role Description Build trust, create clarity, and strengthen the Advisor-client experience. The Client Service Associate sits at the center of the Advisor's practice, connecting people, processes, and systems to deliver a seamless client journey. This role is equal parts relationship builder and operational expert, bringing order, confidence, and consistency to every interaction. Location: Remote, supporting Eastern Time Zone What You'll Do - Client Relationship Support - Respond to client questions, resolve issues, and guide them through account updates and portals. - Deliver timely, thoughtful service that builds trust with every interaction. - Represent the firm professionally in all client-facing communications, internally and externally. - Advisor Enablement - Prepare financial documents, meeting materials, and organized information for new and prospective clients. - Schedule meetings and coordinate events that keep the practice running smoothly. - Partner closely with Advisors to translate strategy into execution on a daily basis. - Account Operations & Data Integrity - Open and maintain client accounts across custodial platforms including Schwab, Fidelity, and Pershing. - Ensure Salesforce and internal systems are accurate and consistently up to date. - Manage documentation and records in line with compliance standards. - Administrative & Office Coordination - Draft polished emails and client communications on behalf of the practice. - Support administrative workflows and day-to-day office coordination. - Identify opportunities to improve how the practice operates and bring actionable ideas forward. Qualifications - 3-5 years of client service experience in a professional services environment, preferably wealth management - Hands-on experience with custodial platforms: Schwab, Fidelity, and Pershing - Prior use of eMoney or Orion is a plus - Series 7 and/or Series 65 licenses preferred Requirements - Strong written and verbal communication skills - Superior organization and attention to detail - High standards of accuracy and task follow-through - Proactive, self-starting mindset with the ability to anticipate needs before they surface - Effective time management and ability to prioritize across competing demands - Collaborative relationship builder who takes pride in team outcomes - Commitment to professional ethics and regulatory standards - CRM proficiency required; Salesforce strongly preferred - Microsoft Office Suite - Familiarity with financial planning platforms such as eMoney or Orion - Proficiency with AI tools such as Claude, ChatGPT, or Microsoft Copilot; actively uses them to improve productivity, communication, and workflow efficiency Benefits - Salary: $65,000-$72,000 - Competitive salary + bonus pool - Generous PTO, holidays, and a Charitable Service Day - Health, dental, vision insurance + RFG Advisory stipend - Flexible Spending Account (Health and Dependent Care) + HSA for applicable coverage - 401(k) with Safe Harbor contribution - Paid parental leave, short- and long-term disability, life insurance - Surface Pro + home office setup - Pet Insurance - Continuing education and professional development support

• Serve as the primary point of contact for assigned hospital clients • Build and maintain strong, long-term client relationships • Conduct regular client meetings to review performance metrics, address concerns, and identify opportunities for improvement • Respond promptly to client inquiries and resolve issues in a professional and timely manner • Manage the daily activities of Koders on their assigned teams • Ensure productivity and quality standards are maintained • Monitor coding productivity, accuracy, turnaround times, and service-level agreements (SLAs) • Coordinate with coding managers and quality assurance teams to ensure client expectations are consistently met • Analyze operational reports and communicate trends, risks, and opportunities to internal leadership and clients • Support staffing forecasts and workload balancing to maintain service commitments • Maintain working knowledge of ICD-10-CM, CPT, HCPCS, and medical terminology • Understand specialty-specific coding requirements and payer guidelines • Assist clients with coding-related questions and documentation improvement opportunities • Support denial management and coding-related appeals when necessary • Stay current on CMS regulations, coding updates, and compliance requirements • Ensure coding activities comply with HIPAA, CMS regulations, payer requirements, and company policies • Review quality metrics and coordinate corrective action plans when performance issues arise • Prepare and present monthly performance reports to clients and leadership • Track KPIs including coding accuracy, productivity, denial rates, turnaround times, and customer satisfaction • Identify opportunities to improve processes and enhance operational efficiency

• Account management with responsibility for major brands and/or Fortune 1000 companies • Grow the value and long-term value of your assigned accounts • Deliver regular client reviews, status meetings and presentations while also keeping clients up to date on new ICUC products and services • Advising clients on social media strategy by working with ICUC’s Strategy and Insights teams • Support in the set-up and implementation of social media projects as required • Keep Salesforce Opps and Projects up to date and work on proposals and SOWs • Work in partnership with other client agencies – media, creative, PR, etc. • Contribute to new business pitches • Work with senior management to shape ICUC’s strategic offering

• Lead technical configuration and deployment of the Company’s Remote Patient Monitoring platform/solution within client EHR environments, with a focus on Epic and Cerner integrations • Serve as the primary technical point-of-contact for business and development stakeholders during onboarding • Manage all implementation phases, from kick-off and requirements gathering through testing, go-live, and hand-off • Troubleshoot complex integration issues in collaboration with Technical Support Engineers and escalate as needed • Partner with senior team members to learn to support the Company’s Health IoT platform implementations and data source integrations • Gradually take on onboarding tasks for the Company’s Health IoT Platform, including training, configuration, and strategic expansion • Own the post-launch client relationship for assigned accounts for the Company’s Remote Patient Monitoring platform/solution, acting as both advocate and advisor • Conduct regular check-ins and strategic reviews to understand client goals, reveal new use cases, and propose incremental feature or measurement-type expansions • Monitor key adoption metrics and serve as an early warning for at-risk accounts, partnering with the Director, Client Experience to mitigate churn • Frame every client interaction around delivering measurable value, never a hard sell, but always aligned to the client’s business objectives • Develop and maintain detailed project plans, ensuring milestones, deliverables, and deadlines are met • Coordinate cross-functional resources, with Support, Solutions Engineering, and Product, to align on client requirements and timelines • Document and communicate implementation status, risks, and resolution plans to both internal teams and client stakeholders • Create and deliver tailored training programs—live or recorded—to educate clinicians, administrators, and technical teams on the Company’s Remote Patient Monitoring platform/solution features and best practices • Produce clear technical documentation and knowledge-base articles to empower clients to self-serve common tasks • Share lessons learned across all product lines to continually refine the Company’s implementation playbooks • Host or support “Feature Spotlight” sessions aimed at highlighting high-value Impact capabilities and driving adoption of additional measurement types • Capture client feedback on usability, workflows, and feature requests, and surface actionable insights to Product and Engineering teams. • Contribute to ongoing refinement of implementation and experience playbooks, incorporating lessons learned and industry best practices • Stay current on the remote monitoring landscape and EHR trends to anticipate client needs and maintain technical authority.