The Albridge Client Services group delivers the highest level of client-focused service support. Using an approach that is more consultative in nature, Albridge Client Services can provide your firm with basic troubleshooting, issue research, report guidance and tutorial assistance across all Albridge products and functions.
We draw our support staff from diverse financial backgrounds and industry experience. Our service associates complete a rigorous onboarding and training process before acting as your advocate. As our business can be fast-paced and complicated, it is important to acquire the right talent, with the skill set that puts them in a position to succeed.
We act as an extension of your business. In 2011, we handled nearly 150,000 total inbound contacts from advisors, planners and home office personnel. That translates into 150,000 opportunities to enhance our working relationship. We take the time to understand your concerns, while helping you to build your knowledge of our process and your platform.
Aligning Our Support with Your Needs
We do our best to align the knowledge and tenure of our service associates to meet your needs. Not every client is the same and recognizing that is key to providing the right support.
We understand what differentiates our clients, and how they use Albridge's suite of products and services. This, in turn, allows us to deliver a much stronger client service experience.
We want our clients to know how service requests are being resolved. Through access to eService, our online portal, you can view open support items and review first-hand the progress that is being made.
Our service team is the first and last stop for all your service inquiries and requests. Once a request is submitted, we resolve it and provide you with timely and realistic expectations. Additionally, all of our communications are monitored to ensure the quality and accuracy of our delivery.
We are committed to continuously evaluating the way we support our clients via the front-line experience. In doing so, we have benchmarked ourselves through participation in certifications of service quality, service standards measurement and process efficiency. We have aligned our client service support goals with these industry partners:
Ultimately, our goal is to provide you with excellent client service on every contact. Through our event-driven survey process, you can provide us feedback. We encourage you to use the survey so we know what we are doing well and where we can improve.
You can reach Albridge Client Services Monday through Friday, from 8 a.m. to 8 p.m. (ET) by phone, e-mail or through our online eService web portal.