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Fusing Bill Payment Tech and High-Touch Service

March 25, 2022.

ACCLAIM | WealthBriefing Recognises Leaders Across the Global Wealth Management Industry
Anneke Stender, Executive Vice President of PLUMB Bill Pay, talks to this news service about how it has stood out from the crowd.


What sets you apart from your peers this year and why?

PLUMB Bill Pay was developed by financial experts and accounting professionals with a deep understanding of the unique challenges of high-net-worth individuals and the needs of family offices.

What sets PLUMB apart is our fusion of bill pay technology and high-touch services. Of course, we have expertise in family office accounting, but we fuse this with secure technology that streamlines and improves bill pay processes. We serve as an extension of your family office team, treating all our customers and partners with the utmost care and precision- this includes overseeing not just bill pay and accounting, but managing wires, capital calls, and any other issues that arise that we can assist with.


How have your colleagues contributed towards the success of your organization?

At PLUMB, we stay ahead of the curve by creating our own proprietary Bill Pay Workflow Application tailored specifically to the HNW and single/multifamily offices. We understand the accounting necessary to support complex estate planning and consolidated reporting. The PLUMB Bill Pay app integrates with QuickBooks Enterprise, QuickBooks Desktop, QuickBooks Online, and SAGE Intacct to ensure ease-of-use and clear financial reporting.

The innovation behind our technology is powered by our ever-growing team of trusted professionals. Our team’s high level of knowledge and service in the UHNW individual space is the foundation of our technology, as well as what fuels the ongoing innovation of our product.


What are you going to do to stay on the front foot in a fast-growing but also challenging region such as this?

Our focus is “Service First”. Serve our clients. Serve our referral partners. Do a great job and do that by embracing our role in the UHNW industry. Obviously, technology is important, and we will continue to invest and grow our software platform along with continuing to provide a high level of service, evolve based on customers’ needs, and stay on the pulse of changes to stay ahead of the curve.


What have been the challenges you have had to overcome to reach such a standard?

We hire superstars. Now, our definition of a superstar is different than most. Our superstars are the foundation of great brands. Our superstars are client and Bill Pay associates, client relationship managers, and everyone else on the team that is there, day-in and day-out, serving their clients, contributing to their team, and providing white glove service. How do we sustain our high standard of service? By celebrating our team members. By investing in our team members. By creating technology that is industry leading and enables them to create an ever increasingly better client experience. Really, we’re just getting started, there is so much more to build!


How has your business and business model reacted to the pandemic? Has morale amongst your colleagues held up well during the pandemic? What have you done to bolster their spirits?

Team members are tough to come by and we do our best to retain and incentive them in unique ways to keep them with PLUMB. We embrace the challenges that our team members are going through and do our best to accommodate their needs. Frankly, some of our team members’ challenges initially caught us off-guard and we realized that the pandemic is not a “one size fits all” answer. We created a regular check-in between team members, virtual group events, and other team-building activities. Our “Monday Morning Kick Off” meeting became much more vibrant. Some things worked and have been adopted long term, other things did not. We will keep striving, trying new activities, while keeping our cadence of tried-and-true practices.


Have your differentiators become more important to your business? Are they still relevant?

High touch technology fused with top level service is our up-front differentiator. With that being said, when our clients’ need us to dig deeper, they come to understand and value the depth and breadth our team brings. While we continue to invest in and improve our proprietary bill pay technology, it’s our smart and caring people that routinely make the difference. Our team serves our clients and partners with the utmost care. Exceptional service will always be relevant.


Whom do you look to for inspiration?

Our clients, old and new, bring us inspiration. Each one started with their dream, and they are inviting us to play a role in that dream. We take that role of stewardship seriously.


What do you hope will be the result of receiving this accolade?

Spread the word about us, our people, and our story. We are a 20+ year overnight success that the world is just starting to know. This award is a testament to our best-in-class services and a foundation of technology and bank-level security that has led to our growth and success this year.


About Plumb Bill Pay

Plumb Bill Pay is a high-touch technology family office bill pay and accounting service provider whose services are custom designed to meet the needs of high-net-worth and ultra-high-net-worth clients.


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