Operations Manager

Susan Schmatzhagen

Client Portfolio Team

 

 

 

 

 

 

 

 

 

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Senior Investment Associate

Susan Schmatzhagen

Client Portfolio Team

I think I have an ability to step into the shoes of the client. I can place myself in the story and get a feeling for what we are projecting.  We’ve all been clients, at banks, restaurants, whatever it is, and we know how we’d like to be treated and spoken to.

Lisa calls me the detail queen. I started at ZCI in 2000 in operations. Now I’m a jack-of-all-trades.  I help with presentations, billing, questionnaires and operations.  I do what’s called ‘Zev Stats’ — this is basically a statistical breakdown of every client, what product they’re in, if they’re taxable or tax-exempt and so forth.

Our story is that we are an aggressive growth manager. Client first. We are driven by founder-led companies, we are investing for the future, and we are here to help our clients grow their wealth.

A client we had 15 years ago, called recently asking for Nancy, our CEO. I took the call and I knew him by name. We’re one of the few firms where someone calls in, and all of us know who you are.

I learn from people here all the time. I learn from Lisa. I’m amazed by Ann. That she can be as relatively new to the team, yet understand follow through and following up with the client. It’s so great to see. You can teach skills, but you can’t teach desire. We’ve been lucky that the people who get it, stay.

“We are driven by founder-led companies, we are investing for the future, and we are here to help our clients grow their wealth.”

I’m more indoors than outdoors, unlike most people in Seattle. I spend times with friends, reading. I walk all the time; I love movies, music, any kind of music. I just finished reading Calypso, by David Sedaris. You’re laughing on one page and crying on the next.

My gift is multi-tasking, and, hopefully, it never fails me, my memory. I can remember a client from 15 years ago, I can remember who someone’s attorney is, who their accountant is. A lot of people here call on me for my memory and institutional knowledge.

This is a documentation business; the numbers need to add up. I graduated with a business degree. After college, I worked for and learned a lot from a female entrepreneur. I’ve done Property Management too, working with tenants and budgets. So I can work with people and with numbers.

I understand our clients. Someone who is 40 and works at Microsoft is different than someone who is 80 and retired and is worried about their savings. I understand both of those kinds of people. I look at this myself personally; do I have enough money to retire? Money is very emotional.

What’s gotten me through most everything, I think, comes from both of my parents. ‘Treat people the way you want to be treated.’ If I say I’m going to follow up, I’m going to follow up.

“We’ve all been clients, at banks, restaurants, whatever it is, and we know how we’d like to be treated and spoken to.”

education

BBA in Business Administration
St. Norbert College

Contact

schmatzhagen@zci.com

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