Client Service Director

What You’ll Do

• Act as a point of contact for all service-related matters for your assigned advisor segment
• Develop a deep understanding of each firm’s structure, service preferences, and long-term goals
• Own and manage escalations from intake to resolution, coordinating with internal teams to deliver timely, effective outcomes
• Build strong partnerships with Business Development, Relationship Management, and internal teams to align on operational strategies and support growth and retention
• Serve as the client's internal advocate, ensuring their voice is represented in decisions and escalations are resolved with care and urgency
• Respond promptly to client concerns and inquiries, ensuring the highest levels of satisfaction and retention
• Proactively flag at-risk relationships and lead cross-functional efforts to address service gaps and retain client confidence
• Analyze advisor feedback, service metrics, and operational data to identify themes and areas for improvement. Lead or contribute to cross-functional initiatives aimed at improving advisor experience, increasing efficiency, or reducing service risk
• Collaborate with peers and leadership to define best practices and implement scalable service enhancements
• Support enterprise projects, platform updates, or new initiatives with a client lens, ensuring service continuity and change readiness
• Bring thoughtful structure and strategy to ambiguous problems; assess root causes and propose high-impact solutions
• Persistently partner with other service directors to maintain consistency and share best practices across the client experience

What You Bring

• 8+ years of experience in client service, operations, or relationship management, preferably within financial services
• 5+ years of experience in a leadership or client-facing strategic role, with cross-functional collaboration
• 3+ years of broker-dealer experience
• A strong understanding of brokerage, advisory, or investment products and services
• Experience supporting or working closely with financial advisors is highly preferred
• Familiarity with CRM systems, workflow tools, and financial platforms is a plus
• A proven ability to handle escalations and/or complex client requests
• A proactive, solution-oriented mindset focused on delivering value to clients
• Problem solving and decision making skills with attention to process and risk
• Certificates, Licenses, Registrations: SIESeries 7 License Required. Series 24 Preferred

Benefits

• Competitive pay and benefits with a large employer (over 1600 employees nationwide)
• 401(k), health insurance, and a competitive benefits package
• Opportunities for training, development, and long-term growth within the firm
• Tuition reimbursement for qualified expenses

Kestra Values

• Serve
• Make it Happen
• One team