World-class client service and the day to day client experience set Chevy Chase Trust apart from other Investment Advisory firms. Meet Jessica Frommer, Client Services Manager.
Tell us about your role here at Chevy Chase Trust.
I run the client services team. We are responsible for all administrative aspects of the client relationship, which constitutes a wide range of things – from asset transfers to gifting to helping resolve complex issues. We partner with their attorneys and CPAs and family offices to ensure we are always working with the most up-to-date information.
Tell us about your background.
I spent most of my career in wealth management and my roles have ranged from client services to relationship manager to client experience to onboarding.
What led you to a career in financial services?
My father owned a muni bond business in the 80s and was a financial advisor up until his retirement a few years ago. He was incredibly talented when it came to the markets and investing, and he also understood the importance of good client service. I wanted to be like him, and felt my passion and interests would be best served with the client experience.
What’s been the biggest surprise about your career?
I lived through the Lehman bankruptcy and came out standing tall. That experience has made me better, braver, more resilient and compassionate.
What’s the most rewarding part of the job?
The tenure of the men and women who work in the Client Services Group is impressive. In fact, some of the team members have been with the firm for 20 years. When I arrived earlier this year, I had a one-on-one with each team member and immediately noticed the passion they had for their jobs. They are learning from each other, helping each other and taking courses to improve their capabilities. They understand the importance of a quick turnaround and know how to do it with kindness. It makes my job easy!
What makes Chevy Chase Trust different?
Chevy Chase Trust is the smallest firm I’ve ever worked for and I wasn’t sure what to expect. My colleagues are a wonderfully collegial group of people who all have the same goal of wanting their clients to feel cared for and appreciated. We all go the extra mile for our clients. One of our Senior Trust Officers works with a client who does not have any family. She regularly visits the client in her nursing home (pre-COVID) and works closely with her legal team to ensure everyone has her best interests at heart. The result is a client who understands she is important to us and that she can rely on us. Because of our size, we are able to keep it personal with clients instead of them being on a long list of tasks to complete before the day’s end. I am grateful to work here.
What would you do if not this?
I would be running a non-profit focused on childhood hunger and homelessness.
What are your interests in the community?
I am still relatively new to the area and have 2 small children. I have done some volunteer work with Hope for Henry, a DC based organization that is reinventing how hospitals care for seriously ill children and their families. I look forward to getting more involved in the community in the near future.
Do you have a book or podcast to recommend?
I have been listening to a lot of audio books lately and a few I love are Where the Crawdads Sing, Little Fires Everywhere and Open Book. I especially appreciated Jessica Simpson’s book because many of us think celebrities have the best lives, devoid of challenges. Her story was surprisingly relatable as she described the struggles she had growing up that were common to so many.
What advice would you give to someone considering a career in investment management/financial services?
It’s a great sector to work in and provides a lot of upside and opportunity. I recommend starting in a role where you can become a generalist learning many different areas of investment management. This will help you figure out which area draws you in.
What attributes do you believe are essential for success?
The most successful people I’ve seen in this industry have many, if not all of the following: Strong work ethic, ability to manage change and multitask/thrive in a fast-paced environment, have a willingness to learn, aspire to be better and, most importantly, to be a team player.
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