As a consumer, I have watched as the very definition of service, not to mention its delivery, has sunk to an unprecedented low. Service associates rush to conclude a call, routinely provide misinformation and generally don’t care about the well-being of the very individuals and families they are tasked to serve – and that’s assuming you somehow successfully navigate the dreaded automated telephone, the que!
Such experiences proved vital to the creation and adoption of the client service policy that would govern the client & advisor engagement at ICG next – a policy that would be rooted in “service before self.”
A policy designed to remind our colleagues that service is as germane to a successful client / advisor engagement as honesty, ethics, integrity & intellectual capital.
A policy designed to recapture and deliver a level of service to both client and colleagues that defined our yesteryears.
ICG next has redefined service, kicking to the curb so to speak, the role of financial advisor and instead embracing the role of steward, confidant and trusteed resource across multiple generations.
After all, our combined experience within the financial services industry exceeds 150 years, our educational background is extensive (Economics, Finance, Business, Accounting etc.) and professional credentials (Certified Financial Planner®, Certified Life Underwriter® & Chartered Financial Consultant®, Certified Investment Management Analyst®) led us to realize that the most critical decision an individual / family faces when seeking to gain and maintain greater control with regard to their financial future is not what firm is chosen or what investments vehicles (mutual funds, annuities, stocks, etc.) are utilized in the design, adoption and management of a portfolio. Instead, it is the financial professional (s) chosen, partnered with, that will enhance the likelihood of achieving what is important, personally and financially.
Combined with unparalleled industry experience, academic accomplishment and credentialed professionals one experiences a robust client service policy that governs each and every client / advisor relationship at ICG next – a policy that includes but is not limited to frequent formal review meetings; a dedicated administrative staff person serving as liaison between our affiliated financial professional (s) and the client served; a dedicated administrative staff person (s) being responsible for addressing all administrative needs of and / or requests of clients served and our affiliated professionals; dedicated professionals being responsible, along with the organization’s investment committee and / or other professionals (i.e. CPA), for addressing all strategic financial planning and wealth management objectives; summary letters provided within seven (7) days following the conclusion of each formal review meeting and or telephone conference; phone calls returned within 24 hours; email responses within 48 hours; formal investment committee reviews conducted monthly; notary services, secure message center and e signature; video conferencing and secure website access.
Service and caring may appear lost but instead can be found at ICG next.
Visit us at: www.icgnext.com