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
About the Role
Kestra Financial is a wealth management platform dedicated to empowering independent financial professionals—including traditional and hybrid RIAs—to grow their businesses and deliver exceptional client service. We combine advanced business management technology with personalized consulting to provide unmatched scale, efficiency, and support. Our advisor-focused culture is built on innovation and advocacy, enabling advisors to offer comprehensive securities and investment advisory solutions to their clients.
Client Service Director
The Client Service Director is a senior individual contributor role within our Client Service team, responsible for delivering exceptional service experience to a defined group of financial advisors. This role blends relationship management, operational expertise and follow-through, and cross-functional coordination. You’ll be the key point of contact for complex service matters, owning requests from start to finish and advocating for your advisors across internal teams.
Qualifications
Internal Application Policy: Internal applicants must be in good standing and have a minimum of 1 year of service with Kestra. Internal applicants must also have a minimum of 1 year service in current role unless approved by EVP.
Pay
Competitive pay and benefits with a large employer (over 1600 employees nationwide)
Schedule
Not specified
Benefits
- 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
Skills
- 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
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