On episode 66 of the CCO Buzz, we get to know our Client Relations Executive, Jessica Larbie!
CCO Buzz: Hello and welcome back to the CCO Buzz! On this week’s episode, we have a very special guest. Client Relations Executive Jessica Larbie is here to speak with us about why our customer relationship is so important. So Jess, how did you come to work with us here at Core Compliance and Legal Services?
Jessica Larbie: Good question. I come from a history of parents who are entrepreneurs in the healthcare industry. I have been in staffing for about seven to eight years. I was doing healthcare staffing in the rehab/therapy industry, and then I transitioned into another part of staffing in the accounting and finance industry. I’ve had a lot of experience in sales and also management. I heard about the opportunity to work at Core Compliance and the consulting field really intrigued me and just learning more about the SEC and the different regulations – I was really intrigued. And so that’s what brought me here to Core Compliance.
CCO Buzz: And we’re happy to have you! What drew you to client servicing?
Jessica: So Anna I have a passion for connecting with people and meeting with people and that’s actually one of my skills and talents, to really develop relationships with people and connect on a one-on-one level. And I really thrive having face-to-face interaction with people. I love being a connecter and genuinely meeting people, getting to know them, and understanding what their needs are.
CCO Buzz: And I think that definitely shows in everything that you do for us here. So tell us about the recent customer meetings that you’ve started at Core Compliance.
Jessica: So at Core Compliance our goal is to have excellent customer service. We’ve been doing a lot of our client servicing calls by following up after engagements and we thought it would be a wonderful opportunity to meet our clients face to face. And so I recently started meeting our local clients in downtown San Diego, and just [taking] an opportunity to connect with them one-on-one, understand more about the engagement and relationships they have with our consultants. And also just get some raw feedback as to, what should we continue doing, what should we stop doing with the consultants and with our client experience.
CCO Buzz: You said that Core Compliance was all about customer service and building that relationship. In your opinion, what would an outstanding customer service relationship look like?
Jessica: Our goal is to be a strategic partner with our clients and so we want to have that one-on-one relationship with our clients. It’s not about selling something to our clients – we want to make sure that we’re providing the best service possible and providing what they need. So for me I believe the excellent customer experience would be listening to our clients; finding out what their pain points are, and we also want to have excellent communication. Because it is a partnership, we want to keep that communication open with our clients.
CCO Buzz: So tell us a little more about your current client base.
Jessica: So we have quite a few clients across the U.S. We have clients that are currently active that reach out to us maybe for ADV filings, the new Form CRS is coming out as well so we have clients that are going to reach out to us to help assist with that filing as well. And then we have clients that are on ongoing maintenance services. So they reach out to us and we help them on their annual reviews, or with email reviews, so those are ongoing maintenance service options. Our goal at Core Compliance is to have a team approach, so we always have two consultants on every engagement, so the client has an opportunity to leverage the expertise of our team. And then they always have someone they can reach out to in case the consultant is unavailable.
CCO Buzz: How do you maintain the relationships with those clients?
Jessica: I would say communication’s number one. Because we have two consultants on every engagement, we leverage those consultants and their expertise. If someone’s unavailable, on vacation for example, we always have a consult who is readily available to answer any immediate questions.
In addition to communication, we can also maintain our relationships by keeping our clients informed of any regulatory changes and educating and mentoring our clients. Our team here has over eighty years of collective compliance experience and we have a lot of consultants on our team who have actually been in-house CCOs. They bring all of that expertise and knowledge to each client experience. Our teams write literature, speak at conferences, and we’re able to go back to our clients and share that education with them as well.
CCO Buzz: Well that you so much for recording with us on this episode of the CCO Buzz and we hope to have you back in the future!
Jessica: Thank you Anna, I appreciate it.
CCO Buzz: Well that’s it for this week’s episode. If you’d like additional information, please check out our website at www.corecls.com. You can also follow us on Facebook, LinkedIn, or Twitter @CoreCls. Thank you, and we hope you tune-in to next week’s episode of the CCO Buzz.