RubinBrown Team Member Manual

Client Service Standards 907

Policy Title: Policy Number:

Section:

Ethics and Business Conduct

Effective Date:

Supersedes Policy Dated:

06/01/2024

06/01/2023

Superior Quality & Service Guiding Principle Our reputation for superior quality and service is a most valuable asset. This asset is entrusted with each team member and must be protected and enhanced without compromise. Our client relationships are cherished and never taken for granted. We strive for close personal relationships with all clients leading to lifelong relationships. We are committed to exceeding our clients’ expectations for service. The following list describes potential client service issues and the standards to which they should be handled. Returning Phone Calls (both external and internal): • Scheduled Work Days – Calls should be returned within an hour of receiving the message. • Weekends and Scheduled Days Off – Check voicemail and respond accordingly twice a day. • PTO – If possible, check voicemail and respond accordingly once a day. If not possible to check messages, set personal phone message to indicate time on PTO. Returning Emails: • Client e-mails - Acknowledge by the end of the same day. If needed, a formal response should follow as soon as possible. • Internal e-mails - Acknowledge by the end of the next day. If needed, a formal response should follow as soon as possible. Responding to Tax Notices: • When a tax notice is received from client, the Team Member should acknowledge receipt of the notice. • The client should be informed of who (if different than the Team Member acknowledging receipt) will be responsible for resolution of the notice • The follow-up Team Member should resolve the notice as soon as possible and copy or call the client. • Delivery of Client Reports It is preferred that client reports are delivered by courier. In some instances, it may be deemed acceptable to mail reports . Timely service is expected with the goal to exceed client expectations for final delivery of client reports.

RUBINBROWN TEAM MEMBER MANUAL | 87